HP Envy 5030 - new HP 304 cartridge faulty

[MadameCurie]

I installed new HP304 black and colour ink cartridges today. When I do a test print/status report, the colour is printing fine, but the black doesn't print at all.

I have tried:

• updating the printer
• cleaning the cartridges (both levels of cleaning)
• restarting the printer
• aligning the cartridges

The ink cartridge is in warranty until Jan 2021; the retailer I purchased it from has since gone out of business (Office Outlet in the UK) so I cannot go to them for assistance. 

I have tried navigating how to instigate a replacement on the HP site; the virtual assistant seems to only recognise warranty issues for the printer itself, not the ink cartridges. I understand with COVID that there are limited people available to help, but my printer at home is now even more vital now I am remote working (previously I would print items at work if they were urgent and I didn't have ink).

[TEJ1602]

@MadameCurie, Welcome to HP Support Community!

I see that the printer is in an error state and experiencing print quality issues and I appreciate your efforts in trying to resolve the issue.

Refer the document HP Printer Does not Print and Error Indicates Faulty Ink Cartridge for details.

Please reach out to the HP Support in your region regarding the service options for your printer. I will share the contact details via private message.

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.

Hope this helps!

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