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Solve Instant Ink cartridge and printer problems

Fix problems with Instant Ink cartridges and enrolled printers, such as print quality and Incompatible Cartridge errors.

Note:

Business: Only administrators can make changes in Business accounts.

How do I fix 'Incompatible Cartridge' and other cartridge errors?

Follow these steps to fix Incompatible Cartridge and other cartridge errors for printers enrolled in Instant Ink.

Reset the printer

Reset the printer to recover from printer errors or failures.

Procedure

If your printer has a rechargeable battery, remove it.
Press the power button to turn off the printer. If the printer does not turn off, disconnect the power cord from the printer.
Unplug the power cord from the power source.
Wait 60 seconds.
Connect the power cord directly to a wall outlet and to the printer.
Turn on the printer to complete the reset.

Update Firmware

HP regularly releases new printer firmware versions with product enhancements or issue fixes.

To see how to update your printer, go to Update the firmware on an HP printer.

Make sure Web Services are on

An interruption of your printer connection to the Instant Ink service can cause cartridge or connection errors.

Make sure Web Services are on. See HP Printers - Turn On Web Services for more information.

Remove cartridges and reset printer (inkjet only)

Remove the cartridges and reset your inkjet printer to clear memory.

Procedure

Remove the cartridges.
With the printer turned on, disconnect the power cord.
Wait 60 seconds.
Reconnect the power cord and turn the printer back on.
Reinstall the cartridges.

Clean your cartridges

Cleaning steps for cartridge errors depend on the type of cartridges your printer uses.

Identify your cartridge type to see how to clean your cartridges.

Figure 1. Instant Ink cartridge types

Cartridge type A

Follow the steps to fix cartridge errors for type A cartridges.

Make sure the cartridges are correctly installed

Make sure the cartridges are correctly seated in the carriage.

Procedure

Turn the printer on.
Open the door to access to the cartridges.
Make sure the label on the cartridge matches the label on the carriage.
Make sure all the cartridges are firmly in place. If a cartridge is sticking out farther than the others, press it down until it snaps into place.
If the cartridge does not snap down, gently bend the tab away from the cartridge no more than 1.27 cm (0.5 in), and try again.
Close the cartridge access door.

Clean the ink cartridge and printhead electrical contacts

Remove any debris or buildup from the contacts on the cartridges and in the carriage.

Procedure

Open the door or lid to the cartridge access area. Wait until the carriage stops moving before continuing.
Remove the cartridge indicated in the error message from the carriage.
Wipe the copper-colored contact on the cartridge with a lint-free cloth.
Place the cartridge to the side with the contact facing upwards.
Wipe the contact inside the printhead with a lint-free cloth.
Reinsert the cartridge into its color-coded slot, and then press down on it until it snaps into place.
Repeat these steps for any other cartridges indicated in the error message.
Close the door or lid to the cartridge access area.

Replace the problem cartridge

Replacement cartridges are part of your subscription.

If you have another Instant Ink cartridge on hand, install it now. Otherwise, contact HP Instant Ink support:

Home / Home Office: HP Instant Ink support
Business: HP Instant Ink for Business support

Cartridge type B

Follow the steps to fix cartridge errors for type B cartridges.

Reseat the Cartridge

Remove the cartridge indicated by the error message, and then reinsert the cartridge in its color-coded slot.

Procedure

Turn the printer on.
Open the door to access to the cartridges.
Wait until the carriage stops moving before you continue.
Push in on the front of the cartridge indicated in the error message, and then remove it.
Push the cartridge back into its color-coded slot until it snaps into place.
Repeat these steps for any other cartridges indicated in the error message.
Close the cartridge access door.

Clean the ink cartridge electrical contacts

Remove any debris or buildup from the contacts on the cartridges.

Procedure

Open the door or lid to the cartridge access area. Wait until the carriage stops moving before continuing.
Push in on the cartridge indicated in the error message to release it from the carriage.
Wipe the copper-colored contact on the cartridge with a lint-free cloth.
Slide the cartridge into its color-coded slot until it clicks into place.
Repeat these steps for any other cartridges indicated in the error message.
Close the door or lid to the cartridge access area.

