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Richard
Richard, Computer Engineer
Category: Computer Hardware
Satisfied Customers: 31120
Experience:  Over 15 years of consulting to the IT industry
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I have a deskjet 3000-j310 series printer, I believe it is

Customer Question

I have a deskjet 3000-j310 series printer, I believe it is still under warranty.
I have inserted new cartridges (correctly) and I'm getting this message on my printer panel
and also on my computer.
"One or both cartridges has a problem"
I've tried swapping them around with the old cartridges (which had not completely emptied)
one at a time, but still get the same message.
Could there be something wrong with the cartridge carriage?
Please help!!!
Submitted: 3 years ago.
Category: Computer Hardware
Expert:  Richard replied 3 years ago.
Thank you for your question, my name is Richard.

Can you check please, where the cartridges are being placed into, is there any ink or dust build up at all? Check please the contacts in the Cartridge Carriage and tell me if you see anything please.

Thank you

Customer: replied 3 years ago.


I cannot see anything

Expert:  Richard replied 3 years ago.
ok, remove all cartridges please.

Disconnect the power and wait 1 minute, then power on the printer.

Let it start, inert the old cartridges and let me know the results please

Thank you

Customer: replied 3 years ago.


Message.. both cartridges missing or not detected

Expert:  Richard replied 3 years ago.
Thanks Jean,

The sensor on the cartridge carriage has shorted out and is not functioning, this is why it is not detecting the Cartridges.

It is very doubtful you did this when changing them, they do have a tendency to fault.

This is covered under the warranty of the printer, and they will replace this for you free of charge, but you will need to return it to where you purchased it from to have this done.

I am really sorry about this, and if you would like any additional information or assistance, please do not hesitate to let me know.

And if you can take a second to rate my service, that would be greatly appreciated.

Thank you
Customer: replied 3 years ago.


Thanks, I appreciate your help... sorry my pc is running very slow so it was taking a long time


to reply and I kept getting 'sent' back to original request!


Thank God for email!!


Excellent service thanks again. Jean

Expert:  Richard replied 3 years ago.
Your welcome Jean,

Sorry about the outcome, but at least you now know. And tyou will be getting it replaced at no cost.

Please remember to click on of the Smiley Faces below this answer, so that we can close this (of course you can return anytime!) but then the rating is official :)

Thank you and all the best

Richard

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