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- HP Community
- Printers
- Printer Ink Cartridges & Print Quality
- Re: Ink Cartridge(s) Problem

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07-23-2021 03:04 PM
I switched the printer on to print a document. The document would not print and the following message was displayed -
"Ink Cartridge (s) Problem
The following ink cartridge(s) must be replaced "
There is a solid circular symbol underneath but I personally do not know which cartridge needs replacing. I have therefore replaced both cartridges "black" and "tri-colour" with brand new HP cartridges.
The same error message is constantly displayed and none of the buttons work - when I press the "home" "wireless" "up and down" arrows and all the other buttons nothing happens. I've shut the printer down and started it up again and still the same error message is displayed. I've tried to follow the instructions from the HP website but I am a bit confused and don't really know what I am doing. I have been working my way through but I cannot follow the instructions because the printer display is frozen with this error message.
The printer was last used a week ago and it was fine and there was nothing wrong with the ink levels. I am going around in circles as nothing works to get rid of this error message or fix whatever the problem is.
07-26-2021 09:45 AM
Hi @Molly1752,
I'd like to help!
If you have already performed the steps from the document Ink cartridge errors and the issue persists, it could be a hardware failure.
Please reach out to HP Support in your region regarding the service options for your printer.
If you are having trouble navigating through the above options, it's most likely because the device is out of warranty. If yes? please send me a private message with the region you are contacting us from. Check next to your profile name, you should see a little blue envelope, please click on it.
Hope this helps!
And, Welcome to the HP Support Community.
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
07-27-2021 05:40 AM
Good Afternoon
Thank you for your offer of help.
The printer is out of warranty. Regardless of this there are no service centres near my location. I also believe I can buy a printer for less than the cost of having this one serviced.
As previously explained I have tried to work my way through the options offered to me via the support centre. I cannot do this because the error message is permanently displayed on the screen. It will not clear at all and it is causing the display and all the buttons to be frozen.
I have tried to download and uplaod new drivers etc. but as the printer is frozen with this error no option works at all.
I need someone to tell me exactly what the problem is, if it can be fixed and how. Then I can decide what action to take. Perhaps you can tell me where my nearest service centre is. I live in Plymouth, Devon, United Kingdom. I did check online but nothing comes up.
07-27-2021 05:47 AM
I’m having the same problem, but my printer is an HP Envy Photo 6255. I’m getting the same type of message, with a black circle. I’ve reinstalled the black ink cartridge, as advised, and same message reappears. It worked fine yesterday morning.
07-27-2021 06:10 AM
Hello GigiMu
Yes mine is the same. I last used it about a week ago. I thought at first it might have been the extreme heat we were experiencing that had dried up the ink contacts. So replacing the cartridge/s should have resolved the issue. As it is affecting other models of printer then it must be a software issue which HP need to address.
07-27-2021 11:09 AM
Try the single-cartridge mode
The printer you own can work in single-cartridge mode, wherein the printer will be able to print with one cartridge in the printer. Which will help us identify if its a cartridge issue or a printhead issue
To try single-cartridge mode follow the below steps:
- remove the black ink from the printer, leave the color in and try printing
- then remove the color ink and, insert the black in and try printing
Let me know the results!
07-27-2021 12:20 PM
Good Evening Jay_G24
Thank you for the further advice. I am very sorry for having to repeat myself.
NOTHING WORKS at all because of this error message.
Because of this constant error I decided to uninstall the printer and reinstall it. Now I cannot reinstall the printer because as I said before "NOTHING WORKS"
However the printer is showing on HP SMART.
HP SMART Printer Status: Cartridge Problem - The indicated cartridges are not communicating with the printer. If the problem persists, replace the cartridges.
HP SMART Printer Information: I cannot get my computer to copy and paste the full information but it states "Installation Status" - INSTALLED. "Connection Status" - ACTIVE
HP SMART Network Information - Again I cannot copy and paste the information but it states "Wireless ON" - "Status CONNECTED"
I have carried out your instruction to remove the black cartridge and then asked the printer to print. Again this made no change as NOTHING WORKS because of the error message in the photo above.
07-27-2021 01:09 PM
As this is a hardware issue, I’d recommend you contact HP Phone Support in your region regarding service options for your printer.
Follow the instructions below to reach them:
1) Click on this link - https://support.hp.com/us-en/contact-hp
2) Select your product type below.
3) Enter the serial of your device.
4) Select the country from the drop-down.
5) Select the chat or get phone number options based on your preferences.
6)Fill the web-form and proceed further.
If you are having trouble navigating through the above options, it's most likely because the device is out of warranty. If yes? please send me a private message with the region you are contacting us from. Check next to your profile name, you should see a little blue envelope, please click on it.
Hope this helps!
07-27-2021 11:55 PM
Good Morning
Thank you for the further offer of help but I have already been through this process.
I have gone through it again.
There is no telephone support for my product in my area of the United Kingdom. When I put in my town to find a service centre it comes up with Samsung Printers, A3 Printers and Commercial LaserJet. There is nothing at all for HP ENVY Printers.
I have then connected with the Virtual Chat assistant and followed the instructions as follows:
I am not enrolled for HP Instant Ink for this printer
I have confirmned I have the right cartridge number for the printer which is 301
I have confirmed the type of cartridges I am using are correct and genuine HP cartridges
I am then told to reseat the cartridges by removing both cartridges and replacing them
I am then told to reset the printer by unplugging the power cord from the power source, wait 60 seconds and then reconnect to the power source.
I am then told to update the firmware
This is where I can do no more because the printer does not work at all and is completely frozen by the error message sent to you in the last message.
So I am just going around in circles and cannot do anything at all and it appears there is no help for this printer if it is a hardware problem.
I will send a private message to you with my area.