new hp ink cartridges but says they're missing

[ktnbcc]

Could really need some help with my printer (HP Officejet Pro 8710). I recently bought new ink cartridges and replaced the old ones, but then my printer started showing the error message "One or more cartridges are missing or damaged" and since then it has constantly showed this error message.

The ink I have placed in the printer is from hp.com, $150 for black and all three colors, totally new and genuine, but it doesn't seem to respond, it shows the same message. 

I removed them, rebooted the printer, reinstalled and still have the error message and I even uninstalled and reinstalled the hp printer software, updated drivers, downloaded every possible HP support product, HP print and scan doctor, spoke with virtual agents, robooted pc multiple times and it still says that they're missing or damaged. 

Please help! 

[Irfan_06]

Hi @ktnbcc,

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.

A) Please follow the steps below to 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

[ktnbcc]

Hi @Irwin6,

Unfortunately these options did  not work... I tried them repeatedly and just did the factory reset. I'm going to purchase a replacement printhead and hope that works.

Thank you for your time, I appreciate it! Katie

[Irfan_06]

Hi @ktnbcc,

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