HP OfficeJet Pro 6978 damaged cartridge error message

[skycase]

ERROR MESSAGE: "One or more cartridges is missing or damaged."

My printer was working fine until my ink ran out. I put in ALL new cartridges, making sure they were the correct ones and in the right order. I have wiped the contacts with lint-free cloth and they all clicked into place. I've double-checked there is no tape on the openings. I've tried disconnecting power source and cables and restarting.

Yet the durn error message is still there. Is there anything else I can do?

[A_Gayathri]

Hi @skycase ,

Welcome to The HP Support Community.  

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

I understand you've already tried the basic troubleshooting steps (checking cartridge placement, cleaning contacts, power cycling), here are some additional things to try:

Step 1: Perform a Hard Reset

1. Turn on the printer, if it's not already on.
2. Remove all ink cartridges from the printer.
3. Disconnect the power cord from the printer and unplug it from the wall.
4. Wait for at least 10 minutes.
5. Reconnect the power cord and turn the printer back on.
6. When prompted, reinsert the cartridges one by one, making sure each clicks into place.

Step 2: Check for Firmware Updates

1. On the printer control panel, go to Setup > Printer Maintenance > Update the Printer.
2. If an update is available, install it and restart the printer.

Step 3: Try a Different Set of Cartridges

Even if they are new, one or more cartridges could be defective. Try using a different set (especially if you still have old ones that weren’t completely empty).

Step 4: Clean the Printhead

If the error persists, the printhead might be causing the issue:

1. Remove the cartridges and check the metal contacts inside the printer (where the cartridge connects).
2. Use a lint-free cloth slightly dampened with distilled water to gently wipe the contacts.
3. Let it dry for a few minutes, then reinstall the cartridges.

Step 5: Reset the Printer to Factory Defaults

If none of the above works, try a factory reset:

1. On the printer control panel, go to Setup > Printer Maintenance > Restore.
2. Choose Restore Factory Defaults and confirm.

I hope this helps. 

Take care and have a good day.

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