"Cartridge Problem. Remove and Reinstall the Indicated Cartridge"

[Pete169]

I am an instant ink subscriber.  I went to change the tricolour cartridge and installed the brand new one supplied through HP in the normal manner, correctly siting the cartridge with the plastic films properly removed.  Initially, it seemed successful and printed the test page, but immediately afterwards I started getting the error "cartridge problem, remove and reinstall the cartridge........"

I did that multiple times to no avail.

I have been through the virtual agent, this forum and internet searched and have tried the following:

1 - Power cycling the printer

2 - Hard reset by pulling the power cord while turned on

3 - Cleaning the contacts

4 - Re-installing the old cartridge - which is recognised normally

5 - Printer firmware is up to date

Nothing has worked. I suspect that the cartridge needs replacing.  I have tried to find a way to open a support request to achieve this but cannot see how to do this for a non-business customer.

Can you please advise how I can get a replacement cartridge?

Many thanks.

[TEJ1602 · Accepted solution]

@Pete169, Welcome to HP Support Community!

To assist you better, We would need some information related to your Instant Ink Subscription. This information cannot be shared on a public post.

I have sent you a private message, reply to the message with your details.

In order to access your private messages, click the private message icon on the upper right corner of your HP Forums profile, next to your profile Name or simply click on this link.

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!

[Pete169]

Now fixed after a private message exchange - a replacement cartridge was supplied and now works,

Many thanks