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Common problems for INSTANT INK, HP+ PLANS: INK AND TONER
We would like to share some of the most frequently asked questions about Instant Ink. Check out this link: HP INSTANT INK, HP+ PLANS: INK AND TONER. .
Lisa211
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Defective cartridge

HP Recommended
HP OfficeJet Pro 8025
Mac OS X 10.10 Yosemite

Defective cartridge message, bought new cartridge and still says defective 

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praveenbv
HP Support Agent
HP Support Agent
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Hi@Lisa211, Welcome to the HP Support Community!

 

I understand that getting an error  Defective cartridge 

 

 

Don't worry I'll try to help you out.

 

Request you to follow the below troubleshooting steps from the document fix:-

 

 

Identify your cartridge type for steps to resolve these errors.

Ink cartridge types

NOTE: 

Go to the following documents If you experience these cartridge errors.

Resolve ink cartridge errors (21, 22, 27, 28, 56-67, 61/301, 63/302, 64/303, 65/304, 74, 75, 92-98, 304, 305, 901 cartridges)

Resolve errors such as 'Cartridge Missing', 'Depleted Ink Cartridge', and 'Incompatible Cartridge' for printers that use HP 21, 22, 27, 28, 56, 57, 60, 61, 61/301, 62, 63, 63/302, 64, 64/303, 65, 65/304, 67, 74, 75, 94, 95, 96, 97, 98, 304, 305, and 901 cartridges.

These steps apply to printers with two cartridge slots (black and tri-color). If you do not have a replacement cartridge available and need to print, remove the cartridge indicated in the error message. Acknowledge any prompts to initiate single-cartridge mode, and then try printing. Be sure to complete the following steps before installing any new cartridges.

Example of HP 63 ink cartridges

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

Check the ink cartridge numbers

Make sure the cartridge model numbers match your printer and country/region.

  1. Open the door or lid to the cartridge access area. Wait until the carriage stops moving before continuing.

  2. Look for the model number on each of the cartridges.

  3. Go to the HP Store to verify they are compatible with the printer and your country/region.

  4. Replace any incompatible cartridges.

    NOTE: 

    HP+ printers require Original HP cartridges.

Reset the printer

Reset the printer to recover from printer errors or failures.

  1. If your printer has a rechargeable battery, remove it.

  2. With the printer turned on, disconnect the power cord from the printer.

  3. Unplug the power cord from the power source.

  4. Wait 60 seconds.

  5. Reconnect the power cord to a wall outlet and to the printer.

    NOTE: 

    HP recommends plugging the printer directly into a wall outlet.

  6. Turn on the printer to complete the reset.

Clean the ink cartridge and carriage electrical contacts

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

  1. Open the door or lid to the cartridge access area. Wait until the carriage stops moving before continuing.

  2. 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.

      Removing the ink cartridges with latches from the carriage

    • Carriages without cartridge latches: Gently press down on the cartridge to release it, and then pull it out of the slot.

      Removing the ink cartridges from the carriage

  3. Holding the cartridge by the sides, remove any protective tape that still might be on the contacts.

    CAUTION: 

    Do not touch the ink nozzles or the copper-colored electrical strip. Touching or trying to remove these parts can result in clogs, ink failure, and bad electrical connections.

    Removing tape from the ink cartridge

  4. Lightly dampen a lint-free cloth with distilled water, and then wipe the copper-colored contacts on the cartridge.

    Cleaning the ink cartridge contacts

  5. Lightly dampen a lint-free cloth or swab with distilled water, and then clean the electrical contacts in the carriage.

    Cleaning the contacts in the carriage

  6. Wait 10 minutes for the contacts to dry, and then reinsert the cartridge into its color-coded slot.

  7. Repeat these steps for the other cartridge if it was indicated in the error message.

  8. 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 ink cartridge

Installing a new cartridge can resolve ink-related errors.

  1. For best results, replace the cartridge with a genuine HP cartridge. To find your cartridge number and purchase HP ink supplies, go to the HP Store or a local retailer.

    NOTE: 

    If you have a defective HP cartridge, it might be under warranty. Go to About Original HP Cartridges for page yield and HP limited warranty information.

