Remove and reinstall the indicated ink cartridge - still no luck.

[Mark658]

Hello, I've only had this printer a few weeks. The cartridges I received with the printer worked fine, I then received my first set of instant ink, which I installed but after a few prints I've received the following message in the device's screen:

Ink Cartridges Problem

Remove and reinstall the indicated ink cartridge, making sure it is installed correctly, and then touch OK.

I this message continues to appear, replace the indicated cartridge.

[tri-colour icon]

I have removed and replaced said cartridge several time, tried power cycling as per HP's instructions as well as all of the cleaning info etc from HP's support, nothing has solved my problem.

I still had my old tri-colour cartridge (although very low) so put this back in as a test and it worked perfectly (although colours were missing which is understandable) so it's not a problem with the printer, the new cartridge seems to be the issue.

Why is it so hard to request a new cartridge? Shouldn't it be easy via the app? Especially when the support website for my profile reports an error?

Please can you help.

Thanks,

Mark

[Riddle_Decipher]

@Mark658

Thank you for posting on HP Forums, 

Riddle_Decipher is at your service. 

I Understand you are in need of support and I would love to help, 

however, I need more information to help your cause,

 Please check your Private message icon on the upper right corner of your HP Forums profile 

Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link:  http://hp.care/2D8O0Ev as I've sent out a list of questions and I could provide a better solution once I have the answers, hence help me, help you 😉 

Also, if the issue with the error - "Ink cartridge problem" persists, use the steps on this link to resolve the issue: http://hp.care/2pfA8Tm

 Keep me posted,

If the information I've provided was helpful, 

Give us some reinforcement by clicking the solution and kudos buttons, 

that'll help us and others see that we've got the answers!

Good Luck.

[Pcook99]

Mark:

I have had exactly the same experience. I have been receiving cartridges and installing them with no problem up to now. Then one of my cartridges generates this message about reinstalling. I have tried rebooting the printer, cleaning the contacts, both in the printer and on the cartridge to no avail. There is no obvious damage to the cartridge and when I put in the old cartridge, it does not generate this message.

I read the reply and tried every item in it.

it looks like I need to get a replacement cartridge. Nothing else works.

Peter

[Riddle_Decipher]

@Pcook99

Welcome to the HP Forums 🙂 

I would like to take a moment and thank you for using this forum, it is a great place to find answers. 

As I understand you need help with the message - remove and reinstall the indicated ink cartridge,

I'd like to thank you for the detailed description of your concern,

 as you have ensured I don't have to ask any more questions, that said, if you've done all the steps you've mentioned & ones listed below:

Step 1: Make sure the ink cartridges are compatible

Make sure the ink cartridges installed in the printer are compatible with your printer and they are unmodified, genuine HP ink cartridges.

Step 2: Inspect the ink cartridges

The printer might display an error if the ink cartridges are not correctly installed.

Step 3: Clean the electrical contacts

If the electrical contacts on the ink cartridges and the ink cartridge slots in the printer have ink or debris buildup, the printer might not recognize the ink cartridges, or there might be an ink cartridge failure.

Step 4: Remove and reinsert the ink cartridges again

Repeat the steps you performed earlier in this document to remove and then reinsert the ink cartridges.

Step 5: Clean the electrical contacts again

Cleaning the ink cartridge contacts again can help resolve the issue. Repeat the steps that you performed earlier in this document to clean the contacts on the ink cartridges.

Step 6: Reset the printer

Resetting the printer can resolve an ink cartridge error.

Step 7: Check the ink cartridge warranty

Step 8: Replace the ink cartridge with a new ink cartridge

Replace one or both ink cartridges indicated by the icon of the problem ink cartridge that displays, then align the printer.

And yet the issue persists, please Contact HP to have the printer either repaired or replaced, accordingly!

HP Support can be reached by clicking on the following link:  

* Open link:  www.hp.com/contacthp/

* Enter Product number or select to auto detect

* Scroll down to "Still need help? Complete the form to select your contact options"

* Scroll down and click on HP contact options - click on Get a Case & phone number.

They will be happy to assist you immediately. 

If the unit is under warranty repair services under the manufacturer's warranty will be free of charge.

If you would like to thank me for my efforts to help you, 

feel free to give me a virtual high-five by clicking the 'Thumbs Up' icon below, 

Followed by clicking on the "Accept as solution".

Have a great day!

[DavidSMP]

@Mark658,

I read your private message. Thanks for responding. It is amazing to have you back and your patience and time are greatly appreciated. As @Riddle_Decipher is out for the day, I am responding on his behalf. 

As it is the weekend, I would suggest that you wait for the next 48 hours from Monday through Wednesday for the details to reflect in your account as they don't work on weekends.

If it still does not get updated and the tracking details are not reflecting then please get back to us and we will definitely take it up and ensure that things are taken care of.

Take care and have a blessed weekend.

[WayneFarmer]

Mark, I thought that you'd like to know that I'm experiencing a similar problem.  I have an Envy 5420 that has been working well for months.  I've always used HP cartridges in it.  I never saw this "removed and reinstall" message until now.  Is it a coincidence that this problem began shortly after I recently enrolled in the Instant Ink program?  It's happening only with the tricolor cartridge.

I have received my first Instant Ink cartridges, so I can install the tricolor Instant Ink catridge or the black one as well.  But since there is still some ink remaining in the currently installed non-Instant Ink cartridges, I wanted to continue using them until they're dry, since my monthly page count limit will take effect once I install the Instant Ink cartridges.

For now, I'm removing the non-Instant Ink tricolor cartridge, and will print in black and white only until my black cartridge runs dry.

Wayne