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HP Officejet 6500 All-in-One Printer - E709a support

'The following ink cartridge appears to be missing or damaged' Error Message Displays on the Printer Control Panel

  • PrintPrint
This document is for the HP Officejet 6500 All-in-One (E709) and 6500A e-All-in-One (E710) printers.
The printer does not print and one of the following error messages displays on the printer control panel:
  • 'The following ink cartridge appears to be missing or damaged: Black (K)'
  • 'The following ink cartridge appears to be missing or damaged: Cyan (C)'
  • 'The following ink cartridge appears to be missing or damaged: Magenta (M)'
  • 'The following ink cartridge appears to be missing or damaged: Yellow (Y)'

Solution one: Use genuine HP cartridges

HP recommends that you use genuine HP cartridges. HP cannot guarantee the quality or reliability of non-HP cartridges or refilled HP cartridges. If you do not use genuine HP cartridges, the following solutions might not resolve your print quality issue.
Which cartridges you use depends on your country or region. Follow these steps to purchase cartridges or check cartridge compatibility for your printer using HP SureSupply.
  1. Scroll to the bottom of the page and make sure that the country or region location is correct.

Solution two: Close the printhead latch

Check that the latch securing the printhead to the carriage is securely closed. Leaving the latch handle raised can result in incorrectly seated cartridges and printing issues. The latch must remain down in order to correctly install the cartridges.
Figure 1: Close the carriage latch
Image: Close the carriage latch

Solution three: Make sure that the cartridges are inserted correctly

The printer might display an error message if the cartridges are not inserted correctly. Follow these steps to make sure that the cartridges are inserted correctly.
  1. Press the Power button to turn on the printer, if it is not already on.
  2. Open the cartridge access door. The carriage moves to the center of the printer. Wait until the carriage is idle and silent before you continue.
    Figure 2: Open the cartridge access door
    Image: Open the cartridge access door
  3. Press down on the printhead latch until it stops.
    Figure 3: Press down on the printhead latch
    Image: Press down on the printhead latch
  4. Check the color icons on the cartridges and the carriage. Make sure that the color icon on each cartridge label matches the color icon on the carriage slot.
    Figure 4: Make sure that the icons match
    Image: Make sure that the icons on the cartridge and carriage match.
  5. Run your finger along the top of the cartridges to check for any unseated cartridges in the carriage. Press down on any cartridge that is higher than the others to firmly snap the cartridge into its slot.
    Figure 5: Snap the cartridge into its slot
    Image: Snap the cartridge into its slot
  6. If the cartridge does not snap into place, remove the cartridge from the carriage. Gently bend the tab away from the cartridge, and then reinsert the cartridge into the carriage.
    CAUTION:Be careful not to bend the tab out more than 1.27 cm (0.5 in) . Moving the tab too far might damage the cartridge or cause the tab to break off.
    Figure 6: Adjust the cartridge tab
    Image: Adjust the cartridge tab
  7. Close the cartridge access door.
  8. Try to print again.

Solution four: Remove and then reinsert the cartridges

Follow these steps to remove and reinsert the cartridge or cartridges indicated in the error message.
  1. Press the Power button to turn on the printer, if it is not already on. Wait until the printer is idle and silent before you continue.
  2. Open the cartridge access door. The carriage moves to the center of the printer. Wait until the carriage is idle and silent before you continue.
    Figure 7: Open the cartridge access door
    Image: Open the cartridge access door
  3. Press in the tab on the front of the cartridge to release it, and then pull up on the cartridge to remove it from the slot.
    Figure 8: Remove the cartridge from the slot
    Image: Remove the cartridge from the slot
  4. With the nozzle and contacts facing down, slide the cartridge into its slot. Press down on the cartridge until it clicks into place.
    Figure 9: Reinsert the cartridge
    Image: Reinsert the cartridge
  5. Repeat these steps to inspect any other cartridges indicated in the error message.
  6. Make sure that each cartridge is installed firmly in place in its slot. Run your finger along the top of the cartridges to feel for any that are protruding or not seated correctly, and if any are, press down firmly on the cartridge until it snaps into place.
  7. Make sure that the printhead latch is down.
    Figure 10: Press down on the printhead latch
    Image: Press down on the printhead latch
  8. Check the color icons on the cartridges and the carriage. Make sure that the color icon on each cartridge label matches the color icon on the carriage slot.
    Figure 11: Make sure that the icons match
    Image: Make sure that the icons on the cartridge and carriage match.
  9. Close the cartridge access door.
  10. Try to print again.

