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An 'Ink Cartridge Appears to Be Missing or Damaged' Error Message Displays on the Printer Control Panel

  • PrintPrint
This document is for the HP Officejet Pro 8500 All-in-One (A909) and Officejet Pro 8500A e-All-in-One printers (A910).
An 'Ink cartridge appears to be missing or damaged ' error message displays on printer control panel, and the printer does not print.
    One or more cartridges might be missing, out of ink, or not seated properly. The printer or one or more of the cartridges might be defective.

Solutions

Follow these solutions in the order presented to resolve the issue.
NOTE:If all four Cartridge lights are blinking, but the cartridges are not missing or out of ink, continue to the Service the printer section at the end of this document.
Check to see if cartridges indicated by the error message are missing, or damaged.
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 or region location is correct.
  1. Open the cartridge cover.
    Figure 1: Open the cartridge cover
    Image: Opening the cartridge cover
  2. Check for any missing cartridges.
    • If cartridges are missing, skip to the solution to replace them.
    • If no cartridges are missing, continue to the next steps to inspect the problem cartridges.
  3. Grasp the cartridge with low ink between the thumb and forefinger, and then pull it out of the slot.
    Figure 2: Remove the cartridge
    Image: Removing the cartridge
  4. Examine the cartridge for visible damage.
    • If there is damage, skip to the solution to replace the cartridge.
    • If it seems to be undamaged, continue on to the next step to reinstall the cartridge.
  5. Align the cartridge with its color-coded slot, and then insert the cartridge into the slot. Press down firmly on the cartridge to ensure proper contact.
    Figure 3: Insert the cartridge
    Image: Insert the cartridge
  6. If the control panel error message indicates more than one cartridge, repeat steps to remove, inspect, and then reinsert the cartridges.
  7. Close the cartridge cover.
    Figure 4: Close the cartridge cover
    Image:  Closing the cartridge cover
Repeat the steps to remove any problem cartridges and reinsert them, ensuring that they snap firmly into place.
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.
Replace any cartridges that are listed in the error message.

Video of replacing the cartridges

The following video demonstrates how to replace a cartridge.
NOTE:This video shows the HP Officejet Pro 8500A e-All-in-One Printer series (A910), but the steps are the same for your printer.
If you have trouble viewing the video or to view the video in a different size, click here to play the video on YouTube .
  1. Open the cartridge cover.
    Figure 5: Open the cartridge cover
    Image: Opening the cartridge cover
  2. Grasp the cartridge with low ink between the thumb and forefinger, and then pull it out of the slot.
    Figure 6: Remove the cartridge
    Image: Removing the cartridge
  3. Remove the new cartridge from the package.
    Figure 7: Remove the new cartridge from the package
    Image:  Removing the new cartridge from the  package
  4. Align the cartridge with its color-coded slot, and then insert the cartridge into the slot. Press down firmly on the cartridge to ensure proper contact.
    Figure 8: Insert the cartridge
    Image: Insert the cartridge
  5. If more than one cartridge is low on ink, repeat the steps to insert the other cartridges.
  6. Close the cartridge cover.
    Figure 9: Close the cartridge cover
    Image:  Closing the cartridge cover
Follow these steps to reset the printer.
  1. Press the Power button ( ) to turn off the printer.
    NOTE:The printer might not turn off after pressing the Power button. If the printer does not turn off, you can still continue to the next step.
  2. Disconnect the power cord from the rear of the printer.
  3. Unplug the power cord from the power source or wall outlet.
  4. Wait 30 seconds.
  5. Plug the power cord back into the power source or wall outlet.
  6. Reconnect the power cord to the rear of the printer.
  7. Press the Power button ( ) to turn on the printer.
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.