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A 'Cartridge damaged or missing' Error Message Displays for HP Officejet Pro 3610 and 3620 Black & White e-All-in-One Printer Series

Issue
After you insert a new cartridge, a 'Cartridge damaged or missing' error message displays on the control panel, and the printer won't print.
Important: You must install the SETUP cartridge during the initial printer setup or a cartridge error occurs.
Unlike replacement cartridges, you cannot purchase SETUP cartridges from retailers. SETUP cartridges are available only in the box with a new HP printer.
Before you begin
Important: Before you begin, make sure that the cartridge is compatible with your printer.
Visit HP SureSupply to check ink or toner cartridge compatibility or purchase replacement cartridges and other supplies.
  1. If necessary, select your country/region.
    Figure : Country/region selector
    Selecting your country/region
  2. Follow the on-screen instructions to order new supplies or check cartridge compatibility with your printer.
You can also purchase genuine HP cartridges and supplies from other retailers.
Solution one: Remove and reinsert the cartridge
Follow these steps to make sure that the cartridge is inserted correctly.
  1. Press the Power button to turn on the printer, if it is not already on.
  2. Open the cartridge access door.
    Figure : Open the cartridge access door
    Image: Open the cartridge access door
  3. Push in on the front of the cartridge to release it, and then pull it toward you to remove it from its slot.
    Figure : Remove the cartridge from its slot
    Image: Remove the cartridge from its slot.
  4. Hold the cartridge so that the cartridge contacts face toward the printer.
  5. Slide the new cartridge into its slot, and then gently push it forward until it clicks into place.
    Figure : Insert the cartridge into its slot
    Image: Insert the cartridge into its slot.
  6. Close the cartridge access door.
    Figure : Close the cartridge access door
    Image: Close the cartridge access door
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.
Solution two: Clean the cartridge contact
Ink buildup or debris on the cartridge contact might cause a cartridge error. Follow these steps to remove, inspect, and clean the cartridge.
Step one: Remove and inspect the cartridge
Follow these steps to remove and then inspect the cartridge.
  1. Find a clean, lint-free cloth (eyeglass wipes or coffee filters work well) that you can use to clean the cartridge contacts.
  2. Press the Power button to turn on the printer.
  3. Open the cartridge access door. The carriage moves to the left side of the printer. Wait until the carriage is idle and silent before proceeding.
    Figure : Open the cartridge access door
    Image: Open the cartridge access door
  4. Push in on the front of the cartridge to release it, and then pull the cartridge toward you to remove it from its slot.
    Figure : Remove the cartridge from its slot
    Image: Remove the cartridge from its slot.
  5. Inspect the copper-colored cartridge contact for ink buildup or debris.
    Figure : Copper-colored contact on the cartridge
    Image: Copper-colored contact on the cartridge.
Step two: Clean the cartridge contact
Follow these steps to clean the cartridge contact.
  caution:
Do not leave a cartridge outside of the printer for more than 10 minutes. Also, never turn off the printer when a cartridge is removed from its slot. Leaving cartridge slots empty might cause damage to the cartridge ink system.
  1. With a clean, lint-free cloth (eyeglass wipes or coffee filters work well), wipe the copper-colored contact on the cartridge.
    Figure : Copper-colored contact on the cartridge
    Image: Copper-colored contact on the cartridge.
  2. Carefully reinsert the cartridge into its slot, and then push the cartridge forward until it clicks into place.
    Figure : Reinsert the cartridge into its slot
    Image: Reinsert the cartridge into its slot.
  3. Close the cartridge access door.
    Figure : Close the cartridge access door
    Image: Close the cartridge access door
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.
  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.
Solution four: Repeat the steps to remove and reinsert the cartridge
Repeat the steps that you performed earlier in this document to remove and reinsert the cartridge.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.
Solution five: Repeat the steps to clean the cartridge contact
Cleaning the cartridge contact again can help resolve the issue. Repeat the steps that you performed earlier in this document to clean the cartridge contact.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.
Solution six: Replace the cartridge
If none of the preceding steps resolved the issue, follow these steps to replace the cartridge.
If you have a defective cartridge or printhead, it might be under warranty. To check the warranty on your ink or toner supplies, go to hp.com/go/learnaboutsupplies, select your country/region, and then review the limited warranty information for your supplies.
  1. Press the Power button to turn on the printer, if it is not already on.
  2. Open the cartridge access door.
    Figure : Open the cartridge access door
    Image: Open the cartridge access door
  3. Push in on the front of the cartridge to release it, and then pull it toward you to remove it from its slot.
    Figure : Remove the cartridge from its slot
    Image: Remove the cartridge from its slot.
  4. Remove the new cartridge from its packaging.
  5. Hold the cartridge so that the cartridge contacts face toward the printer.
  6. Slide the new cartridge into its slot, and then gently push it forward until it clicks into place.
    Figure : Insert the cartridge into its slot
    Image: Insert the cartridge into its slot.
  7. Close the cartridge access door.
    Figure : Close the cartridge access door
    Image: Close the cartridge access door
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.
Contacting HP for service in all countries/regions except Asia Pacific.
If you completed all the preceding steps and your product still has an issue, service the product.
Check your product warranty to determine if your product is still under warranty, and then go to Contact HP Support to schedule a repair or replacement.
Repair fees might apply for out-of-warranty products.

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