Cartridge Problem: One of more cartridges are missing or damaged

[NolanSmith]

I bought a  HP 9015e OfficeJet Pro in January 2024. Recently, I started getting the following printer error message and I am now unable to print. "Cartridge Problem: One of more cartridges are missing or damaged". I have bought 2 new sets of printer cartridges and it's definitely not the cartridges. 

I have also tried restarting & resetting the printer with no luck.  If it's the printer, how can I return the printer for a refund or a replacement printer? I like the It shouldn't break-down this soon. 

Please assist.

Thanks 

[A_Gayathri]

Hi @NolanSmith ,

Welcome to The HP Support Community.  

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

I understand it’s frustrating to experience a cartridge error with such a recent purchase. Here’s a detailed guide to troubleshoot the issue and proceed with a refund or replacement if necessary:

Troubleshooting Steps

Inspect Cartridges and Printer Contacts

• Remove all cartridges from the printer.
• Check for any debris, ink residue, or damage on the cartridges' contacts (gold/copper connectors).
• Use a lint-free cloth slightly dampened with distilled water to clean the contacts on the cartridges and the corresponding contacts inside the printer.

Ensure Correct Cartridge Installation

• Verify that you are using genuine HP cartridges compatible with the HP 9015e (HP 962 or HP 962XL).
• Reinstall the cartridges carefully, ensuring they click firmly into place.

Perform a Printer Hard Reset

• Turn off the printer and unplug it from the power source.
• Wait 5-10 minutes before plugging it back in and turning it on.

Update Printer Firmware

• Connect the printer to your computer or network.
• Download the latest firmware update for your printer from the HP Support website.
• Install the update and restart the printer.

Try a Different Cartridge Slot (if applicable)

• If the error indicates a specific cartridge (e.g., black or cyan), swap its position with another cartridge to see if the error persists.

Use the Printer in Single-Cartridge Mode

• Remove all cartridges except one (e.g., black).
• Check if the printer recognizes it and prints. Repeat for each cartridge.

Run Diagnostics via HP Smart App

• Open the HP Smart App on your device.
• Navigate to “Printer Maintenance” > “Diagnose & Fix” to check for additional errors.

I hope this helps. 

Take care and have a good day.

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