I have just replaced an instant ink colour cartridge -the error message "problem with cartridge(s)

[dadlamassu]

I have just replaced the instant ink colour cartridge on my HP Envy5540 printer.  The new cartidge is installed correctly and I get the message "X HP Instant Ink Status - Problem with ink cartridge(s)" and the three dots indicating that it is the new cartridge that is causing the error.  How do I get a replacement as I cannot find a customer care email address.

[asmita6658]

@dadlamassu

Greetings!

Thank you for being a part of HP Forums. I have read your post regarding an issue with the Instant Ink cartridge and I'd be glad to help!

To better assist you -

Have you attempted any steps on your own before posting on the HP Forums to resolve the cartridge error? If you have not, let's try these steps -

Step#1 Printer Reset -

1) Take out the cartridges. 
2) Unplug the power cord from the printer & wall. 
3) Wait for 30 seconds.  
4) Plug the power cord back into the printer and wall, ensure the printer is plugged into the wall & not to a surge protector. 
5) Insert the cartridges back into the printer.

Step#2 Update the printer's firmware -

On the printer's control panel, touch Setup > Preferences > Web Services > Printer Update.

• If you are prompted to sign up or accept terms of service, follow any on-screen instructions to enable Web Services and setup automatic updates. This procedure sets up the printer's Internet connection so it can receive updates.
• If the printer does not automatically start the update process, select Check for Updates or a similar menu to start the update.

You may also refer to "Update directly from the printer" topic from this document.

Step#3 Try cleaning the ink cartridges - Refer to step# 3, 4 and 5 from this document.

If the suggested steps do not resolve the issue, you may respond to the private message I've sent out and I'll help you out, accordingly.

Check next to your profile Name, you should see a little blue envelope, please click on it as I've sent out a list of questions and I could provide a better solution once I have the answers. Click here for more details on how to access the private messages on HP Forums.

Hope to hear from you soon.

If you wish to help the community grow, you may simply select “Accept as Solution” and hit the purple "Thumbs Up" to say thanks for my efforts.

Have a good day ahead.

[dadlamassu]

Yes I tried all the steps in the help guide and the new full cartridge failed.  I put the old almost empty cartridge back in and it worked (sort of) while the black ink worked perfectly.  So I switched off, unplugged everything then reconnected it about an hour later.  Went through all the steps again - the new full cartridge still failed.  

I suspect a faulty cartridge and have responded to your private message.

Thank you for helping.  I will thumbs up when the faulty cartridge is replaced.

[asmita6658 · Accepted solution]

@dadlamassu

Thank you for replying with the details. Appreciate your time and efforts in performing the troubleshooting steps. I have placed the order for a replacement ink. It should reach you soon.

Have a great day ahead 🙂

[dadlamassu]

Wxcellent, thank you so much

[asmita6658]

@dadlamassu

Happy to hear that 🙂 I truly appreciate your time and patience in getting this resolved.

If you need further assistance feel free to reach out to us.

Have a great day!

[KevinAbberley]

Hi, thanks for your suggestions. I have tried Stages 1, 2 & 3 without success. The cartridges I use are non HP but have always used them ever since I bought the printer new approx 18 months ago. 

It's really annoying as I have work to do.

I understand, that HP offer a replacement service as they can tell when the ink levels are getting low and send out new ones just before the existing ones expire. I think the monthly cost is £7.99. Do you know anything about this scheme as I'm sure it will solve my problem long-term?