HP office jet pro 6960 all in one

[nariman2]

Hi 

we have HP office jet pro 6960 all in one 

every time we replace the cartridges we have problem that a message comes on the screen of the printer; (one or more cartridges are missing or damaged)!  we tried to switch power off the printer un plugged for more than five minutes. however, the problem still there and we can not use the printer. we have even replaced the cartridges few times just to make sure we have placed them correctly. 

we use HP genuine HP cartridges that we get them posted directly from HP as we have subscription with HP. 

one more problem that we could not find a serial number on the back of our HP!

we would very much appreciate if you could help us to find a solution on the issue. 

sincerely yours 

Nariman Mawati  

[Raj_05]

Hi @nariman2,

Welcome to HP Support Community.

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

It sounds like you’ve tried many troubleshooting steps already. Here’s a step-by-step guide to address the “one or more cartridges are missing or damaged” issue with your HP OfficeJet Pro 6960.

Check Cartridge Installation

• Power Off: Turn off the printer and unplug it from the power source.
• Open Access Door: Open the cartridge access door and remove all cartridges.
• Check Contacts: Inspect the contacts on the cartridges and in the cartridge carriage for any debris or damage.
• Reinstall Cartridges: Carefully reinstall each cartridge, making sure they click into place properly. Ensure each cartridge is matched to its designated slot (color and black).

Clean Cartridge Contacts

• Damp Cloth: Dampen a lint-free cloth with distilled water (avoid excessive moisture) and gently wipe the copper-colored contacts on the cartridges and the corresponding contacts in the printer.
• Dry: Allow everything to dry completely before reinstalling the cartridges.

Reset Printer

• Turn Off: Turn off the printer and unplug it from the power source.
• Wait: Leave it unplugged for at least 60 seconds.
• Plug In and Power On: Plug the printer back in and turn it on.

Update Printer Firmware

• Check for Updates: Ensure your printer’s firmware is up to date. You can usually find this in the printer settings or by visiting the HP website.

Inspect and Replace Cartridges

• Check for Defects: If the problem persists, check if the cartridges are genuinely defective or expired. Since you’re using genuine HP cartridges, it’s less likely, but it’s worth verifying.
• Try Different Cartridges: If possible, try installing a new set of cartridges to see if the issue is with the current ones.

Printer Serial Number

• Check Other Locations: If the serial number isn’t on the back, check the inside of the printer’s access door or the printer's bottom. It may also be available in the printer settings menu or through the HP software installed on your computer.

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!

Alden4

HP Support