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Fixing Instant Ink cartridge errors

Follow the steps to fix cartridge errors for printers enrolled in Instant Ink.

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

Reset the printer

Reset the printer to recover from printer errors or failures.

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.

Turn on Web Services on HP Printers

Learn how to turn on web services on HP printers.

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.

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.

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.

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.

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.

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 cartridge electrical contacts

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

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. If the copper-colored contact on the cartridge is missing or damaged, the cartridge must be replaced.
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.

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.

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

Additional support options

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