-
×InformationNeed Windows 11 help?Check documents on compatibility, FAQs, upgrade information and available fixes.
Windows 11 Support Center. -
-
×InformationNeed Windows 11 help?Check documents on compatibility, FAQs, upgrade information and available fixes.
Windows 11 Support Center. -
- HP Community
- Archived Topics
- Printers Archive
- Ink Cartridge Problem:

Create an account on the HP Community to personalize your profile and ask a question

08-03-2015 01:30 PM
Ink Cartridge Message: One or more cartridges appear to be missing or damaged. Install or replace the affected cartridges. All cartridges are new. I had a paper jam and at first only the black wasn't printing. Now I'm getting this message an all of the cartridges are lit up. Help!!! It won't let me print at all now!!!
08-03-2015 05:24 PM
Hi @JAM326,
Welcome to the HP Support Forums!
I understand that you're getting an error message on your HP Photosmart 6525 e-All-in-One Printer. I'm happy to help.
I would try the steps within this guide,'Incompatible Ink Cartridge' or 'Indicated Ink Cartridge Must Be Replaced' Displays for HP Deskjet Ink Advantage 6520 and Photosmart 6520 e-All-in-One Printer Series
NOTE: If your printer shipped with SETUP cartridges, you must install them during initial printer setup or an error occurs.

- Go to the HP SureSupply website.
- Scroll to the bottom of the page, and then make sure the country/region location is correct.
- Follow the on-screen instructions to order new ink cartridges or check ink cartridge compatibility with your printer.
- If the cartridges are compatible, continue with the steps in this document.
- If the cartridges are not compatible, continue to the step to replace the cartridge.

