Firmware updater failing on my Envy 5000

[Cantahamster]

I'm trying to correct the error that says that the cartridges are not communicating with the printer, even though they are Instant Ink cartridges direct from HP.

I'm trying the HP Firmware Updater, in case the issue is that the cartridges are too new to be recognized by the printer's software. I connect the printer by wireless to my cable modem, which my Mac says is working. The firmware updater is stuck at the device discovery stage for the past half hour. I've had the printer about four years, and as far as I know, never updated the firmware. is that supposed to happen automatically? or have I guessed wrong about what the problem is?

"Please accept the solution" - ha ha, only if it is actually a solution. This is taking far too much of my life today.

Anyhow, thank you.

[Cantahamster]

Okay, the firmware updater doesn't have any updates for this device. What do I try next??

[ShlomiL]

Hi,

This is due to a cartridge failure, does the error indicate the Black or Tri-Color cartridge? you would see a symbol indication for each cartridge, listed on the cartridge label too.

Please try removing the indicated cartridge from the printer and try printing, then let me know if you are able to print without the indicated cartridge or not.

Shlomi

[Cantahamster]

Thank you. "The indicated cartridge" must have referred to such a symbol, but I don't know what they are. Is it the dots? One versus three? After restarting without one cartridge, and then the other, I reached someone on live chat and ordered a cartridge replacing the one it worked without. I think that should have been a suggestion earlier in the process, or the machine should have told me which cartridge it was talking about in plain language.

[ShlomiL]

Indeed the symbol indication represent the indicated cartridge, a circle for a Black cartridge and 3 dots indicates the Tri-Color cartridge.

Regards,

Shlomi