Cartridge is missing or damaged

[carleendoan]

I replaced the ink cartridges a few days ago and now the printer is showing a ton of errors. It cycles through saying the cartridge is missing or damaged, going to a blue error screen with error code 01999CE7 and then going to a black screen that says to turn the printer off and then on again. Every time I turn the printer off it automatically restarts and cycles through those screens again.

If I can use the touchscreen before the blue error screen appears, it doesn't appear and the printer stays stuck on the "missing or damaged cartridge" screen. 

I've tried a factory reset and the printer won't do the built-in printerhead cleaning. Any advice? It seems there are multiple issues occurring?

[Kumar0307]

@carleendoan, Welcome to the HP Support Community! I’m here to help.

I see that the printer is stuck on the ink cartridge error. Make sure you are using HP ink cartridges.

Check if the ink cartridges are properly inserted in the printer, you may refer to - Replace HP inkjet printer cartridges

Kindly perform the steps mentioned in this document - Ink cartridge error

Insert the old ink cartridge(if available) and check if the error persists. If not, then the new one is defective.

If the error persists with 2 different ink cartridges, it could be an issue with the printhead which is non-removable.

Please reach out to the HP Technical Support team in your region regarding the replacement options (under warranty). 

Follow the instructions below to reach them:

1) Click on this link - https://support.hp.com/us-en/contact-hp

2) Select your product type below.

3) Enter the serial of your device. 

4) Select the country from the drop-down. 

5) Select the chat or get phone number options based on your preferences. 

6)Fill out the web-form and proceed further.

If you are having trouble navigating through the above options, it's most likely because the device is out of warranty. If yes, you may use this link to find the phone number of the regional HP Support team: HP Phone Assist Worldwide

If the printer is out of warranty, I suggest you upgrade the printer. You may visit Hp Store to check the available printers.

Keep me posted for any other assistance.

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Have a great day!