9015e showing "Missing or Damaged Cartridge" error after update

[shersch]

I've had this printer since September of 2023 and have had zero issues with it.  It did a firmware update a couple of days ago despite me having it explicitly configured NOT to update, and now it's saying that my ink cartridges are missing or damaged.  It seems like I can't reach out to support without paying money, even though it was their update that has now bricked my printer.  Does anyone have any experience with this issue or know how to resolve it?  Is there a way to rollback the firmware update?

[VikramTheGreat]

Hi @shersch,

Welcome to the HP Support Community.
 

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

I'm sorry to hear about the issues you're facing with your HP OfficeJet Pro 9015e. Here are some steps you can try to resolve the "missing or damaged ink cartridges" error.

Regarding rolling back the firmware update, the printer does not typically provide an option to revert to a previous firmware version. 
 

1. Check the Cartridges
   • Power off the printer.
   • Gently remove all ink cartridges.
   • Inspect for ink buildup, dirt, or damage on the contacts.
   • Wipe the cartridge and printer contacts gently with a lint-free, slightly damp cloth.
   • Reinsert the cartridges firmly into their slots.
   • Turn the printer back on.
      
2. Check Cartridge Authenticity
   • Ensure you’re using genuine HP ink cartridges designed for the 9015e series.
   • You can verify cartridge authenticity via the HP Smart app or at hp.com/go/validate.
      
3. Perform a Printer Reset
   • With the printer on, disconnect the power cable from the back.
   • Wait 60 seconds.
   • Plug it back in and turn the printer on.
      
4. Contact HP Support
   • Even if your standard support window has passed, because this issue appears to be directly linked to a firmware update, we recommend contacting HP Support through:
     • HP Support Assistant App
     • The official HP Contact Support page

I hope this helps.

Take care and have a good day.

Please click “Accepted Solution” if you feel my post solved your issue, as it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

VikramTheGreat

HP Support

[shersch]

I have tried all of these things.  I am not using HP brand cartridges, but I have no reason to believe they're the source of the issue since they were working until the printer forced an update.  It seems as though the update is what caused the problem.  I have tried reaching HP through the contact support page, but they want me to pay for support in order to contact them, which is why I'm posting here instead.  It is unethical that I would have to pay to get assistance on their faulty update.  I deliberately kept updates disabled to avoid bad firmware.

[VikramTheGreat]

Hi @shersch,

Sorry to hear that you still have trouble. Request you to please reach us on a Private message with the printer details so I can try to provide all the help.

Please help us with the Printer serial number or the product number in a private message for further assistance.
 

Here is the link to find the product number: - Click here

To access your private messages, simply click the private message icon in the upper right corner of your HP Support Community profile, next to your profile and send a private message to me with the serial number, because we value your privacy.
 

VikramTheGreat

HP Support

[shersch]

Hi,

I just sent you a private message with my serial number.  Thank you!

[Garp_senchau]

@shersch, Welcome to HP Support Community,

Thank you so much for posting your query! My colleague is currently out, but don't worry – I’ll be taking over and making sure we get this sorted for you.

I recommend referring to this guide to troubleshoot issues related to missing or damaged cartridges: HP ink cartridge issues including, incompatible, missing and not recognized errors | HP® Support

I truly hope these steps help get things back on track. If you have any questions or need any further clarification, just let me know – I’m happy to guide you through it and make sure everything works perfectly.

Take care, and I hope you have an amazing day ahead! 😊

Problem solved? 🎉 That’s fantastic! If you could mark this as the Accepted Solution, it would help others find their way here faster. And if you found this helpful, a simple ‘yes’ would mean a lot – it makes my day and gives this reply a little street cred! 🏅

Regards,