Ink communication error

[Geegee44]

Ink was low so I changed both cartridges. Now I’m getting a “cartridge is not communicating correctly with printer” error. I went through all of the troubleshooting steps and have tried a few new (genuine, brand newHP) cartridges (and even the old one) and keep getting the same error. Of course it’s out of warranty….Any one else have this problem? Any other suggestions?

[Jay_G24]

Hi @Geegee44,

Welcome to the HP Support Community

I'd like to help!

I understand the cartridge is not communicating with the cartridge.

Is the printer enrolled in instant ink, if yes

Please send us a private message with your Instant Ink account details or you may also respond to the private message I've sent out and I'll help you out, accordingly. Check next to your profile name, you should see a little blue envelope, please click on it. 

Meanwhile, try the steps below-

Reset the printer

• Reset the printer to recover from printer errors or failures.
• If your printer has a rechargeable battery, remove it.
• With the printer turned on, disconnect the power cord from the printer.
• Unplug the power cord from the power source.
• Wait 60 seconds.
• Reconnect the power cord to a wall outlet and to the printer.
• NOTE:
• HP recommends plugging the printer directly into a wall outlet.
• Turn on the printer to complete the reset.

Clean the ink cartridge and carriage electrical contacts

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

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

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.

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.

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

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

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

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

Close the door or lid to the cartridge access area.

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

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 

Hope this helps! Keep me posted.

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Yes" on the bottom right to say “Thanks” for helping

[Big24fan]

Hi 👋 I have the same problem with our envy 5020 printer was working ok but the other day it came up with both cartridges can’t communicate with the printer tried all the tech support fixes and still won’t work the cartridges have been ok since last Instant ink cartridges but won’t work now please help tried to look how to pm u but can’t see how to please help thanks 

[Big24fan]

Yer seems strange that the black on its own works ok on its own too but when put colour one is it errors but when you put colour in on its own is ok about 50-60% full both of them so not low and theses are Instant inks in our printer so there genuine so if it’s a cartridge issue they should replace then like yours is one you brought so should refund your money and if it’s a Printer issue they should give us both a good bit towards a new one if they want us to buy hp next time !  Had epson printers for last 10-15 years no problem with then, but this hp has been trouble off and on for good bit of the last year or so 

[Betty0610]

@Big24fan

Welcome to the HP Support Community. 

We shall escalate this case.

Please look for a private message from me requesting additional information. 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.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!

Thank you for visiting the HP Support Community. 

[TreHubb]

Thanks for the help. The black cartridge is saying the indicated cartridges are not communicating correctly with the printer. The colour cartridge works fine. I have bought another HP black cartridge to see if it is a cartridge issue but have the same message.

[Betty0610]

@TreHubb

Welcome to the HP Support Community.

I'd be happy to help.

Which Printer do you have?

Let us know 🙂

Thanks!

[TreHubb]

I have an HP ENVY 5020

[Betty0610]

@TreHubb

I recommend you to contact the HP Support Team regarding this as this could be a hardware issue.

Link: https://www.hp.com/us-en/contact-hp/ww-phone-assist.html

Note:  Select the country accordingly to get the contact details for support.

Let me know if this helps.

If the information I've provided was helpful, give us some reinforcement by clicking the "Accept as solution" on my public post, that'll help us and others see that we've got the answers!

Thanks!

Have a great day!

[Jessica1106]

I have an envy pro 6400.

I thought I had fixed it but nope doing the same thing. 

Genuine hp ink cartridges, updated firmware, reinstalled printer, cleaned ink contacts as advised. I'm ready to throw it at the wall