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HP ENVY 5640, 5660, 7640 and Officejet 5740, 8040 e-All-in-One Printer Series - A 'Cartridges Missing' or 'Ink Cartridges Problem' Message Displays on the Control Panel

This document is for the following printers using ink cartridges or Instant Ink cartridges:
Printer Model
HP ENVY 5640 e-All-in-One Printer
HP Officejet 5740 e-All-in-One Printer
HP ENVY 5642 e-All-in-One Printer
HP Officejet 5741 e-All-in-One Printer
HP ENVY 5643 e-All-in-One Printer
HP Officejet 5742 e-All-in-One Printer
HP ENVY 5644 e-All-in-One Printer
HP Officejet 5743 e-All-in-One Printer
HP ENVY 5646 e-All-in-One Printer
HP Officejet 5744 e-All-in-One Printer
HP ENVY 5660 e-All-in-One Printer
HP Officejet 5745 e-All-in-One Printer
HP ENVY 5665 e-All-in-One Printer
HP Officejet 5746 e-All-in-One Printer
HP ENVY 7640 e-All-in-One Printer
HP Officejet 8040 with Neat e-All-in-One Printer
HP ENVY 7645 e-All-in-One Printer
HP Officejet 8045 e-All-in-One Printer
After you install a cartridge, the printer does not print, and one of the following error messages displays on the printer control panel:
  • Cartridges Missing
  • Ink Cartridges Problem (the icon of the black or tri-colored cartridge also displays)
These issues might occur with compatible HP cartridges under certain circumstances. When one of these error messages displays, use the solutions in this document to resolve the issue. After completing each solution, check the printer control panel to see if the error message displays. If the message still displays, continue to the next solution until the issue is resolved.
  note:
If you do not have a replacement cartridge available when you follow the steps in this document to replace a cartridge, you can still print. Remove the problem cartridge, and then print with the remaining cartridge. When the print job is sent, the printer displays a 'Printing in Single Cartridge Mode' message on the control panel. If you remove the tri-color cartridge, the printouts are in grayscale. If you remove the black cartridge, the printer prints slowly and the colors in the printouts might vary.
Solution one: Make sure that the cartridges are compatible
Make sure that the installed cartridges are compatible with your printer and that they are unmodified, genuine HP cartridges.
Cartridge Description
Country/Region
The Americas
Europe
Middle East and Africa
Asia Pacific
Black cartridge
HP 62 Black 
HP 62 Black 
HP 62 Black 
HP 62 Black 
Color cartridge
HP 62 Tri-color
HP 62 Tri-color
HP 62 Tri-color
HP 62 Tri-color
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 two: Remove, inspect, and reseat the cartridges
Remove any protective tape left on the cartridges, and then reinsert the cartridges, making sure that they snap securely into place.
  1. Press the Power button to turn on the printer, if it is not already on.
  2. Open the cartridge access door by placing two fingers under one or both of the small handles on the sides of the cartridge access door and then lifting it up.
    Figure : Open the cartridge access door
    Image: Open the cartridge access door
    The Door Open screen displays on the printer control panel with the message, 'The cover or door must be closed to print. Check that it is completely closed.' A Change Ink option also displays on the bottom right corner of the touchscreen. You do not need to select this option at this time.
  3. Lightly press down on one of the cartridges to release it, and then pull the cartridge toward you out of its slot.
    Figure : Press down to remove the cartridge
    Image: Press down to remove the cartridge
  4. Remove any protective tape that still might be on the cartridge nozzles.
      caution:
    Do not touch or try to remove the copper-colored electrical strip.
    Figure : Remove any protective tape on the nozzles
    Image:  Remove any protective tape on the nozzles
  5. Reinsert the cartridge by sliding it at a slight upward angle into the empty slot, and then gently pushing up on the cartridge until it snaps into place.
    • Reinsert the tri-color cartridge into the left slot.
    • Reinsert the black cartridge into the right slot.
    Figure : Reinsert the cartridge
    Image: Reinsert the cartridge
  6. Repeat these steps to remove, inspect, and reinsert the other cartridge.
  7. Close the cartridge access door. When the door is completely closed, the Door Open screen with the message, 'The cover or door must be closed to print. Check that it is completely closed.' disappears, and the printer returns to the Home screen.
