HP OfficeJet Pro 6978 "One or more cartridges are missing or damaged"

[jefflin]

I am getting the error message "One or more cartridges are missing or damaged." My printer only prints black, none of the colors are printing at all. I added brand new HP ink cartridges and still get this error. 

[sandytechy20]

@jefflin

Welcome to the HP support community.

I understand that you are getting a cartridge error, I am glad to assist you.

set the printer

Reset the printer to recover from printer errors or failures.

• If your printer has a rechargeable battery, remove it.
• With the printer turned on, disconnect the power cord from the printer.
• Unplug the power cord from the power source.
• Wait 60 seconds.
• Reconnect the power cord to a wall outlet and to the printer.
• NOTE:HP recommends plugging the printer directly into a wall outlet.
• 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.
• 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.

Refer to this HP document for further assistance:- Click here

Keep me posted.

If this helps, please mark the public post as an accepted solution so that it benefits several others.

Cheers. 

[jefflin]

@Sandytechy20,

Thanks for the ideas. I did them all but nothing worked.  The error message is still there. 

[jefflin]

Hi I'm still without an operational printer. I have 4 full genuine HP ink cartridges too. Please is there a fix for my problem? 

[jefflin]

@Sandytechy20 This is still an issue for me. Are there any other ideas for solutions, or is my printer basically dead now?

[sandytechy20]

@jefflin

Update the printer firmware

Here are the steps:- Click here

[jefflin]

I tried that already, and the firmware was already up to date. I also did a factory restore. 

[sandytechy20]

@jefflin

You might have to perform a semi-full reset on the printer to fix this issue.

The reset instructions are specific for your printer and performing those steps on a different printer may brick the device.  

I am sending you a private message with the steps to reset the printer. Please check the mailbox icon at the top-right corner of this screen.

I hope this helps resolve this issue completely.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.

[jefflin]

@Sandytechy20 oops, just saw your message. I will try that. thanks.

[jefflin]

@Sandytechy20

I did the semi-full reset, and now I get a screen that says "Use the cartridges that came with the printer." I don't have those. 

I opened the printer lid, removed the HP Ink Cartridges, put them back in, then got the same original error screen that says "One ore more cartridges are missing or damaged." These are brand new HP Ink Cartridges that I bought on Amazon.com.