One or more cartridges appear to be damaged. Remove them and replace with new cartridges. Was just M

[WILLIAM911]

One or more cartridges appear to be damaged. Remove and replace with new cartridges. First it was just M. Now it is M and Y. 

Turn printer off to reset...nothing. What would be the next step. Thank you. 

[Irfan_06]

Hi @WILLIAM911,

Welcome to the HP Support Community.

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

I see that you are facing an issue with your printer that has an ink cartridge error.

To understand the issue and help you, please share the details listed below:

- Exact model number/product number(SKU number) of your HP Product (Click herefor information on how to find the model number/product number).

- May I know which application are you using to print?

- When was the last time your printer was working fine?

- Were there any changes made to your printer recently?

Note: Do not share any of your personal information such as serial, phone number, email ID, etc.

Take care and have a great day ahead!

Irwin6

HP Support

[WILLIAM911]

I replaced the cartridges with new HP ones. Now it say the blue needs to be replaced instead of magenta.

[WILLIAM911]

All the ink colors are new. Is there a way to do a hard reset? I put in the old cartridge and the same message pops up. Turned the printer off and on many times.  Even disconnected the power first, then turned on the printer. 

FPU No : CN577-64001

Regulatory Medel # SNPRC-1101-01

Serial # [text omitted to protect user privacy]

[Irfan_06]

Hi @WILLIAM911,

Thank you for sharing the above information.

Please follow the steps below to fix the issue.

A) Perform a power drain.

1) Take out the cartridges

2) Unplug the power cord from the printer & wall.

3) Press and hold the power button down for 15 seconds and release the power button, wait for about 30 seconds.

4) Plug the power cord back into the printer and wall, ensure the printer is plugged into the wall & not into a surge protector.

5) Insert the cartridges back into the printer.

Remove the cartridges > Unplug the power cord > Wait for 30 seconds > Plug the power cord back in > Insert the cartridges

B) Kindly refer to the steps on this link to update the printer firmware and let me know if that resolves the issue.

C) Refer to the steps on this link to further troubleshoot.

D) If the issue still persists, refer to the steps on this link to restore factory defaults and let me know if that resolves the issue.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

I hope this helps.

Take care and have a good day

Irwin6

HP Support

[WILLIAM911]

Cannot get to the main screen to reset. Depleted magenta cartridge… Turned off and on, Pulled out the cartridges and pulled plugs, etc.  Just that screen of the little movie. Cannot do anything else. ????

[WILLIAM911]

All new inks installed. It still does not fix the problem. 

[Irfan_06]

Hi @WILLIAM911,

I am sorry to hear that the above steps did not help much but i do appreciate your efforts in performing the troubleshooting steps.

The support on the HP community is currently available within certain constraints. We are striving to enhance our assistance and broaden its scope. We appreciate your understanding and patience.

I've sent you a private message with the instructions. In order to access your private messages, Click the 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

Take care and have a great day ahead!

Irwin6

HP Support