Fitted new black cartridge (instant ink plan) but printer says Replace black cartridge. Tried putti

[AggieM]

HP Envy 4500 printer - Fittednew black cartridge (from instant ink plan). Message says black cartridge needs replacing! Tried putting old cartridge back and printer will work. Everytime I put new cartridge in, I get above message.  Could cartridge be faulty - I know I did not touch contacts.  Had printer many years so am used to fitting new cartridges.

[A_Gayathri]

Hi @AggieM ,

Welcome to HP Support Community.  

Thank you for posting your query, I will be glad to help you.

Let's check if there are any issues with the new black cartridge, or if there might be an issue with the cartridge contacts. Here are steps you can take to troubleshoot the problem:

Check for Protective Tape: Ensure that you have removed any protective tape or packaging from the new black cartridge. Sometimes, there may be a protective cover or tape that needs to be removed before the cartridge can function properly.

Clean Contacts: Even if you haven't touched the contacts, it's possible that there is some residue or dust on them. Carefully remove the black cartridge and clean the contacts using a lint-free cloth or cotton swab lightly moistened with distilled water. Make sure the contacts are dry before reinserting the cartridge.

Reinstall the Cartridge: Remove the new cartridge, turn off the printer, and unplug it from the power source. Wait for a few minutes, then plug it back in, turn it on, and reinstall the cartridge. This can sometimes reset the printer and resolve cartridge recognition issues.

Check for Firmware Updates: Make sure your printer has the latest firmware installed. Sometimes, firmware updates include improvements or fixes for cartridge recognition issues. You can check for firmware updates on the HP website or through the printer settings.

Swap Cartridges: If you have another black cartridge (either a new one or a known-working old one), try swapping it with the new cartridge to see if the problem persists. This can help determine if the issue is with the cartridge itself.
 

I hope this helps. 

Take care and have a good day.-

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[AggieM]

I have tried these things without success. I think the cartridge may be faulty but I am having trouble finding a telephone number for help about Instant Ink.

[A_Gayathri]

@AggieM ,

Thank you for your response, I appreciate your efforts. As the issue persists, I am sorry to hear that  This needs one-on-one interaction  I'm sending out a private message to assist you with the next course of action. 

Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link.

Hope this helps! Keep me posted for further assistance.

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!