Bad K (Black) - Supply System Problem Error - Need Replacement Large Black 962-XL

[MikeB941]

Installed the large black (K) 962-XL instant cartridge and continue to receive the Supply System Problem error message recommendation the installation of a new cartridge -

Please ship ASAP -

[A_Gayathri]

Hi @MikeB941,

Welcome to The HP Support Community.  

Thank you for posting your query, I will be glad to help you.

I understand the "Supply System Problem" error on your HP OfficeJet Pro 9018e can be caused by various issues related to the ink cartridge or the printer itself. Here are some steps you can try to resolve the issue:
 

Step-by-Step Troubleshooting

Check Cartridge Compatibility

• Ensure that the 962-XL cartridge is compatible with your printer model. Although it should be, sometimes issues arise from using incorrect or incompatible cartridges.

Reinstall the Cartridge

• Turn off the printer and unplug it from the power source.
• Open the ink cartridge access door and remove the 962-XL cartridge.
• Check for any visible damage or leaks on the cartridge.
• Reinsert the cartridge firmly into its slot, making sure it clicks into place.
• Close the ink cartridge access door, plug in the printer, and turn it on.

Clean Cartridge Contacts

• Turn off the printer and unplug it.
• Remove the cartridge and gently clean the copper-colored contacts on the cartridge and inside the printer with a lint-free cloth lightly moistened with distilled water or isopropyl alcohol.
• Allow the contacts to dry completely before reinserting the cartridge and turning the printer back on.

Reset the Printer

• With the printer turned on, disconnect the power cord from the back of the printer.
• Unplug the power cord from the wall outlet.
• Wait at least 60 seconds.
• Plug the power cord back into the wall outlet and then reconnect it to the printer.
• Turn the printer on and check if the error persists.

Update Printer Firmware Update the firmware on an HP printer

• Ensure your printer's firmware is up to date. You can check for firmware updates through the HP Smart app or the HP website.

Try a Different Cartridge

• If possible, try using a different 962-XL black cartridge or even a standard 962 black cartridge to see if the issue is with the specific cartridge you are using.

Advanced Troubleshooting

If the above steps do not resolve the issue, you might need to perform more advanced troubleshooting:

Check for Obstructions

• Inspect the inside of the printer for any obstructions or debris that might be interfering with the cartridge installation.

Printer Diagnostics

• Run a printer diagnostics test. You can do this from the printer’s control panel or through the HP Smart app. This might provide more specific information about the error.

Refer to this document:  HP OfficeJet Pro 9018e All-in-One Printer User manual

HP Printers - An 'Ink System Failure' or 'System Supply Problem' Error Displays
 

I hope this helps. 

Take care and have a good day.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. 

[MikeB941]

I have tried these steps (some of these steps I've tried SEVERAL times) and it appears the Large Black 962-XL cartridge must be defective - can another one please be sent ASAP

[A_Gayathri]

HI @MikeB941,

Thank you for your response. 

May I know if you have enrolled for the instant ink subscription?

If YES

Then to assist you better, I have sent out a private message to assist you with the next course of action. 

Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link.
 

Have a great day ahead! 

Gaya1239 

HP Support