My new ink cartridges won't connect to my printer

[Tigger611]

Hi. I have subscribed to HP ink for years- no problem. This time I ws sent cartridges which seemed a little longer than usual but they fitted. However I keep getting an error message that the cartridges can't communicate with the printer and I can't print. I have tried all the trouble shooting via the virtual assistant ( removed, replaced the offending black cartridge and still it doesn't work. 

I am so frustrated as I need my printer for work. Can anyone help? Thanks in advance 

[Anand_Andy · Accepted solution]

Hi @Tigger611,

Welcome to the HP Support Community

I understand you are facing an Instant Ink issue with your HP Printer. Not to worry I will help you to get a resolution to resolve the issue.

The inks sent by the HP Instant Ink team are usually XL inks which have more ink and are a bit longer, however it does fit the printer as you mentioned. 

Let's perform a power drain: 

• With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet.
• Remove USB cable, if present.
• Wait for 2-3 minutes, press and hold the power button on your printer for about 30 seconds to remove any additional charge.
• Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord (This is important) and then plug back the power cord to the printer.
• Turn on the printer and wait till warm-up period finishes and the printer is idle

Update the printer firmware 

• Click here to download and install the latest printer firmware from your product
• Click here to know different methods of updating printer firmware.

If the issue persists, then please follow the steps mentioned in this document:  HP Inkjet printers - Ink cartridge errors

Hope this helps! Keep me posted. 

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!

[Tigger611]

Hi Andy. Thanks for your advice.  HP actually sent new cartridges after a fairly convoluted path to speak to someone. Stangely, the new ones work! 

[Anand_Andy]

@Tigger611,

That's great! Happy to hear that. If you need further assistance feel free to reach out to us. 

If the information I've provided was helpful, give us some reinforcement by clicking the Accept as Solution and Kudos, Thumbs Up buttons on the public post, that'll help us and others see that we've got the answers!

Have a great day ahead!