Same old problem New cartridge not recognised

[gagial]

Purchased a new inkjet printer. Registered with Instant Ink Service. Original black cartridge coming to its end, so new cartridge arrived. Installed it, and at first printer's web page tells me all is fine. Try to print and error message starts flashing. Web page now tells me there is something wrong with cartridge. Tried all the usual suggestions, switching on and off, unplugging, cleaning contacts, check for firmware update, etc. Nothing worked. Website tells me I have to fix problem before a new cartridge is sent to me. But, if I have to go out and purchase a new cartridge because the one you sent me doesn't work, what is the point of registering with your Instant Ink service?

[A_Gayathri]

Hi @gagial,

Welcome to the HP Support Community

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

To assist better:

• May I have the exact name of the model of the product? Refer to this document for steps to find the product details. Do not share your personal information such as serial, phone number, email ID, etc.

Could you please elaborate in detail? 

I 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!

Gaya1239

HP Support

[gagial]

Hello Gaya1239, thank you for the reply. The printer is a HP Envy 6020e, purchased in the last 2 months. I had an Instant Ink account which was continued and updated for the new printer. As the cartridge for black ink was running low, I was sent a new one, a 67/305, larger in size than the one which came at purchase. When installed, an error image comes up on printer and an orange light flashes. On the printer's web page I am told there is a 'cartridge error', 'Either an ink cartridge is not installed or there is an issue with the installed cartridge. Replace or clean the cartridge to resolve the issue—you will not receive ink shipments until the error is resolved'. The replacement colour cartridge is accepted and works normally.

[A_Gayathri]

Hi @gagial ,

Thank you for your reply

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

I understand you're facing an issue where the new black ink cartridge is not being recognized in your HP Envy 6020e, despite following all the usual troubleshooting steps. This can sometimes happen with Instant Ink cartridges, but there are a few things we can try to resolve it:

Steps to Try:

Ensure Proper Cartridge Installation:

• Double-check that the black ink cartridge is seated correctly. If it's not fully inserted, it might not make proper contact with the printer.

Clean the Cartridge Contacts:

• Use a soft, lint-free cloth dampened with water to gently clean the gold contacts on both the cartridge and the printer where the cartridge connects. Ensure there's no debris or ink residue that could prevent proper contact.

Check for Protective Tape:

• Sometimes new cartridges have a protective strip or tape that needs to be removed before installation. Make sure this strip has been fully removed.

Reset the Printer:

• Power off the printer, unplug it from the power source, wait for 30 seconds, and then plug it back in. Power it on and check if the issue persists.

Check Firmware Updates Again: Update the firmware on an HP printer

• Even if you checked previously, sometimes firmware updates are pushed out frequently. Make sure the printer firmware is fully up to date. You can do this by visiting the printer's settings page through its web interface.

Manually Reinsert the Cartridge:

• Remove both cartridges and then reinsert them. Sometimes this helps reset the connection between the printer and the cartridge.

Instant Ink Account:

• Since you're using Instant Ink, ensure that your Instant Ink account is properly linked to the printer. Try logging into your HP Instant Ink account online and see if there are any alerts or issues listed regarding your cartridge or shipment.

Try Another New Black Cartridge:

• If possible, you can try using another new black cartridge (either from Instant Ink or a new one purchased locally) to see if the issue persists. This will help determine if the problem is with the cartridge itself or the printer.

You may also refer to this document: HP Instant Ink - Manage your account

You may also refer to the document -- Enrolling in HP Instant Ink

I hope this helps. 

Take care and have a good day.

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!