I have an error message saying a cartridge is missing or damaged. It's not missing

[beth414]

Error message says the magenta cartridge is missing or damaged. It is not missing, I just put a new one in yesterday or the day before. I do not have another cartridge to try.

[A_Gayathri]

Hi @beth414,

Welcome to The HP Support Community.  

Thank you for posting your query, I will be glad to help you.

I understand your HP OfficeJet Pro 6978 is displaying an error message stating that the magenta cartridge is missing or damaged, even though it's not missing and you just replaced it, there are several steps you can try to resolve this issue:
 

1. Check the Cartridge and Contacts

• Turn off the printer and unplug it from the power source.
• Remove the magenta cartridge carefully.
• Inspect the cartridge for any visible damage. Ensure there is no protective tape left on the cartridge's copper contacts.
• Using a lint-free cloth slightly dampened with distilled water, gently clean the copper contacts on the cartridge.
• Also, clean the contacts inside the printer where the cartridge connects.

2. Reinstall the Cartridge

• After cleaning, wait for the contacts to dry completely.
• Reinsert the magenta cartridge into the printer, making sure it is fully seated.
• Plug the printer back in and turn it on.

3. Reset the Printer

• With the printer turned on, unplug the power cord from the printer.
• Unplug the power cord from the wall outlet.
• Wait for 60 seconds.
• Plug the power cord back into the wall outlet and then into the printer.
• Turn the printer on.

4. Update Firmware Update the firmware on an HP printer

• Ensure that your printer's firmware is up to date. Outdated firmware can sometimes cause issues with cartridge recognition.
• You can check for firmware updates through the HP Smart app or by visiting the HP Support website for your printer model.

5. Check for Debris

• Make sure there is no debris, dust, or small bits of paper that could be causing the issue inside the printer where the cartridges are installed.

6. Try Another Cartridge (if possible)

• If you have access to another magenta cartridge, even an old one, try inserting it to see if the error persists. This can help determine if the issue is with the cartridge or the printer itself.

Refer to this document: HP OfficeJet Pro 6978 All-in-One Printer User manual 

HP printer ink cartridge issues including 'Incompatible,' 'Missing,' 'Failure' and enrollment errors

I hope this helps. 

Take care and have a good day.

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