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- HP Community
- Printers
- Printer Ink Cartridges & Print Quality
- Prinnter Error after fixing new cartridge "one or more cart...

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06-16-2024 06:44 AM
I just bought an HP OfficeJet Pro 9012e All-in-One Printer. When I tried to change the cartridge for the first time with a genuine HP 965XL, I got the message "one or more cartridges are missing or damaged". I got the new cartridge replaced by the shop but the message remains. I am not sure the printer is the problem now.
06-18-2024 07:19 AM - edited 06-18-2024 07:20 AM
Hi @Ayo___ ,
Welcome to The HP Support Community.
Thank you for posting your query, I will be glad to help you.
I understand you are facing cartridge issues with a new printer. Let's go through some troubleshooting steps to resolve the "one or more cartridges are missing or damaged" error for your HP OfficeJet Pro 9012e:
Step 1: Check the Cartridges
- Verify the Cartridges: Ensure you are using the correct cartridge model (HP 965XL).
- Inspect the Cartridges: Check the cartridges for any visible damage, such as scratches or ink leaks.
- Remove Protective Tapes: Make sure the protective tapes on the new cartridges are removed properly.
Step 2: Reinstall the Cartridges
- Power Off the Printer: Turn off the printer and unplug it from the power source.
- Open the Printer: Open the cartridge access door and remove the cartridges.
- Reinsert the Cartridges: Reinsert each cartridge into its slot until it clicks into place.
- Close the Access Door: Close the cartridge access door.
- Power On the Printer: Plug in and turn on the printer.
Step 3: Clean the Contacts
- Power Off the Printer: Turn off the printer and unplug it.
- Remove the Cartridges: Open the cartridge access door and carefully remove the cartridges.
- Clean the Contacts: Use a lint-free cloth slightly dampened with distilled water to clean the electrical contacts on the cartridges and inside the printer.
- Dry the Contacts: Allow the contacts to dry completely.
- Reinstall the Cartridges: Reinsert the cartridges and close the access door.
- Power On the Printer: Plug in and turn on the printer.
Step 4: Update Printer Firmware Update the firmware on an HP printer
- Connect to the Internet: Ensure your printer is connected to the internet via Wi-Fi or Ethernet.
- Access Printer Settings: On the printer control panel, go to "Setup" or "Settings."
- Check for Updates: Navigate to "Printer Maintenance" or "Firmware Update" and check for available updates.
- Install Updates: If an update is available, follow the on-screen instructions to install it.
Step 5: Reset the Printer
- Turn Off the Printer: Power off the printer.
- Unplug the Printer: Disconnect the power cord from the printer and the wall outlet.
- Wait: Wait for about 60 seconds.
- Reconnect the Printer: Plug the power cord back into the printer and the wall outlet.
- Turn On the Printer: Power on the printer and check if the error message is resolved.
Step 6: Check for Software Issues
- Reinstall Printer Software: Uninstall the current printer software and drivers from your computer.
- Download the Latest Software: Visit the HP Support website and download the latest drivers and software for your printer model. Software and Drivers for HP OfficeJet 9012e All-in-One Printer
- Install the Software: Follow the on-screen instructions to install the software and reconnect the printer to your computer.
Refer to this document: HP OfficeJet 9012e All-in-One Printer User manual
I hope this helps.
Take care and have a good day.
Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution.
A_Gayathri
HP Support Community Administrator.