error "one or more cartridges appear to be damaged (CYAN) remove and replace

[pidu]

error  message "one or more cartridges appear to be damaged (CYAN) remove and replace. But the cartridge is a genuine HP951 brand new and just installed . Tried resetting and everything that is suggested on support page but still get the error

[Rachel571 · Accepted solution]

Hi @pidu 

Welcome to HP Support Community.

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

It sounds like you're encountering an issue with your HP OfficeJet 8740 printer where it’s giving you the error message: "One or more cartridges appear to be damaged (CYAN) remove and replace." Even though the cartridge is brand new and genuine (HP 951 Cyan), the printer still doesn't recognize it properly.

Here are some steps you can follow to troubleshoot and resolve this issue:

1. Check the Cartridge for Damage:

• Even if the cartridge is new and genuine, it could still have a defect or be damaged during shipping or handling.
• Inspect the cyan cartridge for any visible damage or leaks.
• Make sure the protective tape (usually a plastic strip covering the contacts) was fully removed from the cartridge before installation. Sometimes, small pieces of tape can be left behind, causing errors.

2. Clean the Cartridge and Contacts:

• Turn off the printer and unplug it from the power source.
• Remove the cyan cartridge and inspect both the cartridge and the printer’s cartridge bay.
• Gently clean the gold-colored contacts on both the cartridge and in the printer’s cartridge slot with a soft, lint-free cloth. Sometimes, dust or ink residue can cause the printer to fail to recognize the cartridge.
• After cleaning, reinstall the cartridge carefully.

3. Reinstall the Cartridge:

• Sometimes, the cartridge may not be seated properly, even if it appears to be installed. Remove the cartridge and reinstall it securely, ensuring it clicks into place.
• Ensure it's aligned correctly in the printer.

4. Reset the Printer:

• Perform a hard reset to clear any lingering error messages:
  1. Turn off the printer.
  2. Unplug the printer from the power source.
  3. Wait for 30 seconds.
  4. Plug the printer back in and turn it on again.
  5. Check if the error is cleared.

5. Try Another Genuine HP Cartridge:

• If possible, try another brand new, genuine HP 951 cyan cartridge in the printer to rule out the possibility that the original cartridge is faulty.
• Even new cartridges can sometimes have manufacturing defects.

6. Check the Printer’s Firmware:

• An outdated firmware version may cause issues with recognizing cartridges.
• Check for a firmware update on the HP Support website for your printer model, or use the HP Smart app to update the printer’s firmware if needed.
• Follow the instructions to update the firmware if necessary.

I hope this helps.

Take care and have a good day.

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

Rachel571

HP Support