Replace the problem cartridge

Replacement cartridges are part of your subscription.

If you have another Instant Ink cartridge on hand, install it now. Otherwise, contact HP Instant Ink support:

Home / Home Office: HP Instant Ink support
Business: HP Instant Ink for Business support

Cartridge type C

Follow the steps to fix cartridge errors for type C cartridges.

Reseat the Cartridge

Remove the cartridge indicated by the error message, and then reinsert the cartridge in its color-coded slot.

Procedure

Turn the printer on.
Open the door to access the cartridges.
Wait until the carriage stops moving before you continue.
Remove the cartridge indicated in the error message from the carriage.
- Carriages with cartridge latches: Open the latch, and then pull the cartridge up and out of the slot.
- Carriages without cartridge latches: Gently press down on the cartridge to release it, and then pull it out of the slot.
Make sure the protective tape is removed from the contacts.

CAUTION:

Do not touch the ink nozzles or the copper-colored electrical strip.
Reinsert the cartridge. The black cartridge goes in the right slot and the tri-color cartridge goes in the left slot.
Repeat these steps for the other cartridge, if necessary.
Close the cartridge access door.
Check for the error message.

Clean the electrical contacts

Remove any ink or debris from the contacts on the cartridges and in the carriage.

Procedure

Turn the printer on.
Open the door to access the cartridges, wait for the carriage to stop moving, and then remove the cartridge.
Lightly dampen a lint-free cloth with distilled water, and then wipe the copper-colored contacts on the cartridge.
Lightly dampen a lint-free cloth or swab with distilled water, and then clean the electrical contacts in the carriage.
Wait 10 minutes for the contacts to dry, and then reinsert the cartridge into its color-coded slot.
Repeat these steps for the other cartridge if it was indicated in the error message.
Close the door or lid to the cartridge access area.

If the error persists, clean the cartridge and carriage contacts a second time.

Replace the problem cartridge

Replacement cartridges are part of your subscription.

If you have another Instant Ink cartridge on hand, install it now. Otherwise, contact HP Instant Ink support:

Home / Home Office: HP Instant Ink support
Business: HP Instant Ink for Business support

Cartridge type D (toner)

Follow these steps to fix cartridge errors for type D (toner) cartridges. There are no cleaning steps for toner cartridges.

Reseat toner cartridges

Reseating the cartridges can solve some problems.

Remove and then reinstall the toner cartridge. To find instructions for your printer, go to HP Customer Support, type your printer model, and then look for a "Replacing cartridges" or "Reloading toner" document.

Replace the problem cartridge

Replacement cartridges are part of your subscription.

If you have another Instant Ink cartridge on hand, install it now. Otherwise, contact HP Instant Ink support:

Home / Home Office: HP Instant Ink support
Business: HP Instant Ink for Business support

Why am I unable to print with HP Instant Ink cartridges?

There are four main reasons why you might be unable to print with HP Instant Ink cartridges.

You canceled. Instant Ink cartridges only work in enrolled printers. To continue printing, remove the Instant Ink cartridges from your printer and purchase Original HP Ink or Toner directly from the retailer of your choice. Or re-enroll in Instant Ink.
The printer was disconnected from the internet. Reconnect your printer to resume printing.
The message Cartridge cannot be used until printer is enrolled in HP Instant Ink displayed. Your printer must be enrolled to use Instant Ink cartridges. See How do I fix cartridge errors associated with printer enrollment? for help.
The message There is a problem with your HP Instant Ink account displayed. Your credit card may be expired. To update your payment information:

Note:
Fill in all the fields: card number, CVV, and expiration date. Make sure postal codes are in the correct format.
- Home / Home Office:
  1. Sign into your Instant Ink account.
  2. Click Account in the left menu, then Billing.
  3. Click Change Payment Method to open the Billing details window.
- Business:
  1. Sign into your Instant Ink for Business account.
  2. Open Account in the left menu, then Billing.
  3. Expand the section for your current billing method and click Update Payment.
  4. Select Business and then enter your payment details.
Printing should be restored within 30 minutes. If not, contact your card issuer.

