"The following ink cartridge(s) must be replaced

[ctalbot]

I was printing and all of a sudden an error message popped up in the printer screen stating "The following ink cartridge(s) must be replaced" |><| (Symbol for black ink cartridge).  I have never experienced this message before and this was not a new cartidge, but I tried replacing the cartridge anyway and the same message appears after using a brand new cartridge.  I tried to use the diagnostic dostor tool and did all the steps and it still is not resolved. 

[sandytechy20]

@ctalbot

Welcome to HP support community.

Clean the electrical contacts

1. Gather the following materials.

   • Dry foam-rubber swabs, lint-free cloth, or any soft material that does not come apart or leave fibers (coffee filters work well)

   • Distilled, filtered, or bottled water (tap water might contain contaminants that can damage the ink cartridges)

2. Press the Power button to turn on the printer, if it is not already on.

3. Locate the slots on the left and right sides of the printer.

4. Slide your fingers into the two slots, and then gently lift up to open the ink cartridge access door. The carriage moves to the ink cartridge access area. Wait until the carriage is idle and silent before you continue.

5. Disconnect the power cord from the rear of the printer.

6. Disconnect the USB cable, if the printer is connected to your computer with a USB connection.

7. To release the ink cartridge, lift the lid on the ink cartridge slot, and then gently push the lid back until it stops.

8. Pull up on the ink cartridge to remove it from the slot

9. Hold the ink cartridge by its sides.

10. Inspect the ink cartridge contacts for ink and debris buildup.

11. Lightly moisten a foam-rubber swab or lint-free cloth with distilled water, and then squeeze any excess water from it.

12. Clean only the copper-colored contacts on the ink cartridge, and then allow the ink cartridge to dry for about 10 minutes

13. Lightly moisten another foam-rubber swab or lint-free cloth with distilled water, and then squeeze any excess water from it.

14. Use the swab or cloth to clean the electrical contacts in the carriage, located inside the printer in the ink cartridge slots.

15. Allow the carriage contacts to dry for about 10 minutes.

16. Hold the ink cartridge at a slight upward angle with the ink cartridge contacts facing the rear of the printer, slide the ink cartridge into the empty slot, and then close the lid on the ink cartridge slot to secure the ink cartridge in place.

17. Repeat the previous steps to install the other ink cartridge, if necessary.

18. Close the ink cartridge access door.

19. Reconnect the power cord to the rear of the printer.

20. Reconnect the USB cable, if the printer is connected to your computer with a USB connection.

21. Press the Power button to turn on the printer.

Reset the printer

1. Turn the printer on, if it is not already on.

2. Wait until the printer is idle and silent before you continue.

3. With the printer turned on, disconnect the power cord from the rear of the printer.

4. Unplug the power cord from the wall outlet.

5. Wait at least 60 seconds.

6. Plug the power cord back into the wall outlet.

      NOTE:

   HP recommends connecting the printer power cord directly to the wall outlet.

7. Reconnect the power cord to the rear of the printer.

8. Turn on the printer, if it does not automatically turn on.

9. Wait until the printer is idle and silent before you proceed.

Update the printer firmware

Refer this HP document for steps to update firmware:- Click here

Let me know how it goes.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.

[ctalbot]

I had already tried the first 2 suggestions twice to no avail.  I tried the firmware option, but the HP update window said it was up to date. 

[sandytechy20]

@ctalbot

This seems to be a hardware issue.

I request you to talk to HP support.

They might have multiple options to help you with this.

1) Click on this link - www.hp.com/contacthp/

2) Click on "Continue as guest".

3) Enter the serial of your device.

4) Select the country from the drop-down.

5) Click on "Show Options".

Fill the web-form. A case number and phone number will now populate for you.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.

[ctalbot]

The link and those steps do not match up, the page must have updated since that list of steps was created.  In any case, I've tred contacting support and every time I try i get redirected to the support community because the warranty is expired. 

[sandytechy20]

@ctalbot

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

If you are unfamiliar with how the Community's private message capability works, you can learn about that here.

Thank you for visiting the HP Support Community.

Cheers.