  2. Open the door or lid to the cartridge access area. Wait until the carriage stops moving before continuing.

  3. Remove the cartridge indicated in the error message, and then insert the new cartridge into the slot.

  4. Repeat these steps to replace any other cartridges indicated in the error message.

  5. Close the door or lid to the cartridge access area, and then follow any instructions to align the printer.

Service the printer

Service or replace your HP product if the issue persists after completing all the preceding steps.

Go to Contact HP Customer Support to schedule a product repair or replacement. If you are in Asia Pacific, you will be directed to a local service center in your area.

To confirm your warranty status, go to HP Product Warranty Check. Repair fees might apply for out-of-warranty products.

Resolve ink cartridge errors (932, 933, 950, 951-959, 962-969 cartridges)

Resolve errors such as 'Cartridge Missing', 'Depleted Ink Cartridge', and 'Incompatible Cartridge' for printers that use HP 932, 933, 950, 951, 952, 953, 954, 955, 956, 957, 958, 959, 962, 963, 964, 965, 966, 967, 968, and 969 cartridges.

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

Example of HP 950 ink cartridges

Check the ink cartridge numbers

Make sure the cartridge model numbers match your printer and country/region.

  1. Open the door or lid to the cartridge access area. Wait until the carriage stops moving before continuing.

  2. Look for the model number on each of the cartridges.

  3. Go to the HP Store to verify they are compatible with the printer and your country/region.

  4. Replace any incompatible cartridges.

    NOTE: 

    HP+ printers require Original HP cartridges.

Reset the printer

Reset the printer to recover from printer errors or failures.

  1. If your printer has a rechargeable battery, remove it.

  2. With the printer turned on, disconnect the power cord from the printer.

  3. Unplug the power cord from the power source.

  4. Wait 60 seconds.

  5. Reconnect the power cord to a wall outlet and to the printer.

    NOTE: 

    HP recommends plugging the printer directly into a wall outlet.

  6. Turn on the printer to complete the reset.

Clean the ink cartridge electrical contacts

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

  1. Open the door or lid to the cartridge access area. Wait until the carriage stops moving before continuing.

  2. Push in on the cartridge indicated in the error message to release it from the carriage.

    Removing the ink cartridge

  3. Wipe the copper-colored contact on the cartridge with a lint-free cloth.

    Cleaning the contact on the ink cartridge

  4. Slide the cartridge into its color-coded slot until it clicks into place.

  5. Repeat these steps for any other cartridges indicated in the error message.

  6. Close the door or lid to the cartridge access area.

Replace the problem ink cartridge

Installing a new cartridge can resolve ink-related errors.

  1. For best results, replace the cartridge with a genuine HP cartridge. To find your cartridge number and purchase HP ink supplies, go to the HP Store or a local retailer.

    NOTE: 

    If you have a defective HP cartridge, it might be under warranty. Go to About Original HP Cartridges for page yield and HP limited warranty information.

  2. Open the door or lid to the cartridge access area. Wait until the carriage stops moving before continuing.

  3. Remove the cartridge indicated in the error message, and then insert the new cartridge into the slot.

  4. Repeat these steps to replace any other cartridges indicated in the error message.

  5. Close the door or lid to the cartridge access area, and then follow any instructions to align the printer.

Service the printer

Service or replace your HP product if the issue persists after completing all the preceding steps.

Go to Contact HP Customer Support to schedule a product repair or replacement. If you are in Asia Pacific, you will be directed to a local service center in your area.

To confirm your warranty status, go to HP Product Warranty Check. Repair fees might apply for out-of-warranty products.

Resolve ink cartridge errors (178, 364, 564, 655, 862, 902-920, 934, 935 cartridges)

Resolve errors such as 'Cartridge Missing', 'Depleted Ink Cartridge', and 'Incompatible Cartridge' for printers that use HP 178, 364, 564, 655, 862, 902, 903, 904, 905, 906, 907, 908, 909, 910, 912, 914, 915, 916, 917, 918, 919, 920, 934, and 935 cartridges.

Example of HP 904 ink cartridges

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

Check the ink cartridges

Make sure the cartridge model numbers match your printer and country/region, and then check that they are correctly installed.

  1. Open the door or lid to the cartridge access area. Wait until the carriage stops moving before continuing.

  2. Look for the model number on each of the cartridges, and then go to the HP Store to verify they are compatible with the printer and your country/region.