Solution five: Clean the cartridge and carriage contacts

The cartridge or carriage contacts might be dirty. Follow these steps to clean the contacts on the cartridge and carriage.
CAUTION:Clean the cartridges one at a time. Do not leave a cartridge outside the printer for more than 30 minutes .
  1. Gather the following materials:
    • Clean, lint-free swabs, or other lint-free material that does not come apart or leave fibers
    • A sheet of paper to place the cartridges on
  2. Press the Power button to turn on the printer, if it is not already on.
  3. Open the cartridge access door. The carriage moves to the center of the printer. Wait until the carriage is idle and silent before you continue.
    Figure 12: Open the cartridge access door
    Image: Open the cartridge access door
  4. Disconnect the power cord from the rear of the printer.
  5. Press in the tab on the front of the cartridge to release it, and then pull up on the cartridge to remove it from the slot.
    Figure 13: Remove the cartridge from the slot
    Image: Remove the cartridge from the slot
  6. Hold the cartridge by its sides, and then find the cartridge contacts on the bottom of the cartridge. The cartridge contacts are four small rectangles of copper-colored metal.
    Figure 14: Cartridge contacts
    Image: Cartridge contacts
    1 - Cartridge contacts
  7. Inspect the contacts for ink and debris buildup.
  8. Wipe the contacts with a dry swab or other lint-free material until no debris remains on them.
    CAUTION:Be careful to wipe only the contacts. Do not smear any ink or debris elsewhere on the cartridge.
  9. Turn the cartridge on its side, and then place it onto the sheet of paper.
  10. Locate the cartridge slot contacts in the cartridge slot. The contacts are four copper-colored pins at the bottom of the carriage.
    Figure 15: Location of the cartridge slot contacts
    Image: Location of the cartridge slot contacts
  11. Wipe the contacts with a dry swab or other lint-free material until no debris remains on them.
  12. With the contacts facing down, slide the cartridge into its slot. Press down on the cartridge until it clicks into place.
    Figure 16: Insert the cartridge
    Image: Insert the cartridge
  13. Repeat these steps to clean and then reinsert any of the other cartridges indicated in the error message.
  14. Close the cartridge access door.
  15. Reconnect the power cord to the rear of the printer.
  16. Press the Power button to turn on the printer if it does not turn on automatically.

Solution six: Remove and reinsert the cartridges again

Repeat the steps that you performed earlier in this document to remove and then reinsert the cartridges indicated in the error message.

Solution seven: Clean the cartridge and carriage contacts again

The cartridge and carriage contacts might require several cleanings to resolve any issues. Repeat the steps that you performed earlier in this document to clean the contacts of the cartridges indicated in the error message.

Solution eight: Reset the printer

A printer reset resolves many cartridge issues. Follow these steps to reset the printer.
  1. If the printer is turned off, press the Power button to turn on the printer. Wait until the printer is idle and silent before continuing.
  2. With the printer turned on , disconnect the power cord from the rear of the printer.
  3. Unplug the power cord from the wall outlet.
  4. Wait at least 60 seconds.
  5. Plug the power cord back into the wall outlet.
    NOTE:HP recommends connecting the printer power cord directly to the wall outlet.
  6. Reconnect the power cord to the rear of the printer.
  7. If the printer does not turn on by itself, press the Power button to turn it on.
    NOTE:The printer might go through a warm-up period. The printer lights might flash, and the carriage might move.
  8. Wait until the warm-up period finishes and your printer is idle and silent before you proceed.

Solution nine: Replace the problem cartridge

Even genuine HP cartridges can cause error messages. Follow these steps to replace the cartridge(s) indicated in the error message.
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.

Video of replacing the cartridges

The following video demonstrates how to replace a cartridge.
.
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. Press the Power button ( ) to turn on the product.
  2. Open the cartridge access door. The carriage moves to the center of the product.
    Figure 17: Open the cartridge access door
    Illustration of opening the cartridge access door
    CAUTION:Wait until the carriage stops moving before you proceed.
  3. Press in the tab on the front of the cartridge to release it, and then pull it up and out to remove it from its slot.
    Figure 18: Remove the cartridge
    Illustration of removing the cartridge
  4. On the new cartridge, pull the orange pull-tab straight back to remove the plastic wrap.
    Figure 19: Remove the pull-tab
    Illustration of the orange pull tab
  5. Twist the orange cap counter-clockwise to snap it off.
    Figure 20: Remove the orange cap
    Illustration of removing the orange cap
  6. With the cartridge contacts facing the printhead, slide the cartridge into the correct slot. The color-coded icons on the cartridge and on the printhead indicate the correct slot.
    Figure 21: Reinstall the cartridge
    Illustration of reinstalling the cartridge
  7. Press down on the cartridge until it clicks into place. If the cartridge does not snap into place, remove the cartridge from the carriage. Gently bend the tab away from the cartridge, and then reinsert the cartridge into the carriage.
    CAUTION:Be careful not to bend the tab out more than 1.27 cm (0.5 inches). Moving the tab too far might damage the cartridge or cause the tab to break off.
    Figure 22: Gently bend the tab away from the cartridge
    Illustration of bending the tab away from the cartridge
  8. Repeat these steps for each cartridge that you want to replace.
  9. Close the cartridge access door.

Solution ten: Replace the printhead

If the previous solutions did not resolve the issue, replace the printhead.
CAUTION:Wait until you have a new printhead available before you remove the printhead and cartridges.
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.
If HP replaces your printhead assembly under warranty, you receive a new printhead assembly, cleaning materials, and a full set of new cartridges with the replacement printhead.
If your printhead assembly is no longer under warranty, you can purchase a new one online.
  1. Go to the HP How to Buy website , and then click your country-language.
  2. A Buy HP page displays. Look for the HP Parts store on this page. The location of the HP Parts store varies depending on your region. Click HP Parts store .
  3. Under Find your part(s) , type CN643A in the Search by part number text box. Follow the on-screen instructions to order the printhead assembly.

Solution eleven: Service 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.
HP Officejet 6500 All-in-One Printer - E709a

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