- If the printer is off, press the Power button (
) to turn on the printer.
- Open the cartridge access door. The carriage moves to the access area.Figure : Open the cartridge access door
- Check the color icons on the cartridges and the carriage. Make sure that the color icon on each cartridge label matches the color icon on the carriage slot.Figure : Match the color icons
- Run your finger along the top of the cartridges to check for any unseated cartridges in the carriage. Press down on any cartridge that is higher than the others to firmly snap the cartridge into its slot.Figure : Snap the cartridge into its slot
- If the cartridge does not snap into place, or does not seat properly, remove the cartridge from the carriage. Gently bend the tab away from the cartridge, and then reinsert the cartridge into the carriage.
CAUTION: Be careful not to bend the tab out more than 1.27 cm (0.5 in). Moving the tab too far might damage the cartridge or cause the tab to break off.
Figure : An example of gently bending the tab away from the ink cartridge.- Gently bend the tab away from the ink cartridge
- Do not bend the tab more than 1.27 cm (0.5 in)
- Close the cartridge access door.Figure : Close the cartridge access door
- If the printer is off, press the Power button (
) to turn on the printer. Wait until the printer is idle and silent before continuing.
- Open the cartridge access door. The carriage moves to the access area.Figure : Open the cartridge access door
- Press the tab on the front of the cartridge in to release it, and then pull up on the cartridge to remove it from the slot.Figure : Remove the cartridge from the slot
- If an orange pull tab is still attached, remove it.Figure : Orange pull tab
CAUTION: Make sure that you remove the orange pull-tab and plastic wrap completely before you twist the orange cap in the next step. Otherwise, ink might leak from the cartridge. When you remove the plastic wrap, the paper label on the top of the cartridge tears slightly, which is necessary to properly vent the cartridge.
- With the nozzle and contacts facing down, slide the cartridge into its slot. Press down on the cartridge until it clicks into place.Figure : Reinsert the cartridge
- Repeat the previous steps to inspect any other cartridges indicated on the control panel.
- Close the cartridge access door.Figure : Close the cartridge access door
- If these steps resolved the issue, you do not need to continue troubleshooting.
- If the issue persists, continue to the next solution.
CAUTION: Clean the cartridges one at a time. Do not leave a cartridge outside the printer for more than 30 minutes.
- Gather the following materials:
- Clean, lint-free swabs that will not come apart or leave fibers
- A sheet of paper to place the cartridges on
- Press the Power button (
) to turn on the printer.
- Open the cartridge access door. The carriage moves to the access area.Figure : Open the cartridge access door
- Disconnect the power cord from the rear of the printer.
WARNING:
You must disconnect the power cord before reaching inside the printer to avoid risk of injuries or electric shock. - Press the tab on the front of the cartridge in to release it, and then pull up on the cartridge to remove it from the slot.Figure : Remove the cartridge from the slot
- Hold the cartridge by its sides, and then find the electrical contacts on the bottom of the cartridge. The electrical contacts are four small rectangles of copper-colored metal.Figure : Cartridge contacts
- Cartridge contacts
- Inspect the contacts for ink and debris buildup.
- Wipe the contacts with a swab until no debris remains on them.
CAUTION: Be careful to wipe only the contacts. Do not smear any ink or debris elsewhere on the cartridge.
- Turn the cartridge on its side, and then place it onto the sheet of paper.
- Locate the electrical contacts in the cartridge slot. The contacts are four copper-colored pins.Figure : Location of the cartridge slot contacts
- Wipe the contacts with a swab until no debris remains on them.
- With the contacts facing down, slide the cartridge into its slot. Press down on the cartridge until it is firmly seated.Figure : Reinsert the cartridge
- Repeat these steps to clean and reinsert any of the other cartridges.
- Close the cartridge access door.Figure : Close the cartridge access door
- Reconnect the power cord to the rear of the printer.
- Press the Power button (
) to turn on the printer if it does not turn on automatically.
- If these steps resolved the issue, you do not need to continue troubleshooting.
- If the issue persists, continue to the next solution.
- Press the Power button (
) to turn on the product.
- With the product turned on, disconnect the power cord from the rear of the product.
- Unplug the power cord from the wall outlet.
- Wait at least 15 seconds.
- Plug the power cord back into the wall outlet.
- Reconnect the power cord to the rear of the product.
- If the product does not turn on by itself, press the Power button (
) to turn it on.
- If these steps resolved the issue, you do not need to continue troubleshooting.
- If the issue persists, continue to the next solution.
- If these steps resolved the issue, you do not need to continue troubleshooting.
- If the issue persists, continue to the next solution.
- If these steps resolved the issue, you do not need to continue troubleshooting.
- If the issue persists, continue to the next solution.
NOTE: This video shows the HP Photosmart 6520 e-All-in-One printer, but the steps are the same for your printer.
- Press the Power button to turn on the printer, if it is not already turned on. Wait until the printer is idle and silent before continuing.
- Open the cartridge access door. The carriage moves to the access area.Figure : Open the cartridge access door
- Press the tab on the front of the cartridge inward to release it, and then pull up on the cartridge to remove it from the slot.Figure : Remove the cartridge from the slot
- Pull the orange tab to remove the new cartridge from the plastic wrap.Figure : Remove the new cartridge from the plastic wrap
CAUTION: Make sure that you remove the orange pull-tab and plastic wrap completely before you twist the orange cap in the next step. Otherwise, ink might leak from the cartridge. When you remove the plastic wrap, the paper label on the top of the cartridge tears slightly, which is necessary to properly vent the cartridge.
- Twist the orange cap counter clockwise until it snaps off the new cartridge.Figure : Remove the orange cap from the new cartridge
- With the nozzle and contacts facing down, slide the cartridge into its slot. Press down on the cartridge until it is firmly seated.Figure : Insert the cartridge
- Close the cartridge access door.Figure : Close the cartridge access door
- If these steps resolved the issue, you do not need to continue troubleshooting.
- If the issue persists, continue to the next solution.
Step 1. Open link: www.hp.com/contacthp/
Step 2. Enter Product number or select to auto detect
Step 3. Scroll down to "Still need help? Complete the form to select your
contact options"
Step 4. Scroll down and click on: HP contact options - click on Get phone
number
Case number and phone number appear.
Drakster
I work on behalf of HP
If you found this post helpful, you can let others know by clicking the “Accept as Solution” button. You can also show your appreciation, with a kudos, by clicking the “thumbs up" button!
