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An 'Ink cartridge problem - the following ink cartridge(s) appear to be missing or damaged' Error Message Displays on the Printer Control Panel

  • PrintPrint
This document is for the HP Photosmart D7200, D7300, and D7400 printers.
After a new cartridge is installed, the following message displays on the printer control panel: Ink Cartridge Problem - The following ink cartridge(s) appear to be missing or damaged (symbols identify cartridges), and the printer does not print.

Step one: Use genuine HP cartridges

Make sure that you are using genuine HP cartridges and the cartridges are compatible with your printer.
To purchase cartridges or check cartridge compatibility for your printer, go to HP Home & Home Office Store (US only), and then click Ink Toner & Paper.
If you are located outside of the US, follow these steps to purchase cartridges using HP SureSupply.
  1. Scroll to the bottom of the page and make sure that the country/region location is correct.
Genuine HP cartridges can also be purchased from other retailers.

Step two: Clean the cartridge contacts

  1. Lift the top cover.
    Figure 1: Lifting the top cover
  2. Locate the ink cartridge indicated in the error message. Squeeze the gray tab below the cartridge slot to release the latch and then lift the latch.
    Figure 2: Unlatching the cartridge
    1 - Black cartridge
    2 - Color cartridges
  3. Remove the cartridge indicated in the error message.
    Figure 3: Removing the cartridge
  4. Gather the following cleaning materials:
    • Distilled, filtered, or bottled water. Do not use tap water, alcohol, or platen cleaners.
    • Lint-free cloth or swab. Eyeglass wipes and coffee filters work well.
  5. Lightly moisten the swab or cloth and squeeze out the excess moisture.
  6. Holding the cartridge by its handle, wipe the copper contacts.
    Figure 4: Wiping the contacts
    1 - Copper contacts
  7. Replace the cartridge and then close the latch and the printer top cover.
  8. Check the printer for the error message. If the error message continues, go to the next step.
    NOTE:The printer might take up to 15 seconds to clear the error and recognize the cartridge after closing the cover.

Step three: Reset the printer

A printer reset can resolve many cartridge issues.
  1. Press the Power button () to turn on the product.
  2. With the product turned on, disconnect the power cord from the rear of the product.
  3. Unplug the power cord from the wall outlet.
  4. Wait at least 15 seconds.
  5. Plug the power cord back into the wall outlet.
  6. Reconnect the power cord to the rear of the product.
  7. If the product does not turn on by itself, press the Power button () to turn it on.

Step four: Replace the problem cartridge

If the error message continues, replace the indicated cartridge with a new, genuine HP cartridge.
If you have a defective cartridge or printhead, it might be under warranty. To check the warranty on your ink supplies, go to hp.com/go/learnaboutsupplies , select your country/region, and then review the limited warranty information for your supplies.
  1. Lift the top cover.
    Figure 5: Lift the top cover
    Image: Lift the top cover
  2. Locate the ink cartridge indicated in the error message. Squeeze the gray tab below the cartridge slot to release the latch and then lift the latch.
    Figure 6: Unlatch the cartridge
    Image: Unlatch the cartridge
    1 - Black cartridge
    2 - Color cartridges
  3. Remove the cartridge indicated in the error message.
    Figure 7: Remove the cartridge
    Image: Remove the cartridge
  4. Replace the cartridge and then close the latch and the printer top cover.

Step five: Service the printer

These steps apply to 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.
  • If your product is out of warranty, fees might apply for contacting HP.

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