Smart Tank 5100 wont print test page due to black cartridge not working properly

[Moparrocks1]

I just opened my HP 5100 printer anf it won't print a test page, I called HP customer service and after being transferred 4 times and customer service interrupting me over and over again they determined that I had a virus on my computer and thrued to sell me their virus protection. I used my phone also to try and print from it and because of the "cartridge not communicating with computer" error off my laptop it still wouldn't print. They keep asking me the same question and I know for a fact that it's the cartridge because IT WONT PRINT A TEST PAGE. I asked them to send me a new black ink cartridge and they want to keep asking me the same question when I've tried multiple times j7st to get a cartridge. Now they're saying I'm not enrolled in the auto ink replacement but I can't because of the hoops I have to jump through to get the simplest of help. Also, the sales man wouldn't answer my question of what the printing of the test page had to do with my so called virus on my computer and finally he said "what!?" In the rudest way and when I dug into him he hung up. 

[A_Gayathri]

Hi @Moparrocks1 ,

Welcome to The HP Support Community.  

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

I understand you've had a frustrating experience with HP customer service. Dealing with printer issues can aggravate, especially when you're not getting the support you need. Since you've already diagnosed the problem as likely being with the black ink cartridge, here are some steps you can take to try and resolve the issue:

• Check the Cartridge: Make sure the black ink cartridge is properly installed and seated correctly in the printer. Sometimes, cartridges can become loose during shipping or handling.
• Clean the Cartridge Contacts: If the cartridge contacts are dirty or dusty, it can cause communication errors with the printer. Gently wipe the contacts with a lint-free cloth or cotton swab dipped in distilled water. Make sure the contacts are completely dry before reinserting the cartridge.
• Reset the Printer: Try resetting the printer by turning it off, unplugging it from the power source, and waiting for a few minutes before plugging it back in and turning it on again. This can sometimes resolve communication issues between the printer and the cartridge.
• Replace the Cartridge: Since you suspect the black ink cartridge is faulty, try replacing it with a new one. If you have a spare cartridge or can borrow one from a friend, this would be a good way to confirm whether the cartridge is indeed the problem.

Refer to this document: HP Smart Tank 5000/5100 All-in-One Printer User manual

I hope this helps. 

Take care and have a good day.

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