I’m getting an error message saying cartridges are damaged or missing. What do I do?

[Floyd26]

Error message saying one or more cartridges are missing or damaged how do I troubleshoot?

[Sneha_01]

Hi @Floyd26,

Welcome to HP Support Community.

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

If you're receiving an error message indicating that one or more cartridges are missing or damaged on your HP OfficeJet Pro 6978 printer, here's a step-by-step guide to troubleshoot the issue:

Check Cartridge Installation:

• Open the cartridge access door and verify that all cartridges are correctly installed in their respective slots.
• Ensure each cartridge is securely seated and properly aligned.
• If a cartridge is not installed correctly, remove it and reinsert it firmly until it clicks into place.

Inspect Cartridges for Damage:

• Remove each cartridge from the printer and visually inspect them for any signs of damage, such as leaks, cracks, or missing parts.
• If any cartridge appears to be damaged, replace it with a new one.

Clean Cartridge Contacts:

• Turn off the printer and unplug it from the power source.
• Remove each cartridge from the printer.
• Use a lint-free cloth lightly dampened with distilled water to gently clean the copper-colored contacts on each cartridge.
• Allow the cartridges to dry for a few minutes before reinstalling them in the printer.

Restart the Printer:

• Turn off the printer and unplug it from the power source.
• Wait for about 60 seconds, then plug the printer back in and turn it on.
• Allow the printer to go through its startup process and check if the error message persists.

Update Printer Firmware:

• Ensure that your printer has the latest firmware installed.
• Visit the HP Support website, enter your printer model, and download any available firmware updates.
• Follow the instructions provided to install the firmware update on your printer.

Reset Printer:

• Perform a semi-full reset on the printer to reset the printer settings:
  • Press the "Setup" button on the printer's control panel.
  • Scroll to "Tools" using the arrow buttons, then press "OK."
  • Scroll to "Restore Factory Defaults" using the arrow buttons, then press "OK."
  • Follow the on-screen instructions to confirm the reset.

Check for Ink Cartridge Authentication:

• If you're using genuine HP ink cartridges, ensure they have not expired or been refilled with non-HP ink.
• HP printers may display error messages if they detect non-authentic or expired cartridges.

I hope this helps.

Take care and have a good day.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Rachel571

HP Support