My new black ink cartridge will not work, tried all suggestions.

[DLWilhelm]

HP Envy 5010

My brand new black ink cartridge doesn't work. I did all the suggestions from the virtual assistant, and the black ink will not print. I use this for my job and need it to work ASAP. Don't know what else to try. Never had this problem before.

[Nal_NR]

Hi @DLWilhelm,

Welcome to the HP Support Community. 

I'd like to help!

I appreciate the steps you have performed and seems it did not work. Do not worry. 

Update FIRMWARE

Perform the following tasks in the order given. Use the printer after each task to see if the issue is resolved.

Run the automated ink cartridge cleaning tool

Clean the cartridges to resolve print quality issues including incorrect colors, streaks, and faded prints.

Load plain white paper in the tray.

On the printer control panel, swipe left on the display, and then touch Setup.

Touch Tools, and then touch Clean Cartridges.

A Print Quality Diagnostic report prints.

Review the page for defects and any instructions to resolve the issue. Run two more cleaning cycles, if necessary.

Check for ink smears on the back of printouts

Use an automated cleaning tool if there are smears of ink on the back of documents and photos.

Load plain white paper in the tray.

On the printer control panel, swipe left on the display, and then touch Setup.

Touch Tools, and then touch Clean Page Smears.

Make sure you are using the correct paper for your print job

Make sure the paper you are using matches the print job. If it is not, reload the printer with the correct paper type.

Load the paper print side down in the input tray. Many papers have printing and non-printing sides, such as photo paper and envelopes. Usually, the smoother side is the "print side," and sometimes, the non-print side has a logo of the paper manufacturer on it.

Do not use wrinkled or curled paper. Use only clean, wrinkle-free paper.

Use the correct paper type for your project.

For everyday text documents, plain paper with ColorLok technology works well. Paper with ColorLok technology is industry-standard paper that works well with HP ink.

For documents with dense printing, such as high-contrast graphics or photos, use HP Advanced Photo Paper for best results.

Some paper might not absorb ink as well as others. If your prints smear easily, make sure you are using a recommended paper.

Store photo paper in its original packaging inside a resealable plastic bag. Store the paper on a flat surface in a cool, dry place. Load 10-20 sheets of photo paper only when you are ready to print, and then put the unused paper back in the packaging.

Try using a different paper. This determines if the problem is related to the paper.

Click here for the remaining steps. 

Hope this helps! Keep me posted for further assistance.
Please click “Accepted 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!

[DLWilhelm]

Thank you, but as I said, I tried all these things. This is a defective ink cartridge. I have been on this program for a while and never had an issue. I had to buy ink from Amazon to have for work, but it was a small one, and I have a bigger one on the way. I need new ink from you as this cartridge does not work. I went through and tried all of this again, but it still doesn't work. It is the black ink.

[DLWilhelm]

I sent this reply yesterday but haven't heard back so I'm resending it:

Thank you, but as I said, I tried all these things. This is a defective ink cartridge. I have been on this program for a while and never had an issue. I had to buy ink from Amazon to have for work, but it was a small one, and I have a bigger one on the way. I need new ink from you as this cartridge does not work. I went through and tried all of this again, but it still doesn't work. It is the black ink.

[Nal_NR]

Hi @DLWilhelm.

We are sorry that the issue is not resolved when the above troubleshooting steps were performed.

Are you enrolled in the instant ink program? If yes,

I would need to know a few details regarding your Instant ink account to help you get the ink cartridges sorted.

Since the instant ink account details are confidential, please send me the required information via private message.

I am sending you a private message with the information required. Please check the mailbox icon at the top-right corner of this screen.

Please check your Private message icon on the upper right corner of your HP Forums profile,

Next, to your profile Name, you should see a little blue envelope, please click on it.

I hope this helps resolve this issue completely,

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

[DLWilhelm]

I saw the private message, but I have no way of knowing you truly work for HP so I'm not comfortable sending that info. There needs to be a better way to handle this. For now, I'm trying to ask the virtual assistant to send new ink. If that doesn't work, I'll call someone.

[Nal_NR]

Hi @DLWilhelm,

I understand your concern. This is HP Forums support. If you are not comfortable, you may contact our HP internal support. 

I've sent you a private message with further instructions. 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, or simply click on this link.

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!