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‎12-03-2019 03:12 PM

HP Recommended
Product: HP6962
Operating System: Microsoft Windows 10 (64-bit)

Put brand new HP color cartridges in my printer and now get a message "one or more cartridges are missing or damaged".

I tried unplugging and powering down the printer, no luck. What's up?

1 REPLY 1

‎12-06-2019 04:07 AM - edited ‎12-06-2019 04:08 AM

HP Recommended

Hi @4793

 

Welcome to the HP Support Community. I'd be happy to assist you with the ink cartridge error. 

 

To better assist you - Are you using genuine HP inks? 

 

While you respond to that, let's try these steps to reset the printer - 

 

1) Take out the cartridges. 
2) Unplug the power cord from the printer & wall. 
3) Wait for 30 seconds.  
4) Plug the power cord back into the printer and wall, ensure the printer is plugged into the wall & not to a surge protector. 
5) Insert the cartridges back into the printer.

 

Update the printer's firmware - HP Printers - Updating or Upgrading Printer Firmware

 

Also, try step#3 from this document. 

 

If the issue still persists, I'd suggest you Contact HP in your region regarding this. 

 

Hope this helps! Keep me posted. 

 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

 

Have a great day! 

Asmita
I am an HP Employee

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