ink cartridge error

[OdieM]

new ink cartridge issue. Says cannot communicate with printer, swap to old cartridge that's empty and error doesn't appear. Have followed all trouble shooting tips. last option is to communicate with live agent (website is bad about getting a rep) to send a new cartridge as we don't have a replacement on hand since we only get 1 cartridge per shipment.

[Nal_NR]

Hi @OdieM,

Welcome to the HP Support Community. 

Do not worry, I'd be happy to help you! 

I understand that you are facing issues with cartridge errors.

If you have performed all the steps mentioned below and still having issues, it could be either the cartridge is faulty or the printer needs to be checked.

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

Check the ink cartridge numbers

• Make sure the cartridge model numbers match your printer and country/region.
• Open the door or lid to the cartridge access area. Wait until the carriage stops moving before continuing.
• Look at the cartridge labels.
• Printers enrolled in HP Instant Ink: The cartridges should be marked Instant Ink. The numbers on Instant Ink cartridges are different from standard cartridges and the cartridges may be larger. Your printer is designed to work with the cartridges shipped to you by HP Instant Ink. If you see a Cartridge cannot be used until printer is enrolled message, go to Solve problems with Instant Ink cartridges and enrolled printers for more information.
• Printers NOT enrolled in HP Instant Ink: Go to the HP Store to make sure that the cartridges are compatible. Your printer must be enrolled in Instant Ink to use Instant Ink cartridges.
• Replace any incompatible cartridges.
• NOTE:
• HP+ printers require Original HP cartridges.

 

Reset the printer

• Reset the printer to recover from printer errors or failures.
• If your printer has a rechargeable battery, remove it.
• With the printer turned on, disconnect the power cord from the printer.
• Unplug the power cord from the power source.
• Wait 60 seconds.
• Reconnect the power cord to a wall outlet and to the printer.
• NOTE:
• HP recommends plugging the printer directly into a wall outlet.
• Turn on the printer to complete the reset.

Click here for further assistance. 

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!

[OdieM]

Thank you for reaching out but I've done all these trouble shooting steps with the automated help system including the cleaning of the cartridge connectors. But that doesn't seem to be solving anything. I also checked with the old cartridge that is out of ink if maybe it was a printer issue but that one does connect properly with the device just is out of ink. Swapped to the new one and once again same error appeared.

[Nal_NR]

Hi @OdieM ,

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

This might require one-on-one interaction to fix the issue via remote assistance. 

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!