HP Envy 6055 - Nonfunctional Instant Ink Cartridge

[dchrysler91]

Hi there,

Recently, the black ink cartridge in my HP Envy 6055 printer stopped working completely. There was a paper jam, and after I got the jam cleared, my printer will not print using the black ink cartridge anymore.

I've tried everything I can think of besides replacing the cartridge: cleaning the printhead, aligning the printhead, printing a quality diagnostic report, cleaning smear, restarting the printer, printing from a different device, forgetting/reconnecting the printer. Nothing I've tried seems to work. I have ordered another cartridge, and I'm hoping that will fix the issue and it's just a problem with the cartridge. However, I'm currently using Instant Ink cartridges, and I can't figure out where or how I would get a replacement for my current nonfunctional cartridge. The ink level on the cartridge still appears sufficient, so I can't get a replacement from HP. Is there a way I can report the cartridge as defective, and get a replacement sent (assuming the issue is just a cartridge issue)? 

Thanks!

[GOLD_MASTER]

Hello @dchrysler91 .
Do you have updated the printer firmware?
Have you checked that the cartridge is perfectly inserted?

[Go-tp]

Yes too both

[dchrysler91]

Yes, I have updated the printer firmware to the latest version. 

The cartridge is perfectly inserted, and the printer recognizes that it is inserted. 

I received a new black cartridge today, and the new cartridge works, which I suspected would be the case. My main question was really how do I report my Instant Ink cartridge as faulty and have a replacement sent? I've looked everywhere, but since the Instant Ink cartridge I have isn't empty, it seems like I can't have a replacement sent.

[GOLD_MASTER]

@dchrysler91 .

Eliminate the error by resetting the printer without the ink cartridges.

Open the door or access cover to the cartridges.

If the cart moves to the center of the printer, continue with these steps.

If the cart does not move toward the center of the printer, close the door or access cover. Disconnect the power cord from the printer and power supply, wait 60 seconds, and then reconnect the power cord to the printer and a wall outlet. Turn on the printer, and then continue with these steps.

Remove the cartridges.

With the printer turned on, disconnect the printer's power cord.

Disconnect the power cord from the power supply.

Wait 60 seconds.

[dchrysler91 · Accepted solution]

I tried this after you suggested it, but it didn't do anything.

Again, my question was really regarding the process of replacing a defective Instant Ink cartridge. The cartridge is faulty, and it isn't an issue with my printer, which I confirmed by replacing the faulty cartridge with a new one.

If anyone else has this problem, here's what I ended up doing: after trying to chat with the "virtual agent" (which was no help, it didn't understand my problem), I ended up going around in circles trying to find some kind of phone number or support chat on the HP Support website. I FINALLY found the support chat page for Instant Ink! The agent was very helpful, confirmed I'd done pretty much all the troubleshooting I could do to confirm that the cartridge was faulty, and sent me a new Instant Ink cartridge.  🎉 Hopefully, this solves my problem once and for all.