Jump to content

'Print cartridge(s) missing or not detected' Message Displays on the Printer After Installing a Print Cartridge

  • PrintPrint
This document is for the D5360, D5363, and D5368 printers.
The Print cartridge(s) missing or not detected message appears on the control panel display after a new print cartridge is installed. The product does not print.
Figure 1: 'Print cartridge(s) missing or not detected' message


Step one: Remove, inspect, and reseat the print cartridges

The print cartridge might not have full electrical contact with the product. Removing and reinstalling the print cartridge might help.
NOTE:HP cannot guarantee the quality of remanufactured or refilled print cartridges.
  1. Make sure that the product is turned on.
  2. Open the product cover. The carriage moves to the far-right side of the product.
    Figure 2: Open the product cover
  3. Wait until the carriage is idle and silent.
  4. Press down lightly on the end of each print cartridge to release it.
    Figure 3: Press lightly to release the print cartridge
  5. Slide both print cartridges out and inspect them.
    CAUTION:Do not touch the copper-colored electrical contacts or the ink nozzles.
    Figure 4: Copper-colored electrical contacts and nozzles
    1 - Copper-colored electrical contacts
    2 - Nozzles
    Check the copper-colored electrical contacts for debris.
    Make sure that all the protective tape has been removed.
    CAUTION:Do not attempt to remove the copper electrical strip.
    Figure 5: Removing the protective tape
    1 - Protective tape
  6. Reinstall the print cartridges in the product, then close the product cover.
    • Print cartridges marked with a triangle go into the left carriage slot.
    • Print cartridges marked with a square or pentagon go into the right carriage slot.
    Figure 6: Print cartridge slots
    1 - Print cartridge slot for the tri-color print cartridge
    2 - Print cartridge slot for the black and photo print cartridges
    Figure 7: Install the print cartridge

Step two: Clean the print cartridge contacts

  1. Gather the following items to clean the print cartridge:
    • Clean, distilled water. Use bottled or filtered water if distilled water is not available. Tap water can contain contaminants that damage the print cartridge.
    • Clean cotton swabs or any soft, lint-free material that does not stick to the print cartridges (coffee filters work well).
    • Sheets of paper or a paper towel to rest the print cartridges on during cleaning.
  2. Open the product cover and wait until the carriage stops moving.
  3. Remove both print cartridges and place them on a piece of paper with the nozzle plate facing up.
    NOTE:Clean the copper-colored electrical contacts quickly so that the print cartridge is not outside of the product for more than 30 minutes. If the print cartridge is outside of the product for too long, the ink can dry and clog the nozzles.
  4. Unplug the product.
  5. Dip a swab in the water and squeeze it to remove most of the moisture. The swab should be only slightly damp.
  6. Clean the copper-colored electrical contacts. Do not touch the ink nozzles.
    Figure 8: Copper-colored electrical contacts
  7. Either let the print cartridge sit for 10 minutes to allow the cleaned area to dry or use a new swab to dry it.
  8. Reinstall the print cartridge.
  9. Plug in the power cord.
  10. Close the product cover.
  11. Try to print again. If the issue continues, proceed to the next step.

Step three: Repeat reseating and cleaning steps

If all the steps have been completed and the issue continues, repeat Step one: Remove, inspect, and reseat the print cartridges and Step two: Clean the print cartridge contacts.

Step four: Replace the print cartridge

Replace the problem cartridge with a new, compatible HP print cartridge. See the product user guide for a list of compatible print cartridges.
  1. Remove the new print cartridge from its packaging and, being careful to touch only the black plastic, gently remove the plastic tape by using the pink pull tab.
    Figure 9: Removing the clear nozzle protective tape
    CAUTION:Do not touch the copper-colored contacts or ink nozzles. Also, do not re-tape the print cartridges. Doing so can result in clogs, ink failure, and bad electrical connections.
  2. Hold the print cartridge with the HP logo on top, and insert the new print cartridge into the empty print cartridge slot.
    • If installing the tri-color print cartridge, slide it into the left slot.
    • If installing a black, photo, or gray photo print cartridge, slide it into the right slot.
    Figure 10: Install the print cartridges
  3. Push the print cartridge firmly into the slot until it snaps into place.
  4. Close the product cover.

Step five: Service the product

Contacting HP for service in all countries/regions except Asia Pacific.
If you have completed all the preceding steps and are still experiencing a problem, service the product.
Determine if your product is in warranty or out of warranty. If you need help determining your product’s warranty status, go to HP’s Warranty Check Tool .
  • If your product is in warranty, Contact HP to obtain service.
  • If your product is out of warranty, Contact HP to find an authorized service provider or to setup service (fees might apply).

Related support links

HP Support forums

Find solutions and collaborate with others on the HP Support Forum
HP on YouTube