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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 Product

  • PrintPrint

Issue

One of the following error messages displays on the product 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)'
The product does not print.

Solution

Follow these steps in the order presented to resolve the issue.

Step one: Check the cartridges

  1. If the product is not already on, press the Power button ( ) to turn on the product.
  2. Lift the cartridge access door until it snaps into place.
    The carriage moves to the center of the product.
    Figure 1: Open the cartridge access door
    Illustration: Open the cartridge access door
  3. Make sure that the cartridges sit in the correct slots. Match the shape and color of the icon on the cartridge with the slot that has the same shape and color icon.
    Figure 2: Check the cartridge slots
    Illustration: Check the cartridges.
  4. Run a finger along the top of the cartridges.
  5. Press down on any cartridges that you find sticking up. They should snap down into place.
    Figure 3: Cartridge not seated correctly
    Illustration: Cartridge not seated correctly
  6. If a cartridge does not snap into place, you might need to readjust the cartridge tab. Follow these steps to readjust the cartridge tab.
    1. To remove the cartridge, press the tab on the front of the cartridge to release it, and then remove it from the slot.
      Figure 4: Remove the cartridge
      Illustration: Remove the cartridge from the printhead
      NOTE: Do not leave the cartridges outside the product longer than 30 minutes. Doing so can result in damage to both the product and the cartridges.
    2. Gently bend the tab away from the cartridge. Be careful not to bend the tab more than 1.27 cm (0.5 in).
      Figure 5: Adjust the cartridge tab
      Illustration: Gently bend the tab away from the cartridge
    3. Using the colored icons for help, reinstall the cartridge into its appropriate slot until it snaps into place and seats firmly in the slot.
      Figure 6: Slide the cartridge into its slot
      Illustration: Slide the cartridge into its slot
      Figure 7: Snap the cartridge into place
      Illustration: Snap the cartridge into place
  7. Close the cartridge access door.
  8. Check the product control panel display.
    • If the error message has disappeared , you do not need to troubleshoot further.
    • If the error message has not disappeared , press the Power button ( ) to turn off the product, wait 30 seconds, and then turn on the product again. If the error message displays again, continue with the next step.

Step two: Make sure that the carriage latch is closed

Make sure 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 8: Close the carriage latch
Illustration: Close the carriage latch

Step three: Clean the electrical contacts

CAUTION:The cleaning procedure should take only a few minutes. Reinstall the cartridges in the product as soon as possible. Do not leave the cartridges outside the product longer than 30 minutes. Doing so can result in damage to both the product and the cartridges.
  1. Gather the following cleaning materials:
    • Several clean, lint-free cloths or papers. Coffee filters and glass-cleaning cloths work well.
    • Distilled or bottled water. Do not use tap water, because it can contain contaminants that can damage the printhead.
  2. Lift the cartridge access door until it snaps into place.
    The carriage moves to the center of the product.
    Figure 9: Open the cartridge access door
    Illustration: Open the cartridge access door
  3. Press the Power button ( ) to turn off the product.
  4. Press the tab on the front of the cartridge indicated in the error message to release it, and then remove it from the slot.
    Figure 10: Remove the cartridge
    Illustration: Remove the cartridge
  5. Hold the cartridge by its sides with the bottom pointing up, and then locate the electrical contacts on the cartridge. The electrical contacts are four small rectangles of copper or gold-colored metal at the bottom of the cartridge.
    Figure 11: A sample cartridge
    Illustration: Ink window and electrical contacts on the cartridge
    1 - Ink window
    2 - Electrical contacts
  6. Wipe the electrical contacts with a dry swab or lint-free cloth.
    CAUTION:Be careful not to move any ink or other debris onto the clear plastic ink window next to the electrical contacts.
  7. On the inside of the product, locate the electrical contacts on the printhead. The electrical contacts look like a set of four copper or gold-colored pins positioned to coincide with the electrical contacts on the cartridge.
    Figure 12: Electrical contacts on the inside of the product
    Illustration: Electrical contacts on the inside of the product
  8. Use a dry swab or lint-free cloth to wipe the electrical contacts.
  9. Using the colored icons for help, reinstall the cartridge into its appropriate slot until it snaps into place and seats firmly in the slot.
    Figure 13: Slide the cartridge into its slot
    Illustration: Slide the cartridge into its slot
    Figure 14: Snap the cartridge into place
    Illustration: Snap the cartridge into place
  10. Close the cartridge access door.
  11. Press the Power button ( ) to turn on the product.
  12. Check the product control panel display.
    • If the error message has disappeared , you do not need to troubleshoot further.
    • If the error message has not disappeared , press the Power button ( ) to turn off the product, wait 30 seconds, and then turn on the product again. If the error message displays again, continue with the next step.

Step four: Replace the cartridge

One or more of the cartridges might be faulty. Replace the cartridge indicated in the error message.
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. Click this link, HP SureSupply .
  2. Scroll to the bottom of the page and make sure that the country or region location is correct.
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. If the product is not already on, press the Power button ( ) to turn on the product.
  2. Lift the cartridge access door until it snaps into place.
    The carriage moves to the center of the product.
    Figure 15: Open the cartridge access door
    Illustration: Open the cartridge access door
  3. Press the tab on the front of the cartridge indicated in the error message to release it, and then remove it from the slot.
    Figure 16: Remove the cartridge
    Illustration: Remove the cartridge
  4. Pull the orange pull-tab straight back to remove the plastic wrap from the new cartridge.
    Figure 17: Remove the plastic tape
    Illustration: Remove the plastic tape
  5. Twist the orange cap to snap it off.
    Figure 18: Remove the orange cap
    Illustration: Remove the orange cap
    NOTE:You might need to use a forceful twist to remove the orange cap.
  6. Using the colored icons for help, slide the cartridge into the empty slot until it clicks into place and seats firmly in the slot.
    Figure 19: Insert the cartridge
    Illustration: Insert the cartridge
    CAUTION:Do not lift the latch handle on the carriage to install the cartridges. Doing so can result in incorrectly seated cartridges and printing issues. The latch must remain down in order to correctly install the cartridges.
    Make sure that you insert the cartridge into the slot that has the same shape icon and color as the cartridge.
  7. Close the cartridge access door.
  8. Check the product control panel display.
    • If the error message has disappeared , you do not need to troubleshoot further.
    • If the error message has not disappeared , press the Power button ( ) to turn off the product, wait 30 seconds, and then turn on the product again. If the error message displays again, continue with the next step.

Step five: Service the product

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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