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- HP Community
- Printers
- Printing Errors or Lights & Stuck Print Jobs
- ?faulty replaement black ink cartridge

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10-23-2024 05:06 AM
Hello
I am an Instant Ink customer and replaced my black cartridge yesterday with the new one sent to me under my plan but unfortunately it seems to be faulty and the printer refused to work. I put the old cartridge back in and it worked but of course it is very low on ink. The message I have is 'cartridge or account issue' It seems that my instant ink account is ok so it must be the black cartridge. Help please!
10-24-2024 09:16 AM
Hi @Robman77,
Welcome to HP Support Community.
Thank you for posting your query, I will be glad to help you.
It sounds like you’re experiencing issues with a faulty black ink cartridge for your HP ENVY 6032e. Here are some steps you can take to troubleshoot and resolve the problem.
Check the Cartridge Installation
- Reinstall the Cartridge: Remove the new black ink cartridge and ensure that it is properly seated in the printer. You should hear a click when it’s secured correctly.
- Inspect for Damage: Check the cartridge for any visible damage or defects, such as cracks or broken parts.
Clean the Cartridge Contacts
- Turn off the Printer: Unplug the printer before cleaning.
- Clean the Contacts: Use a lint-free cloth or a cotton swab slightly dampened with distilled water to gently clean the gold contacts on the cartridge and the corresponding contacts inside the printer. Let everything dry before reinstalling.
Verify Instant Ink Status
- Check Your Account: Log in to your Instant Ink account and ensure that there are no issues or holds on your account.
- Cartridge Compatibility: Confirm that the replacement cartridge is compatible with your printer model.
Reset the Printer
- Power Cycle: Turn off the printer, unplug it from the wall, wait for about 60 seconds, then plug it back in and turn it on. This can sometimes clear error messages.
Test with Old Cartridge
- Since the old cartridge works (albeit low on ink), this indicates that the printer itself is functioning properly.
Return the Faulty Cartridge
- If you determine that the new cartridge is indeed faulty, you should follow the process for returning or exchanging it through your Instant Ink plan.
I hope this helps.
Take care and have a good day.
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Alden4
HP Support
HP Support Community Moderator