CARTRIDGE RELATED ERRORS

Cartridge cannot be used until printer is enrolled

Cartridge error

Cartridges in wrong slot

Cartridge Missing

Cartridge Problem

Incompatible Cartridge

Ink Cartridge Failure

Print cartridge missing or not detected

Old Generation Cartridge

IPH- Integrated Print head ( can print in a single cartridge mode)

IIC- Individual Ink cartridge

Non-HP Chip/Circuitry Detected

Use power tools to check different cartridge Errors Page 41- HP INSTANT INKCARTRIDGE TROUBELSHOOTING MATRIX

Print Quality Issue - cx is saying that they need ink but the ink level is good

It shows blank page

Hard Reset- pull out / unplug the plug the power wirings at the back of the printer and put it again / check the printer screen, try to make a copy

• refresh AST to check the subscription status

Clean Electrical Contacts

PRINT QUALITY ISSUE

WITH SCREEN

AUTOMATED CLEANING

Print Quality Report > cx need to print to identify which color is not printing correctly

Clean Print Head> If printer has screen > go to settings>Printer maintenance/ tools > Clean Cartridge/ Clean Printhead > then it will automatically do Quality printing > If it's still not working> do the 2nd automated cleaning > if it's still not do the manual Cleaning (Use clean cloth or cotton buds and water to clean copper contacts)> Replace cartridge

For IPH offer single cartridge mode while waiting for the shipment of the cartridge

NO SCREEN- use HP Smart App ( use simulator )

Printer Status

Print Quality Tools

Clean Print heads

IPH system- educated them about single cartridge mode

ERROR MESSAGE ON THE CONTROL PANNEL

enrollment ( serial number without active subscription

web services issue ( serial number with active subscription

WEBS SERVICES

HP SMART APP

home screen> double tap the printer>advance settings> ok > advanced >Proceed >

Program Category - Remote Solution > Part shipped

LMI- live lens> download on cx phone and can use it for you to see cx's account

Desktop Console>agent log in to cx desktop to access cx's account

1.Access 123.hp.com using any browser and type printer model

2.Download the HP Smart App

3.give option to Launch, click Launch

4.make sure all devices ready- router

ADDITIONAL FOR CARTRIDGE ERROR

cx is seeing an error message in control panel

EXAMPLES OF CARTRIDGE ERROR

• Cartridge error
• Cartridge missing - Hard reset- Bend tab outwards - Clean copper contact- test print- if not, replace cartridge
• Cartridge problem
• Depleted Ink Cartridge (not depleted)
• Ink Cartridge Failure
• Print cartridge missing or nit detected
• Ink Cartridge Missing, Damaged or Incorrectly installed

Hard Reset- pull out / unplug the plug the power wirings at the back of the printer and put it again / check the printer screen, try to make a copy PRINT QUALITY ISSUE

• LET THE CX PRINT THE PRINT QUALITY DIAGNOSTIC REPORT
• SETTING-----> REPORTS-----> TAP PRINT QUALITY ISSUE

CLEANING CARTRIDGE

• GO TO SETTINGS-----> TAP PRINTER MAINTENANCE/TOOLS----->TAP CLEAN CARTRIDGES-----> AUTOMATIC WILL PRINT A PRINT QUALITY REPORT
• try 3 times, if it doesn't, work do manual cleaning wipe damp cloth (clean water) or qtip or cotton buds to clean copper contacts *** do TEST PRINT AFTER

*** if the printer don't have screen, used HP Smart App, In Smart App, to print Quality Report-----> double tap the model of the printer----> select Printer Reports -----> click Print Quality Report *** In Smart App, to clean cartridge, click Print Quality Tools-----> select Clean Printhead *** TEST print will not taken from the page plan

• FOR THE ERROR OF "CARTRIDGE/S CANNOT BE USED UNTIL PRINTER IS ENROLLED IN HP INSTANT INK." (enrollment- check on the serial number)

EXAMPLE PROBING: Can you tell me what's going on when you print? does it print faded?

CASE CODE - REMOTE SOLUTION - if do manual shipment - PARTS SHIPPED