    Figure : Close the cartridge access door
    Image: Close the cartridge access door
Solution three: Clean the electrical contacts
If the electrical contacts on the cartridges and inside the cartridge slots have ink or debris buildup, the printer might not recognize the cartridges, or there might be a cartridge failure.
  1. Gather the following materials:
    • Dry foam-rubber swabs, lint-free cloth, or any soft material that does not come apart or leave fibers (coffee filters work well)
    • Distilled, filtered, or bottled water (tap water might contain contaminants that can damage the cartridges)
        caution:
      Do not use platen cleaners or alcohol to clean the cartridge contacts. These can damage the cartridge or the printer.
  2. Press the Power button to turn on the printer, if it is not already on.
  3. Open the cartridge access door by placing two fingers under one or both of the small handles on the sides of the cartridge access door and then lifting it up.
    Figure : Open the cartridge access door
    Image: Open the cartridge access door
    The Door Open screen displays on the printer control panel with the message, 'The cover or door must be closed to print. Check that it is completely closed.' A Change Ink option also displays on the bottom right corner of the touchscreen. You do not need to select this option at this time.
  4. Disconnect the power cord from the rear of the printer.
      warning:
    You must disconnect the power cord before reaching inside the printer to avoid the risk of injuries or electric shock.
  5. Disconnect the USB cable, if the printer is connected to your computer with a USB connection.
  6. Lightly press down on one of the cartridges to release it, and then pull the cartridge toward you out of its slot.
    Figure : Press down to remove the cartridge
    Image: Press down to remove the cartridge
      caution:
    Do not remove both cartridges at the same time. Remove and clean each cartridge one at a time. Do not leave a cartridge outside the printer for more than 30 minutes.
  7. Hold the cartridge by its sides.
    Figure : Hold the cartridge by its sides
    Image: Hold the cartridge by its sides.
  8. Inspect the ink cartridge contacts for ink and debris buildup.
      caution:
    Do not touch the copper-colored contacts or the ink nozzles. Touching these parts can result in clogs, ink failure, and bad electrical connections.
    Figure : Do not touch the contacts or nozzles
    Image: Do not touch the contacts or nozzles.
  9. Lightly moisten a foam-rubber swab or lint-free cloth with distilled water, and then squeeze any excess water from it.
  10. Clean only the copper-colored contacts on the cartridge, and then allow the cartridge to dry for about 10 minutes.
      Figure : Clean the contacts
      Image: Clean the contacts.
    1. Copper-colored contacts
    2. Ink nozzles (do not clean)
  11. Lightly moisten another foam-rubber swab or lint-free cloth with distilled water, and then squeeze any excess water from it.
  12. Use the swab or cloth to clean the electrical contacts in the cartridge slots, located inside the carriage in the printer.
    Figure : Clean the electrical contacts in the cartridge slots
    Image: Clean the electrical contacts in the cartridge slots
  13. Allow the carriage contacts to dry for about 10 minutes.
  14. Reinsert the cartridge by sliding it at a slight upward angle into the empty slot, and then gently pushing up on the cartridge until it snaps into place.
    • Reinsert the tri-color cartridge into the left slot.
    • Reinsert the black cartridge into the right slot.
    Figure : Reinsert the cartridge
    Image: Reinsert the cartridge
  15. Repeat these steps to clean the contacts for the other cartridge.
  16. Close the cartridge access door. When the door is completely closed, the Door Open screen with the message, 'The cover or door must be closed to print. Check that it is completely closed.' disappears, and the printer returns to the Home screen.
    Figure : Close the cartridge access door
    Image: Close the cartridge access door
  17. Reconnect the power cord to the rear of the printer.
  18. Reconnect the USB cable, if the printer is connected to your computer with a USB connection.
  19. Press the Power button to turn on the printer, if it does not turn on automatically.
Solution four: Remove, inspect, and reinsert the cartridges again
If an error message still displays on the printer control panel, it might take a few cartridge reinsertions to establish a good connection between the printer and the cartridges. Repeat the steps that you performed earlier in this document to remove, inspect, and reseat the cartridges.
