Getting "Cartridge Problem" message when changing cartridges

[Whatever303]

I just bought a HP Envy 7800 in February 2021.  Today it tells me to change the print cartridges.  I use the "free ink" cartridges they sent me.  They DON"T work!  I keep getting an error message stating to "remove and reinstall the indicated cartridge ...".  Nothing works!!  Somebody please HELP!!!

[sandytechy20]

@Whatever303

Welcome to the HP support community.

I understand that you are getting cartridge error, follow these steps to fix the issue:-

Clean the ink cartridge and carriage electrical contacts

Remove any debris or buildup from the contacts on the cartridges and in the carriage.

1. Open the door or lid to the cartridge access area. Wait until the carriage stops moving before continuing.

2. Remove the cartridge indicated in the error message from the carriage.

   • Carriages with cartridge latches: Open the latch, and then pull the cartridge up and out of the slot.

     

   • Carriages without cartridge latches: Gently press down on the cartridge to release it, and then pull it out of the slot.

     

3. Holding the cartridge by the sides, remove any protective tape that still might be on the contacts.

   CAUTION: 

   Do not touch the ink nozzles or the copper-colored electrical strip. Touching or trying to remove these parts can result in clogs, ink failure, and bad electrical connections.

   

4. Lightly dampen a lint-free cloth with distilled water, and then wipe the copper-colored contacts on the cartridge.

   

5. Lightly dampen a lint-free cloth or swab with distilled water, and then clean the electrical contacts in the carriage.

   

6. Wait 10 minutes for the contacts to dry, and then reinsert the cartridge into its color-coded slot.

7. Repeat these steps for the other cartridge if it was indicated in the error message.

8. Close the door or lid to the cartridge access area.

   If the error persists, clean the cartridge and carriage contacts a second time.

Refer this HP document for more assistance:- Click here

Let me know how it goes.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.

[Whatever303]

Ok, so I appreciate your effort to try and help me, but everything you are suggesting has been done with no success.  After spending an hour and 45 minutes on a chat with an HP "help" person, I must say that I have tried everything you and that person suggested NUMEROUS times with no luck.  The final resolution was that the chat person said she would send me new Instant Ink cartridges as there must be a problem with the ones that had already been sent to me.  She wanted me to pay $10 to have them next business day delivered.  I refused.  None of this is anything I did wrong.  I am not paying extra for ink cartridges to be sent to me after the first ones already don't work.  So after that resolution, I get an email from her saying since I'm on the Instant Ink program, she can't send or get new cartridges sent to me and that she has forwarded my problem to the Instant Ink people.  She gives me the option of waiting until I hear from them or calling a number which ended up not being functional, after the first ring, it goes to a fast busy.  So I have to get online and find a good working number to the Instant Ink people.  I contact them, and in less than 10 minutes I am told they will next business day ship new cartridges to me.  They think there might be "an air bubble" in the ones I have.  It's Monday, I haven't received them yet.  I am thankful I didn't get rid of my old EPSON printer because all I had to do is plug the printer cable back in and I could print the things I needed.  And just in case you're wondering, I decided to purchase a new printer, the HP Envy, because my old EPSON wasn't printing color photos (or anything color) anymore.  It never let me down with black and white though.  So if these cartridges don't work, I'm going to ask for a refund on the HP.  I've not even had it 2 months and already problems.  I paid too much money for it to already have ridiculous problems and not work.  And lastly, I'm not very hopeful that the new cartridges will work because I can't even plug in the original ones that came with the printer and get them to work.  Thank you for allowing me to respond.

[sandytechy20]

@Whatever303

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

If you are unfamiliar with how the Community's private message capability works, you can learn about that here.

Thank you for visiting the HP Support Community.

[Whatever303]

Hello, today I received new Instant Ink cartridges which were supposed to solve my problem.  It didn't.  My printer keeps telling me to reinstall both cartridges.  What am I missing?  There's only one way to install these cartridges.  PLEASE HELP!!!

[rch1023]

I have an HP ENVY Photo 6230 wifi which was reporting low black ink a few days ago. I received a replacement cartridge yesterday, and changed cartridges today, after a faded copy appeared.

The message "Cartridge problem" appeared, and so I reinstalled the new cartridge several times, always with the same result.

I restored the old cartridge, with the same result.

Have tried the cleaning with a swab - same result.