Hi, I'm Nathan.Sorry to hear that you're having trouble with this but I'll do my best to help you.
This is not an automatic process as on some other printers, some menu steps are required prior to physical replacement.
If you try to just insert it on your own you can actually damage the printer.
It must be initiated via the menu instead.
Press the home (house icon) button and select Setup (wrench icon) > Maintenance > Ink Cartridge Replacement.
Lift up the scanner unit (below the glass)
Open the cartridge cover
Squeeze the tab on the cartridge and lift the cartridge straight up to remove it.
Gently shake the new cartridge four or five times, then remove the cartridge from the package, removing the yellow tape.
Insert the new cartridge into the holder and push it down until it clicks into place.
Close the cartridge cover and push it down until it clicks into place.
Select Check on the LCD screen to make sure the cartridge or cartridges are installed correctly.
Close the scanner unit.
I'm not sure what you are referring to, the only help provided by this site/service at this point is our chat conversation with me here.
If you were speaking with someone on the phone then that was a different service.
Can you please try the above steps that I sent, and let me know the results?
Note that we can talk by phone as well if you prefer. I am a US based tech, with a slight midwest accent.
Hello, it appears your question is still open.
Do you need more help with this?If so, just reply back on this page. If I’ve answered your question, please let me know to conclude our session.
Please note: You have already paid your fee to the site; I'd like to help you and provide value for that fee, but I do need to communicate with you here to do so.