Solution five: Clean the electrical contacts again
If the error message persists, cleaning the contacts on the cartridges and in the cartridge slots again might help establish a good connection between the printer and the cartridges. Repeat the steps that you performed earlier in this document to clean the electrical contacts.
Solution six: Reset the printer
Turning the printer off and then on again might help resolve the issue and clear the error message from the control panel.
  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 seven: Replace one or both cartridges
If the message still displays on the control panel, the message might indicate that a specific cartridge has caused the issue. When the 'Ink Cartridges Problem' message displays, the icon of the problem cartridge also displays. If the control panel does not indicate the problem cartridge with either the black or tri-color cartridge icon, follow these steps to identify and replace the problem cartridge.
Step 1: Identify the cartridge to replace
Press the Power button to turn on the printer, if it is not already on, and then follow the steps to check each cartridge.
  • Check the black cartridge
    1. Open the cartridge access door by placing two fingers under one or both of the small handles on the sides of the cartridge access door and then lifting it up.
      Figure : Open the cartridge access door
      Image: Open the cartridge access door
      The Door Open screen displays on the printer control panel with the message, 'The cover or door must be closed to print. Check that it is completely closed.' A Change Ink option also displays on the bottom right corner of the touchscreen. You do not need to select this option at this time.
    2. Lightly press down on the black cartridge (located in the right slot) to release it, and then pull the cartridge toward you out of its slot.
    3. Close the cartridge access door. When the door is completely closed, the Door Open screen with the message, 'The cover or door must be closed to print. Check that it is completely closed.' disappears, and the printer returns to the Home screen. The original error message or the 'Printing in Single Cartridge Mode' message then displays.
      Figure : Close the cartridge access door
      Image: Close the cartridge access door
      • If the error message still displays on the printer control panel, reinsert the black cartridge, and then check the tri-color cartridge.
      • If the error message does not display on the printer control panel, skip to the step to load paper, and then replace the black cartridge.
  • Check the tri-color cartridge
    1. Open the cartridge access door by placing two fingers under one or both of the small handles on the sides of the cartridge access door and then lifting it up.
      Figure : Open the cartridge access door
      Image: Open the cartridge access door
      The Door Open screen displays on the printer control panel with the message, 'The cover or door must be closed to print. Check that it is completely closed.' A Change Ink option also displays on the bottom right corner of the touchscreen. You do not need to select this option at this time.
    2. Lightly press down on the tri-color cartridge (located in the left slot) to release it, and then pull the cartridge toward you out of its slot.
    3. Close the cartridge access door. When the door is completely closed, the Door Open screen with the message, 'The cover or door must be closed to print. Check that it is completely closed.' disappears, and the printer returns to the Home screen. The original error message or the 'Printing in Single Cartridge Mode' message then displays.
      Figure : Close the cartridge access door
      Image: Close the cartridge access door
      • If the error message still displays on the printer control panel, continue to the next step to load paper, and then replace both the black and the tri-color cartridges.
      • If the error message does not display on the printer control panel, continue to the next step to load paper, and then replace the tri-color cartridge.
Step 2: Load paper
When you install a new cartridge, the printer prompts you to load paper so you can complete a cartridge alignment. Before you begin the alignment process, follow these steps to load paper in the printer.
  1. Grasp the handle on the input tray, and then pull the tray toward you to open it.
    Figure : Pull to open the paper tray
    Image: Pull to open the paper tray
    The Close Tray screen displays on the printer control panel with the message, 'A paper tray is open. Close the tray to continue. Touch to view paper loading instructions.' The Play icon also () displays on the bottom left corner of the touchscreen.
  2. Touch the Play icon () to watch a video on the touchscreen about loading paper (optional).
  3. With the paper tray pulled out, push in the photo tray as far as possible.
    Figure : Push in the photo tray
    Image: Push in the photo tray
  4. Slide out the paper width guides as far as possible.
    Figure : Slide out the paper width guides
    Image: Slide out the paper width guides
  5. Load plain white paper into the paper tray.
  6. Push the stack of paper toward the rear of the paper tray until the paper stops, and then gently slide in the paper width guides until they lightly rest against the edges of the paper.
