Remove and reinstall the indicated ink cartridge (black)

[occasl]

For the last week I have been unable to print anything with my HP Officejet 5745 displaying the error "Remove and reinstall the indicated ink cartridge, making sure it is correctly installed".

I've read through the other posts about cleaning the cartridge and doing a hard reset, but I am still getting the error. I'm also using an authenticate cartridge and still no help. 

I cannot find a way of directly contacting someone at HP, so I would be very grateful if an HP representative could reply to this thread so that I can get a replacement color cartridge for the printer.

Thanks,

Lou

[Riddle_Decipher]

@occasl Welcome to HP Forums Community!

• Have you recently made any changes on the printer before the issue started?
• Have you tried to clean the printhead as well?
• Are you able to make a copy from the printer?

In the meantime, let's try these steps here: 

Perform a Hard reset on the printer and make sure that the printer is connected directly to the wall outlet and not to the surge protector.

• Remove all the ink cartridges and then try to perform a hard reset on the printer.
• With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet.
• Remove USB cable, if present.
• Wait for 2-3 minutes, press and hold the power button on your printer for about 30 seconds to remove any additional charge.
• Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord and then plug back the power cord to the printer.
• Turn on the printer and wait till warm-up period finishes and the printer is idle.
• Now insert the ink cartridges and then try to print a test page and check if it works.

In case you've already done the above steps as well, do you have an Instant Ink account? If yes, I can help you with the replacement cartridges, here's what I'll need:

Please check your account page to see the latest cartridge information by signing into your account at "instantink.com".    

If the suggested information can't be found, 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

We eagerly await your response,

Help us, help you.

And Take care.

[occasl]

Thanks for the reply. I've tried these steps exactly and still the same result. If I use the old black cartridge, it's fine but when I use the new black cartridge I get the same error.

Yes, I have an instant ink account. I'll respond to your PM.

[asmita6658]

Hi @occasl

Upon checking your Instant Ink account, I see that you have enrolled the printer on the 06/15/2019. A Welcome Kit consisting of a color and black has been shipped, it should reach you within 4 to 10 business says. 

Let me know if you have any other questions. 

Have a great day ahead! 

[occasl]

Sure but what about the one I've already paid for. Are you planning to apply a credit to that account or can I return it for a replacement?

[Riddle_Decipher]

@occasl I must let you know that you aren't paying for ink when it comes to HP Instant Ink program, you are only paying for the pages you print and of course the subscription fees, anything you purchase out of the HP Instant Ink plan is at your own discretion as its at your own expense, I would personally suggest you to either return it to the store you got it from or use that until you get the free cartridges from HP.

Let me know if you need anything else,

If you wish to thank me for my efforts, you could click on "Accept as solution" on my post as the solution should help others too.

[occasl]

Sorry for the confusion. I came here with a problem with an already bought cartridge from HP. That cartridge doesn't work but Amazon will not replace it since it's past 30 days and I no longer need it. I was assuming you were asking me about my Instant Ink account because you were going to just credit something there rather than send a new cartridge. Does HP not warranty their cartridges when something like this happens? I'm more than happy to send it back to you, if that's required.

[Riddle_Decipher]

@occasl As I had mentioned earlier, if you've purchased a cartridge from a store at your own expense, there's nothing HP can do about it, the best thing I can suggest is, by the time you get the HP Instant Ink (free) cartridges shipped to your place, you may use the ones you've purchased and then replace them with the free ink we are shipping to you.

I hope that answers your query,  

If it did, simply select "Accept as solution", to help the community grow, 

And if you wish to thank us for our efforts, click on the thumbs up for kudos.

Have a great day ahead.