How do I fix a `Printer not connected to the internet` message?

If your printer cannot connect to HP Instant Ink, it stops printing and displays a message.

Printers enrolled in Instant Ink require an active internet connection for Web Services to function properly. Web Services uses the internet to enable communication between your printer and its web-connected features, such as ink level and page count monitoring.

Note:

Disconnecting your printer from the internet for an extended period of time or using a USB-only connection can temporarily limit what the printer can do until the internet connection is restored.

For more information, go to Can't print on an HP+ or Instant Ink enrolled printer.

How do I fix bad print quality?

Follow the steps to fix streaked or faded prints. prints with incorrect colors, or other print quality problems.

About this task

Perform the following tasks in the order given. Use the printer after each task to see if the issue is resolved.

Procedure

Low ink levels can cause print quality issues. If any cartridges are very low or empty, replace them with new Instant Ink cartridges.
Load plain white paper and run the cleaning tool.
- Printers with a touchscreen or menus: On the printer, open the Settings or Setup menu, touch Tools or Printer Maintenance, and then touch Clean Printhead or Clean Cartridges.
- Printers without a touchscreen or menus: Go to 123.hp.com or your app store to install the HP Smart app. Click the picture of your printer on the home screen to open Printer management options that include the cleaning tool.
If the page that prints has defects, the printhead might be badly clogged. Run up to two more cleaning cycles.

Note:
The cleaning page does not count against your pages printed for the month.
If you see blurry edges or jagged lines in your prints, try aligning the printhead.
- Printers with a touchscreen or menus: On the printer, open the Settings or Setup menu, touch Tools or Printer Maintenance, and then touch Align Printer.
- Printers without a touchscreen or menus: Go to 123.hp.com or your app store to install the HP Smart app. Click the picture of your printer on the home screen to open Printer management options. Select the option to align the printer.
If you did not replace your cartridges before, replace them now with new Instant Ink cartridges.
If you do not have new Instant Ink cartridges on hand, or if replacing cartridges did not help, contact HP Instant Ink support for assistance.
- Home / Home Office: HP Instant Ink support
- Business: HP Instant Ink for Business support

How do I fix cartridge errors associated with printer enrollment?

Resolve the following enrollment errors when using HP Instant Ink cartridges.

Cartridge cannot be used until printer is enrolled
This cartridge can only be used in a printer that is currently enrolled in HP Instant Ink

Instant Ink cartridges can only be used in enrolled printers. Instant Ink-ready cartridges become Instant Ink cartridges as soon as they are used in an enrolled printer.

Is your printer enrolled in HP Instant Ink?
- No:
  - To enroll, go to HP Instant Ink and click Sign Up Now.
  - If you do not want to enroll, remove the Instant Ink cartridges and purchase Original HP Ink or Toner directly from the retailer of your choice.
- Yes: If your printer is enrolled, continue to the next troubleshooting step.
Sign into your Instant Ink account:
- Home / Home Office: Sign into your Instant Ink account
- Business: Sign into your Instant Ink for Business account
Check the printer status in the Status area of your Instant Ink account page:
- Ready to print : Turn the printer off and back on. If the error message goes away, you can stop troubleshooting.
- Not ready to print :
  1. Click the refresh button .
  2. Click the browser reload button to reload the account web page.
  3. Repeat up to five times, until the status changes to Ready to print.
Make sure your connection is compatible with Instant Ink.
- Public or guest networks, like those used in colleges, hotels, or coffee shops, are not compatible.
- A USB connection to a computer does not work if it is the printer’s only connection. Connect the printer directly to the internet by Wi-Fi or ethernet to use Instant Ink.
Make sure your router is on and connected to the internet.
1. Use a mobile device or PC on the same network to check the internet connection.
2. If you cannot connect to the internet through your network, turn the router off and back on.
3. If the router is not connected to the internet, contact your network service provider.
Check the printer connection to the router.
- Wi-Fi connection: The blue wireless light on the printer should be on and not blinking. If it is not, turn the printer and the router off and back on. Go to HP printer setup (Wi-Fi network) for more help.
- Ethernet connection: If the light next to the Ethernet port is off, unplug the cable at both ends, and then plug it back in. Turn the printer and router off and back on if the light is still not on.
Make sure Web Services are on. An interruption of your printer connection to the Instant Ink service can cause connection errors. See HP Printers - Turn On Web Services for more information.
Check the printer status on your Instant Ink account page again:
- Ready to print : Turn the printer off and back on. If the error message goes away, you can stop troubleshooting.
- Not ready to print : Click the refresh button and then the browser reload button. Repeat up to five times, until the status changes to Ready to print.
If your printer uses two ink cartridges, try these steps:
1. Remove the ink cartridges from the printer and set them aside.
2. Unplug the printer.
3. Wait 30 seconds.
4. Plug the printer back in.
5. Reinstall the ink cartridges.
6. Check the printer status on your Instant Ink account page again:
  - Ready to print : Turn the printer off and back on. If the error message goes away, you can stop troubleshooting.
  - Not ready to print : Click the refresh button and then the browser reload button. Repeat up to five times, until the status changes to Ready to print.
7. If the error message still appears, turn the printer off and back on.
If the error message still appears, contact HP Instant Ink support for assistance:
- Home / Home Office: HP Instant Ink support
- Business: HP Instant Ink for Business support

