Ink not identified from DoorStepInk

[LWright34]

HI Community, 

I purchased over the counter printer ink 962XL instead of using Hp Instant Ink but noticed my HP app and my printer does not recognize the level of ink/cartridges anymore after they basicly blocked my old instant ink cartridges. The only thing i can think of is when i cancelled instant ink she blocked my printer somehow from using the ink or something. Otherwise has anyone experiences this issue?

I appreciate any help.

[Sneha_01 · Accepted solution]

Hi @LWright34,

Welcome to HP Support Community.

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

It sounds like you're encountering an issue where your HP printer isn't recognizing new cartridges after canceling your HP Instant Ink subscription. This can be frustrating, especially if you have switched to over-the-counter cartridges like the HP 962XL. Here’s a guide to troubleshoot and potentially resolve the issue:

1. Check Cartridge Compatibility

Verify Cartridge Model:

• Ensure that the HP 962XL cartridges you purchased are compatible with your specific printer model. Mismatched cartridges can cause recognition issues.

Inspect Cartridge Packaging:

• Ensure the cartridges are genuine HP products and not refilled or counterfeit, as these can sometimes cause recognition issues.

2. Reset Printer and Cartridges

Power Cycle the Printer:

• Turn off your printer and unplug it from the power source. Wait for about 60 seconds, then plug it back in and turn it on.

Reinstall Cartridges:

• Remove the cartridges and reinstall them, making sure they are securely seated. Sometimes, reseating the cartridges can resolve recognition issues.

3. Check Printer Firmware

1. Update Firmware:
   • Ensure your printer's firmware is up to date. Firmware updates can sometimes address compatibility issues with new cartridges.
   • HP Support: Go to the HP Support website and enter your printer model to check for any available firmware updates.

4. Clean Cartridge Contacts

1. Clean Contacts:
   • Gently clean the contacts on both the ink cartridges and the printer’s cartridge slots using a lint-free cloth lightly dampened with water. Let them dry completely before reinstalling.

5. Remove Old Instant Ink Settings

1. Remove Instant Ink Profiles:
   • If you have canceled Instant Ink, make sure any related profiles or settings are removed from your printer and HP Smart app.
   • HP Smart App:
     • Open the HP Smart app and navigate to the printer settings. Look for any references to Instant Ink and remove them.

6. Check Printer Settings

Reset Printer Settings:

• Perform a factory reset on your printer to remove any lingering Instant Ink settings. Refer to your printer's manual or HP Support for instructions on how to perform a factory reset.

Reconfigure Printer:

• After resetting, set up your printer again, ensuring that it’s configured to accept standard cartridges.

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

[LWright34]

Hi thanks for replying. I have tried all of those already and nothing seems to work. 

Only thing I can think of is resigning back up for ho instant ink since stopping the account is what caused the issue.

[Sneha_01]

Hi @LWright34 

I'm sending out a private message to assist you with the next course of action. In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name.

Hope this helps! Keep me posted for further assistance.

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

[LWright34]

Hi, thank you for the information.

It ended up being the printer is faulty. The representative suggested I buy new cartridges which I did but they did not arrive on time so I had to go to the local store and get HP cartridges. The HP cartridges did not work as well and I ended up all together having BestBuy warranty replace the printer but not before the HP representative suggested I order ink with an order number of B. Who knew that B is different from H when ordering parts. 

It has been a few days and several hours of trying to get to the right person to initiate a return, the ink was  just delivered today 9/3/2024 but still waiting on procedures to return. This experience has really deferred me from HP in all matters. 

Thank you community for all your help.🙏