My HP OfficeJet 9010e is stuck on an “ink cartridge missing or damaged” error

[Ivy68]

My HP OfficeJet 9010e is stuck on the error message: “One or more ink cartridges are missing or damaged.”

I have already:

• Cleaned the printhead and the cartridge chips.
• Replaced the cartridges with brand-new ones from the correct region.
• Power-cycled the printer multiple times.

Despite these steps, the error persists and I cannot access the home screen or use the printer.

This is an urgent issue as it is preventing me from using the printer for important tasks.

[Hawks_Eye]

Hi @Ivy68 

Welcome to the HP Support Community! We're here to help you get back up and running.

Thanks for detailing everything you've already tried—it sounds like you've been thorough, and I completely understand how frustrating this is, especially when you're relying on the printer for important work.

Since your HP OfficeJet 9010e is stuck on a persistent “Ink Cartridge Missing or Damaged” error despite new cartridges and proper cleaning, here’s a structured approach to help resolve it:

 

1. Perform a Hard Reset

Even if you’ve already power-cycled, let’s do a full electrical reset:

Power on the printer.

With the printer still on, disconnect the power cable from the back (do not press the power button).

Unplug it from the wall as well.

Wait 2–3 minutes.

Press and hold the power button for 20 seconds to drain residual power.

Plug the printer directly into a wall outlet (not a surge protector).

Power it back on and check if the error clears.

2. Reseat All Cartridges Properly

Sometimes even new cartridges need reseating due to contact pressure.

Open the cartridge access door.

Remove all cartridges, then reinsert one at a time, ensuring each clicks firmly into place.

Confirm that each cartridge is the correct type (e.g., HP 962 or 962XL) and matches your printer's regional settings.

Avoid mixing standard and XL cartridges in different slots—stick to the same type for troubleshooting.

3. Check for Protective Tape or Physical Defects

Double-check that no plastic tape or orange protective clips are left on any cartridge.

Inspect the gold contacts and ink nozzles on each cartridge—look for signs of damage, ink buildup, or misalignment.

Gently clean each contact with a lint-free cloth slightly moistened with distilled water.

4. Inspect the Cartridge Slot Area

Use a flashlight to check the cartridge slots (especially the one being reported as faulty).

Look for any bent metal pins, ink buildup, or debris that might block the electrical connection.

Clean the contact area carefully if needed.

5. Run a Printer Reset via Firmware (If Possible)

If the screen is locked to the error and won’t let you access the menu, try this hidden reset method:

With the printer powered on, press:
Back (⟵) button 4 times quickly.

This may open a Support Menu (hidden).

Use the arrows to scroll to “Reset Menu” > Semi Full Reset.

Select it and confirm.

This will not delete firmware but will clear certain non-critical memory settings that may be causing the issue.

6. Update Firmware (After Error Clears or via HP Smart)

Once the error clears and the printer becomes responsive:

Use the HP Smart app or the Embedded Web Server (enter the printer’s IP in a browser) to install the latest firmware.

This prevents future cartridge detection issues and improves stability.

Let me know which cartridge slot is being reported as damaged (if any), and I’ll tailor the steps further. You're doing everything right—this issue can be resolved.

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