Ink cartridge problem

[Jassonne]

I have the following error message:  Ink  cartridge problem. The following ink cartridge must be replaced. (shows the black cartridge)

I put in a new cartridge and the message persists. Have done a reset and cleaned the contacts. 

[Sneha_01]

Hi @Jassonne 

Welcome to HP Support Community.

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

If you're receiving the "Ink Cartridge Problem" error message on your printer, even after you've replaced the black ink cartridge, performed a reset, and cleaned the contacts, it suggests that the printer is still not recognizing the new cartridge properly. This issue can be caused by several factors, including a defective new cartridge, an issue with the printer’s internal sensors, or residual ink/obstruction preventing proper recognition.

Here are some additional troubleshooting steps you can take to resolve the issue:

1. Check the Ink Cartridge Installation

First, ensure that the new cartridge is properly installed:

• Remove the black ink cartridge from the printer.
• Inspect the new cartridge for any packaging materials you might have missed (e.g., a protective tape or plastic tab that prevents ink flow).
• Reinstall the cartridge, making sure it’s securely clicked into place. Sometimes, the cartridge may not be seated properly, which can cause recognition issues.
• Make sure the contacts on the cartridge and the printer (where the cartridge connects) are clean and free from any ink residue or dust.

2. Check for Defective or Expired Cartridge

The error could be caused by a defective or expired cartridge, even if it’s brand new. Here's what you can do:

• If possible, try a different new cartridge (preferably from a different batch or brand) to rule out a defect in the cartridge itself.
• Sometimes, even new cartridges can be faulty, especially if they were exposed to improper handling or temperature during shipping.

3. Power Cycle and Reset Again

After replacing the ink cartridge and ensuring it's installed correctly, perform a power cycle:

1. Turn off the printer using the power button.
2. Unplug the printer from the power source for at least 1-2 minutes.
3. While unplugged, press and hold the power button for about 30 seconds to discharge any residual power.
4. Plug the printer back in and turn it on.
5. Try printing again to see if the issue is resolved.

This can sometimes clear any internal errors or conflicts.

4. Clean the Ink Cartridge Contacts Again

Even though you've already cleaned the contacts, it may be worth cleaning them more thoroughly:

1. Turn off the printer and remove the cartridge.
2. Use a clean, lint-free cloth or a soft cotton swab to gently clean the electrical contacts on both the cartridge and in the printer’s cartridge slot. Be very gentle, as these contacts are delicate.
3. Use a little water (just dampen the cloth or swab) if necessary to clean off any dried ink or residue.
4. Allow the contacts to dry before reinstalling the cartridge.
5. Reinstall the cartridge and test.

I hope this helps.

Take care and have a good day.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Rachel571

HP Support

[Jassonne]

Thanks for the suggestions. I have tried all of these multiple times with no effect.  I am getting a new printer at this point and have cancelled my Instant Ink subscription.