Why is my next shipment marked `Shipment Processing`?

If your next shipment shows Shipment Processing or Next estimated shipment in 1 week in the Ink Shipment section of your account page for more than five days, it means HP was unable to retrieve a tracking number from the carrier.

You should still receive your shipment on time. It might already have been delivered. The message on your account page changes when you install the new cartridge. HP is working to make your tracking information available as soon as possible.

Why is my bill higher than expected?

If your Instant Ink bill was not what you expected, there are a few program features to remember.

Your monthly bill is based on the pages you print, not the shipments you receive.
If you cancelled, you are charged at the end of the billing cycle.
You might have been charged for additional pages if you printed more than your plan amount and any rollover pages.

To download an invoice:

Sign into your account:
- Home / Home Office: Sign into your Instant Ink account
- Business: Sign into your Instant Ink for Business account
Click HP Instant Ink > Print and Payment History, then expand the Print and Payment History section.
Select the desired year, and then click Download for a specific billing cycle, or Download All Invoices.

How do I fix an `Unable to register the printer to your account` error?

To complete the HP Instant Ink account setup, the printer must connect to HP cloud services and register itself to your account.

For help with this error, go to HP printers - Unable to register the printer to your account.

How do I fix a `Finish Setup Online` error?

Install the HP software and complete your printer setup.

Go to 123.hp.com, enter your printer model, and follow the instructions to download drivers and set up your printer.

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Solve Instant Ink cartridge and printer problems

How do I fix 'Incompatible Cartridge' and other cartridge errors?

Reset the printer

Procedure

Update Firmware

Make sure Web Services are on

Remove cartridges and reset printer (inkjet only)

Procedure

Clean your cartridges

Cartridge type A

Make sure the cartridges are correctly installed

Procedure

Clean the ink cartridge and printhead electrical contacts

Procedure

Replace the problem cartridge

Cartridge type B

Reseat the Cartridge

Procedure

Clean the ink cartridge electrical contacts

Procedure

Replace the problem cartridge

Cartridge type C

Reseat the Cartridge

Procedure

Clean the electrical contacts

Procedure

Replace the problem cartridge

Cartridge type D (toner)

Reseat toner cartridges

Replace the problem cartridge

Why am I unable to print with HP Instant Ink cartridges?

How do I fix a Printer not connected to the internet message?

How do I fix bad print quality?

About this task

Procedure

How do I fix cartridge errors associated with printer enrollment?

Why is my next shipment marked Shipment Processing?

Why is my bill higher than expected?

How do I fix an Unable to register the printer to your account error?

How do I fix a Finish Setup Online error?

How do I fix a `Printer not connected to the internet` message?

Why is my next shipment marked `Shipment Processing`?

How do I fix an `Unable to register the printer to your account` error?

How do I fix a `Finish Setup Online` error?