The cartridge for my printer that Instant Ink sent me the printer will not accept, HP smart current

[Cece36]

Never had this problem before. Put in new black cartridge sent to me by Instant Ink, matching all, and the printer says it is incompatible. Did all the AI suggested. The HP Smart Software is 156.1.1125.0 installed 10/15/24. When downloaded a new one from Microsoft store for windows 10 64 bit, it was the current software. I cannot print until I get the correct cartridge apparently. 

[Sneha_01]

Hi @Cece36 

Welcome to HP Support Community.

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

It sounds like you're experiencing an issue where your HP Instant Ink cartridge is being flagged as incompatible by your printer. This is frustrating, especially when the cartridge was sent directly from HP Instant Ink. Let's go through some troubleshooting steps to try to resolve this issue:

1. Verify the Cartridge Type

• Double-check the cartridge number and ensure that it matches the correct one for your printer model. The HP DeskJet 2742e uses specific cartridges (usually HP 65 or HP 67 for black and color).
• Verify that the cartridge is genuine and comes from HP Instant Ink. Sometimes counterfeit or incorrect cartridges might be sent, even by mistake.

2. Ensure the Cartridge is Installed Correctly

• Power off the printer and remove the cartridge.
• Carefully reinstall the cartridge, making sure it clicks into place properly.
• Check that the cartridge contacts (gold contacts on the cartridge) are clean. You can use a soft, lint-free cloth to gently wipe them.
• Reboot the printer and check if the error still persists.

3. Check for Firmware Updates

Sometimes, issues like this are caused by outdated firmware. Ensure your printer firmware is up-to-date:

• Go to the printer’s menu (on the printer's control panel or through the HP Smart app).
• Check for updates and apply any available firmware updates.

Alternatively, you can visit HP's official website and manually download the latest firmware for your printer model if you prefer not to use the app.

4. Reset the Printer

Resetting the printer can sometimes help clear any errors related to cartridge recognition:

• Turn off the printer and unplug it from the power outlet.
• Wait for 30 seconds to 1 minute.
• Plug it back in, and turn the printer back on.
• This may resolve temporary glitches with the printer recognizing the new cartridge.

5. Reinstall the HP Smart App

Since you've mentioned using the HP Smart software, sometimes the software can cause conflicts or errors:

• Uninstall the current version of HP Smart from your computer.
• Reinstall it from the Microsoft Store and ensure that it’s the latest version.
• Open the app and see if it helps reset the connection between your printer and the cartridge.

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