Ink cartridge problem

[Linda583]

Even though I have bought new ink cartridges HP364 for my HP5520 all in one printer, I am still getting a message that the yellow cartridge is missing or damaged.  I saw that it might be a firmware issue.  I have downloaded drivers but they are asking for an IP address.  I cannot see anything else on the printer panel because of this cartridge error.  Can I fix this or is the printer ready to scrap?

[A_Gayathri]

Hi @Linda583,

Welcome to the HP Support Community

I understand you are facing an Ink cartridge problem issue with your HP Photosmart 5520 e-All-in-One.  Not to worry I will help you to get a resolution to resolve the issue.

To assist better:

• Was there any recent update on the printer prior to the issue?
• Is the blue light solid on the printer?

While you respond to that, Let's perform a power drain: 

• With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet.
• Remove the USB cable, if present.
• Wait for 2-3 minutes, press and hold the power button on your printer for about 30 seconds to remove any additional charge.
• Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord (This is important) and then plug back the power cord to the printer.
• Turn on the printer and wait till the warm-up period finishes and the printer is idle

Update the printer firmware 

• Click here to download and install the latest printer firmware from your product
• Click here to know different methods of updating the printer firmware.

If the issue persists, then please follow the steps mentioned in this document:  HP printer ink cartridge issues including 'Incompatible', 'Missing', 'Failure' and enrollment errors

Hope this helps! Keep me posted.  

Please click “Accepted 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!

[Linda583]

Hi there

Still no difference with the printer.  I can't see its IP address as only the ink cartridge failure message comes up on the printer.  I had tried downloading the drivers before.  For about 3 years the printer was linked to my desktop re working from home and very rarely used with my own home laptop.  Now the desktop is back in the office, the printer must have basically collapsed!  And after I had spent £50 on new cartridges unfortunately.

Thank you for trying to help.

Linda

[Linda583]

I got the IP address and the printer is connected but still showing the error I'm afraid

[A_Gayathri]

@Linda583,

Thank you for your response, I really appreciate your efforts. As the issue still persists, I'm sending out a private message to assist you with the next course of action. 

Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link.

Hope this helps! Keep me posted for further assistance.

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!