Instant Ink black cartridge problem

[Ersim]

I am with Instant ink and, according to the printer, there is still black ink the cartridge but it won't print in black.

On instant ink website, it says there is not shipping scheduled since there is supposedly ink in the cartridge.  My guess is that it is empty since we had it for more than 1 year.  I can't seem to speak with anyone at instant ink; the only solution I get is the virtual agent which is helpless.  And chatting with an agent doesn't seem to be available here in Canada. Does anyone have a solution for me? 

Thank you

[Jay_G24]

Hi @Ersim,

To better assist you - 

1) Does the copy print out the same way? 

2) What's the application you are trying to print from? Have you tried printing from a different application or devices? 

While you respond to that, let's print a Print Quality Diagnostic page -

1. Load plain white paper in the input tray.

2. From the printer control panel, open the Setup  menu.

3. Open the Reports or Tools menu.

4. Touch Print Quality Report.

Post the Print Quality Diagnostic page here so we can help you further. 

You may also refer to this document with steps to fix " Print Quality Issues" issue applicable for your printer -  Print Quality Issues

 Also, try updating the printer's firmware - HP Printers - Updating or Upgrading Printer Firmware

Please send us a private message with your Instant Ink account details or you may also 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. 

Let me know. 

And, Welcome to the HP Support Community

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

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Have a great day!