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‎04-22-2025 01:23 PM

HP Recommended

i am using a HP Officejet Pro 6960 printer. I  installed a new ink cartridge and got message the cartridge is missing or defected. The printer is not working now.
I reinstalled the old cartridge that was almost empty and worked and got the same message as the new one/

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1 REPLY 1

‎04-23-2025 10:22 AM

HP Recommended

Hi @Nc751 

 

Welcome to the HP Support Community!

 

Thanks for posting your query! We're here to help you get back up and running.

 

It sounds like your HP OfficeJet Pro 6960 is refusing to recognize both the new and old ink cartridges, which can be frustrating. 

 

Let's go through some troubleshooting steps to resolve this issue.

 

Steps to Fix "Missing or Defective Cartridge" Error

1. Verify Cartridge Installation

  • Open the printer’s cartridge access door.
  • Remove and reinsert the ink cartridges to ensure they are properly seated.
  • Make sure the cartridges click into place firmly.

2. Clean Cartridge Contacts

  • Turn off the printer and unplug it from the power source.
  • Remove the cartridges and gently clean the electrical contacts on both the cartridges and the printer using a lint-free cloth lightly moistened with distilled water.
  • Let them dry completely before reinstalling.

3. Check for Protective Tape

  • Ensure that any protective tape or plastic covering has been removed from the new cartridges before installation.

4. Perform a Hard Reset

  • Turn off the printer and unplug it from the power source.
  • Wait 60 seconds, then plug it back in and turn it on.

5. Update Printer Firmware

  • Visit HP’s official troubleshooting page here and download the latest firmware update for your printer.
  • Install the update and restart the printer.

 

Let me know if you need further assistance! 🚀

 

If my response helped, please mark it as an Accepted Solution! ✅ It helps others and spreads support. 💙 Also, tapping "Yes" on "Was this reply helpful?" makes a big difference! Thanks! 😊

 

Take care, and have an amazing day!

 

Regards, 

Hawks_Eye

I am an HP Employee.

If my response helped, please mark it as an Accepted Solution! ✅ It helps others and spreads support.  Also, tapping "Yes" on "Was this reply helpful?" makes a big difference! Thanks! 
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