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cartridge problem - remove and reinstall

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I have a HP Envy.  Recently a message came up "Cartridge Problem - remove and reinstall indicated cartridge."  I've tried innumerable times!  The little video indicates removing the color cartridge, but the message has a big black dot, so I have tried both several times.  The last time I got new ink from HP, they sent a small black cartridge.  I tried putting that in because the larger size black felt a lot lighter than the color one.  I've gone through all of the support pages and virtual chat and just can't figure out what to do. Thanks for any help.

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@gajohnso, Welcome to the HP Support Community! I’m here to help.


To assist you better, is the printer enrolled in Instant Ink?

Make sure the ink cartridges are properly inserted in the printer, you may refer to - Replace HP inkjet printer cartridges


Kindly perform the steps mentioned in this document - Ink cartridge error


If the issue persists, please send me 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.


Hope this helps! Keep me posted. 


Please click “Accept as 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!

Have a great day! 

I am an HP Employee

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