Prinnter Error after fixing new cartridge "one or more cartridges are missing or damaged"

[Ayo___]

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. 

[A_Gayathri]

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

1. Verify the Cartridges: Ensure you are using the correct cartridge model (HP 965XL).
2. Inspect the Cartridges: Check the cartridges for any visible damage, such as scratches or ink leaks.
3. Remove Protective Tapes: Make sure the protective tapes on the new cartridges are removed properly.

Step 2: Reinstall the Cartridges

1. Power Off the Printer: Turn off the printer and unplug it from the power source.
2. Open the Printer: Open the cartridge access door and remove the cartridges.
3. Reinsert the Cartridges: Reinsert each cartridge into its slot until it clicks into place.
4. Close the Access Door: Close the cartridge access door.
5. Power On the Printer: Plug in and turn on the printer.

Step 3: Clean the Contacts

1. Power Off the Printer: Turn off the printer and unplug it.
2. Remove the Cartridges: Open the cartridge access door and carefully remove the cartridges.
3. 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.
4. Dry the Contacts: Allow the contacts to dry completely.
5. Reinstall the Cartridges: Reinsert the cartridges and close the access door.
6. Power On the Printer: Plug in and turn on the printer.

Step 4: Update Printer Firmware Update the firmware on an HP printer 

1. Connect to the Internet: Ensure your printer is connected to the internet via Wi-Fi or Ethernet.
2. Access Printer Settings: On the printer control panel, go to "Setup" or "Settings."
3. Check for Updates: Navigate to "Printer Maintenance" or "Firmware Update" and check for available updates.
4. Install Updates: If an update is available, follow the on-screen instructions to install it.

Step 5: Reset the Printer

1. Turn Off the Printer: Power off the printer.
2. Unplug the Printer: Disconnect the power cord from the printer and the wall outlet.
3. Wait: Wait for about 60 seconds.
4. Reconnect the Printer: Plug the power cord back into the printer and the wall outlet.
5. Turn On the Printer: Power on the printer and check if the error message is resolved.

Step 6: Check for Software Issues 

1. Reinstall Printer Software: Uninstall the current printer software and drivers from your computer.
2. 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
3. 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.

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