HP Envy 6022e says account/ink issues and wont print why?

[KLH1604]

Hi

We have a HP Envy 6022e and having issues with it printing. The only thing it will print is the Printer information page which states check your HP account for more details. Unsure how we do this.

On the HP smart app the printer shows the following issue:

Cartridge or account issue

There is nothing wrong with the cartridges and they are genuine HP ones. We dont have instant ink for this printer so unsure what else we can do?

[Raj_05]

Hi @KLH1604,

Welcome to HP Support Community.

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

It sounds like your HP Envy 6022e is having trouble connecting to your HP account, which can affect printing even if the cartridges seem fine. Here are some steps you can try to resolve the issue.

Check Your HP Account:

• Go to HP Smart, log in to your account, and check for any notifications or alerts related to your printer. There might be some actions required on your account.

Restart the Printer and Network:

• Turn off the printer and unplug it from the power source. Wait for about a minute, then plug it back in and turn it on.
• Restart your router and any other network devices to ensure there’s no network issue affecting the printer's connectivity.

Update Printer Firmware:

• Ensure your printer firmware is up to date. You can check for firmware updates through the HP Smart app or the printer’s control panel.

Re-add the Printer to HP Smart:

• Open the HP Smart app, remove the printer from the list of connected devices, and then re-add it. Follow the on-screen instructions to set up the printer again.

Check Ink Cartridges:

• Even though you’ve mentioned the cartridges are genuine and seem fine, try removing and reinserting them to make sure they are properly seated.
• Check the cartridge contacts for any dust or residue.

Factory Reset the Printer:

• If the issue persists, you might need to perform a factory reset on the printer. This option is typically found in the printer’s settings menu. Be aware that this will erase any customized settings on the printer.

I hope this helps.

Take care and have a good day.

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Alden4

HP Support