    NOTE: 

    HP+ printers require Original HP cartridges.

    • If the cartridges are incompatible, replace them.

    • If the cartridges are compatible, continue to the next step.

  3. Make sure the label on the ink cartridge matches the label on the carriage.

    Making sure the cartridge is in the correct slot

  4. Make sure all the cartridges are firmly seated. If a cartridge is sticking out farther than the others, press it down until it snaps into place.

  5. If the cartridge does not firmly seat, take it out of the slot, gently bend the tab away from the cartridge no more than 1.27 cm (0.5 in), and then reinsert it.

    Bending out the tab on the cartridge

  6. Close the door or lid to the cartridge access area, and then follow any instructions to align the printer if prompted.

Reset the printer

Reset the printer to recover from printer errors or failures.

  1. If your printer has a rechargeable battery, remove it.

  2. With the printer turned on, disconnect the power cord from the printer.

  3. Unplug the power cord from the power source.

  4. Wait 60 seconds.

  5. Reconnect the power cord to a wall outlet and to the printer.

    NOTE: 

    HP recommends plugging the printer directly into a wall outlet.

  6. Turn on the printer to complete the reset.

Clean the ink cartridge and printhead electrical contacts

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

  1. Open the door or lid to the cartridge access area. Wait until the carriage stops moving before continuing.

  2. Remove the cartridge indicated in the error message from the carriage.

  3. Wipe the copper-colored contact on the cartridge with a lint-free cloth.

    Copper contact on the ink cartridge

  4. Place the cartridge to the side with the contact facing upwards.

  5. Wipe the contact inside the printhead with a lint-free cloth.

    Electrical contact in the carriage

  6. Reinsert the cartridge into its color-coded slot, and then press down on it until it snaps into place.

  7. Repeat these steps for any other cartridges indicated in the error message.

  8. Close the door or lid to the cartridge access area.

Replace the problem ink cartridge

Installing a new cartridge can resolve ink-related errors.

  1. For best results, replace the cartridge with a genuine HP cartridge. To find your cartridge number and purchase HP ink supplies, go to the HP Store or a local retailer.

    NOTE: 

    If you have a defective HP cartridge, it might be under warranty. Go to About Original HP Cartridges for page yield and HP limited warranty information.

  2. Open the door or lid to the cartridge access area. Wait until the carriage stops moving before continuing.

  3. Remove the cartridge indicated in the error message, and then insert the new cartridge into the slot.

  4. Repeat these steps to replace any other cartridges indicated in the error message.

  5. Close the door or lid to the cartridge access area, and then follow any instructions to align the printer.

Service the printer

Service or replace your HP product if the issue persists after completing all the preceding steps.

Go to Contact HP Customer Support to schedule a product repair or replacement. If you are in Asia Pacific, you will be directed to a local service center in your area.

To confirm your warranty status, go to HP Product Warranty Check. Repair fees might apply for out-of-warranty products.

Resolve ink cartridge errors (02, 17, 363, 801 cartridges)

Resolve errors such as 'Cartridge Missing', 'Depleted Ink Cartridge', and 'Incompatible Cartridge' for printers that use HP 02, 17, 363, and 801 cartridges.

Example of an HP 02 ink cartridge

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

Check the ink cartridge numbers

Make sure the cartridge model numbers match your printer and country/region.

  1. Open the door or lid to the cartridge access area. Wait until the carriage stops moving before continuing.

  2. Look for the model number on each of the cartridges.

  3. Go to the HP Store to verify they are compatible with the printer and your country/region.

  4. Replace any incompatible cartridges.

    NOTE: 

    HP+ printers require Original HP cartridges.

Reset the printer

Reset the printer to recover from printer errors or failures.

  1. If your printer has a rechargeable battery, remove it.

  2. With the printer turned on, disconnect the power cord from the printer.

  3. Unplug the power cord from the power source.

  4. Wait 60 seconds.

  5. Reconnect the power cord to a wall outlet and to the printer.

    NOTE: 

    HP recommends plugging the printer directly into a wall outlet.

  6. Turn on the printer to complete the reset.

Clean the ink cartridge electrical contacts

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

  1. Turn on the printer, and then open the door or lid to the cartridge access area.

  2. Squeeze and lift the latch for the cartridge indicated in the error message to access and remove the cartridge from the slot.