    Figure : Slide the paper back and the paper width guides in
    Image: Slide the paper back and the paper width guides in
  7. Push in the paper tray until it locks into place.
    Figure : Push in the paper tray
    Image: Push in the paper tray
  8. The Have You Changed the Paper? screen displays. If you do not touch an option, the message fades after several seconds, and the printer uses the last paper settings that were entered. Adjust the paper settings as needed.
    • If you did not change the paper size or type in the main tray or the photo tray, touch OK to return to the Home screen, or wait several seconds to allow the printer to automatically return to the Home screen.
    • If you did change the paper size or type in the input tray or photo tray, follow these steps to adjust the paper settings:
      • If you changed the paper in the input (main) tray, touch Main Tray, touch Paper Size, and then touch your paper size. Touch Paper Type, and then touch your paper type. Touch Done, and then touch OK to return to the Home screen, or wait several seconds to allow the printer to automatically return to the Home screen.
      • If you changed the paper in the photo tray, make sure that 4x6 in., Photo Paper displays in the Photo Tray field. Touch OK to return to the Home screen, or wait several seconds to allow the printer to automatically return to the Home screen.
        If the Photo Tray field displays as Empty, open the photo tray and make sure that the index cards or photo paper is pushed all the way to the rear of the tray, and then push the photo tray into the printer until it locks into place. Push the input tray into the printer until it locks into place, and then check the touchscreen to make sure that 4x6 in., Photo Paper displays in the Photo Tray field.
Step 3: Replace the cartridge
Follow these steps to replace one or both cartridges.
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, 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 by placing two fingers under one or both of the small handles on the sides of the cartridge access door and then lifting it up.
    Figure : Open the cartridge access door
    Image: Open the cartridge access door
    The Door Open screen displays on the printer control panel with the message, 'The cover or door must be closed to print. Check that it is completely closed.' A Change Ink option also displays on the bottom right corner of the touchscreen.
  3. Touch Change Ink to watch a video on the touchscreen about replacing the cartridges (optional).
  4. Lightly press down on the low or empty cartridge to release it.
    Figure : Press down on the cartridge
    Image: Press down on the cartridge
    • Remove the cartridge from the slot on the left to replace the tri-color cartridge.
    • Remove the cartridge from the slot on the right to replace the black cartridge.
  5. Pull the cartridge toward you out of its slot, and then set it aside for recycling.
      note:
    Recycle any low or empty cartridges. The HP Inkjet Supplies Recycling Program is available in many countries/regions, and it is free of charge.
  6. Remove the new cartridge from its package. Be careful to touch only the black plastic on the cartridge.
    Figure : Remove the cartridge from its package
    Image: Remove the cartridge from its package
  7. Pull the orange tab to remove the protective tape from the cartridge.
      caution:
    Do not touch the copper-colored contacts or the ink nozzles. Do not replace the protective tape on the contacts. Handling these parts can result in clogs, ink failure, and bad electrical connections.
    Figure : Remove the tape and avoid touching the cartridge contacts or ink nozzles
    Image: Remove the tape and avoid  touching the cartridge contacts or ink nozzles
  8. Slide the new cartridge at a slight upward angle into the empty slot, and then gently push up on the cartridge until it snaps into place.
    • Insert the tri-color cartridge into the left slot.
    • Insert the black cartridge into the right slot.
    Figure : Insert the new cartridge
    Image: Insert the new cartridge
  9. Repeat these steps to replace the other cartridge, if necessary.
  10. Close the cartridge access door. When the door is completely closed, the Door Open screen with the message, 'The cover or door must be closed to print. Check that it is completely closed.' disappears, and the printer returns to the Home screen.
    Figure : Close the cartridge access door
    Image: Close the cartridge access door
  11. Touch OK.
  12. Wait for the printer to calibrate and align the cartridges. After the alignment is complete, the printer prints an alignment page.
  13. Touch OK, and then discard or recycle the alignment page.
Service or replace your HP product if you completed all preceding steps.
To see if your product is still under warranty, go to the warranty check website http://www.support.hp.com/checkwarranty. Contact HP Support to schedule a repair or replacement. If you are in Asia Pacific, Contact HP Support to find a local service center in your area.
Repair fees might apply for out-of-warranty products.

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