Printing problem message

[delphine66]

Hello,

I'm French so, please forgive me if my english is not perfect (what a shame that there is no french hp forum any more!)

I have a message on hp smart  : "at least one of the cartridges has a problem. Please try to print with one at once in order to see which one has a problem."

But I don't understand why I got this message as I can print without any problem. The quality is perfect, it does not seem to have a problem. Why this message appears? How can I get rid of it?

Thank you in advance.

I

[Max3Aj]

@delphine66, Welcome to HP Support Community. 

Thank you for posting your query, I will be glad to help you. 
Bonjour! 😊 Thank you for explaining the situation clearly — your English is great, no worries at all.

You're seeing the message in HP Smart that says:
“At least one of the cartridges has a problem. Please try to print with one at once in order to see which one has a problem.”
…even though the printer is working fine and the print quality is good.

This can happen due to a few possible reasons, even when everything seems to work fine:

• Cartridge Chip Communication Issue
  Sometimes, the printer has a problem reading the chip on the cartridge properly, even if the cartridge is working. It may be a temporary glitch.
• Non-original or Refilled Cartridge
  If you're using refilled or non-HP cartridges, the printer might display this message, even if they still work fine.
• Firmware or App Bug
  HP Smart app sometimes shows false warnings due to outdated software or a bug.
• Instant Ink Subscription Issue (if subscribed)
  If you're enrolled in HP Instant Ink, using non-Instant Ink cartridges or mixing them can cause this message. 

What You Can Try to Fix It

Restart the Printer

1. Unplug the printer while it is turned on.
2. Wait 30 seconds.
3. Plug it back in and turn it on again.

Reinsert the Cartridges

1. Open the printer cover.
2. Remove both cartridges (black and tri-color).
3. Wait 10 seconds.
4. Reinsert one cartridge, close the lid, and see if the message appears.
5. Then reinsert the other and repeat.
6. This follows the suggestion in the message.

Update HP Smart and Printer Firmware

1. Make sure your HP Smart app is up to date.
2. Go to the HP Smart app > Printer Settings > Advanced Settings > Printer Updates, and install any available firmware update.

Check the Cartridges

• If one of the cartridges is non-original or Instant Ink vs non-Instant Ink, try using only original cartridges from the same source.

Uninstall & Reinstall HP Smart

1. Uninstall the app from your phone or PC.
2. Reinstall it fresh to rule out display or sync glitches.

I hope this helps. 

Take care and have a good day. 

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping! 

Max3Aj

HP Support 

[delphine66]

Many thanks for your answer.

Unfortunately, I tried everything you asked me to do and I still have the same problem.

I have original and non refilled hp cardridges, no instant ink subsription. My hp smart app is up to date.

What can I do?

Is it possible that this problem is linked to another one? (that I explained in another message) : I also have another message on my printer's screen explaining my printer is not connected to wifi and internet not available. This is false because I print via WiFi and it perfectly works...i'm very confused about all the messages of the printer especially because everything is ok...

[Max3Aj]

@delphine66, Thanks so much for the update — and I completely understand your confusion. Let's go a bit deeper.

Thanks for the update! It sounds like you're dealing with a frustrating situation with your HP OfficeJet Pro 8025e. Let's dive deeper into the issue and work towards a solution.
 

This situation likely stems from an HP Smart system sync bug. The printer hardware, HP Smart app, and HP cloud services seem to be out of sync, even though local printing works fine.

• Your printer can print via Wi-Fi = ✔️
• Your printer is not fully connected to HP Cloud = ❌

This can lead to:

• Incorrect cartridge error messages,
• HP Smart showing outdated or wrong messages,
• “Not connected to the internet” alerts despite successful printing.

Here’s a step-by-step guide to help resolve the issue:

Reconnect HP Web Services

1. On the printer screen, navigate to Settings.
2. Look for HP Web Services.
3. Turn it OFF (disable web services).
4. Wait a few seconds.
5. Turn it back ON (enable again).
6. The printer will print a page with a new email address for your printer.

✅ This forces your printer to reconnect to HP servers properly.

Restore Network Defaults (Optional)

If Step 1 doesn’t resolve both messages, try this:

1. On the printer, go to Settings > Network Settings > Restore Network Defaults.
2. Reconnect the printer to your Wi-Fi network.
3. Re-enable HP Web Services.
4. Reconnect it to the HP Smart app.

This will reset only the Wi-Fi and cloud connections, not your printer settings or data.

Clear HP Smart Printer Info (Optional)

If you're using a PC or phone:

• In HP Smart, remove the printer (click the printer > Settings > Remove).
• Then add it again after completing the above steps.

💬 If It Still Doesn’t Work:

If the issue persists, it might be a firmware issue. Let me know your firmware version, and I can check for any known issues.You can find the firmware version:

• On the printer screen: Settings > Printer Information > Firmware Version, or
• Print a Printer Information Page.

I hope this helps!

If my response resolves your issue, please click “Accepted Solution” to help others find the answer. Also, don’t forget to click the “Kudos/Thumbs Up” button to say thanks!

Take care and have a great day.

Max3Aj

HP Support