    CAUTION: 

    Hold the ink cartridge by its handle. Do not touch the copper-colored contacts with your hands. Do not leave a cartridge outside the printer for more than 30 minutes.

    Removing the ink cartridge

  3. Lightly dampen a cotton swab with distilled water, and then clean the copper-colored contacts on the cartridge.

    Cleaning the cartridge contacts

  4. Wait 10 minutes for the contacts to dry, reinsert the cartridge into its color-coded slot, and then close the latch.

  5. Repeat these steps for any other cartridges indicated in the error message.

  6. Close the door or lid to the cartridge access area.

Replace the problem ink cartridge

Installing a new cartridge can resolve ink-related errors.

  1. For best results, replace the cartridge with a genuine HP cartridge. To find your cartridge number and purchase HP ink supplies, go to the HP Store or a local retailer.

    NOTE: 

    If you have a defective HP cartridge, it might be under warranty. Go to About Original HP Cartridges for page yield and HP limited warranty information.

  2. Open the door or lid to the cartridge access area. Wait until the carriage stops moving before continuing.

  3. Remove the cartridge indicated in the error message, and then insert the new cartridge into the slot.

  4. Repeat these steps to replace any other cartridges indicated in the error message.

  5. Close the door or lid to the cartridge access area, and then follow any instructions to align the printer.

Service the printer

Service or replace your HP product if the issue persists after completing all the preceding steps.

Go to Contact HP Customer Support to schedule a product repair or replacement. If you are in Asia Pacific, you will be directed to a local service center in your area.

To confirm your warranty status, go to HP Product Warranty Check. Repair fees might apply for out-of-warranty products.

Resolve ink cartridge errors (10-13, 18, 38, 39, 70, 72, 73 82, 84, 85, 88, 89 727, 728, 777, and 940 cartridges)

Resolve errors such as 'Cartridge Missing', 'Depleted Ink Cartridge', and 'Incompatible Cartridge' for printers that use HP 10, 11, 12, 13, 18, 38, 39, 70, 72, 73, 82, 84, 85, 88, 89, 727, 728, 777, and 940 cartridges.

Example of an HP 10 cartridge

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

Check the ink cartridge numbers

Make sure the cartridge model numbers match your printer and country/region.

  1. Open the door or lid to the cartridge access area. Wait until the carriage stops moving before continuing.

  2. Look for the model number on each of the cartridges.

  3. Go to the HP Store to verify they are compatible with the printer and your country/region.

  4. Replace any incompatible cartridges.

    NOTE: 

    HP+ printers require Original HP cartridges.

Reset the printer

Reset the printer to recover from printer errors or failures.

  1. If your printer has a rechargeable battery, remove it.

  2. With the printer turned on, disconnect the power cord from the printer.

  3. Unplug the power cord from the power source.

  4. Wait 60 seconds.

  5. Reconnect the power cord to a wall outlet and to the printer.

    NOTE: 

    HP recommends plugging the printer directly into a wall outlet.

  6. Turn on the printer to complete the reset.

Remove and reinsert the ink cartridges

Make sure the cartridges are seated properly in the carriage.

  1. Open the cartridge access door.

    Opening the cartridge access door

  2. Pull a cartridge out of its slot.

  3. Slide the cartridge back into its color-coded slot until it stops.

    Installing the cartridge

  4. Repeat these steps to remove and reinsert the other cartridges.

  5. Close the door to the cartridge access area.

Replace the problem ink cartridge

Installing a new cartridge can resolve ink-related errors.

  1. For best results, replace the cartridge with a genuine HP cartridge. To find your cartridge number and purchase HP ink supplies, go to the HP Store or a local retailer.

    NOTE: 

    If you have a defective HP cartridge, it might be under warranty. Go to About Original HP Cartridges for page yield and HP limited warranty information.

  2. Open the door or lid to the cartridge access area. Wait until the carriage stops moving before continuing.

  3. Remove the cartridge indicated in the error message, and then insert the new cartridge into the slot.

  4. Repeat these steps to replace any other cartridges indicated in the error message.

  5. Close the door or lid to the cartridge access area, and then follow any instructions to align the printer.

 

Also do the Print a Print Quality Diagnostic report

 

Keep me posted. Happy to help!

 

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Have a great day! 

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