Ink Cartridge rejected

[JayRo3]

My HP OfficeJet Pro 6978 keeps rejected the HP 902 Cyan cartridge that I purchased. It is an HP original. I would like a replacement. 

[Elohi_NR]

Hi @JayRo3,

Welcome to the HP Support Community. 

I'd like to help!

To be able to answer you effectively, we need some information.

Are you getting any cartridge error?

Try updating the firmware by selecting the current OS. Click here

Perform the following tasks in the order given. Use the printer after each task to see if the issue is resolved.

Check the ink cartridges

• Make sure the cartridge model numbers match your printer and country/region, and then check that they are correctly installed.
• Open the door or lid to the cartridge access area. Wait until the carriage stops moving before continuing.
• Look at the cartridge labels.
• Printers enrolled in HP Instant Ink: The cartridges should be marked Instant Ink. The numbers on Instant Ink cartridges are different from standard cartridges and the cartridges may be larger. Your printer is designed to work with the cartridges shipped to you by HP Instant Ink. If you see a Cartridge cannot be used until printer is enrolled message, go to Solve problems with Instant Ink cartridges and enrolled printers for more information.
• Printers NOT enrolled in HP Instant Ink: Go to the HP Store to make sure that the cartridges are compatible. Your printer must be enrolled in Instant Ink to use Instant Ink cartridges.
• Replace any incompatible cartridges.
• NOTE:
• HP+ printers require Original HP cartridges.
• Make sure the label on the ink cartridge matches the label on the carriage.
•  
• Make sure all the cartridges are firmly seated. If a cartridge is sticking out farther than the others, press it down until it snaps down.
• If the cartridge does not snap down, gently bend the tab away from the cartridge no more than 1.27 cm (0.5 in), and try again.
   

Close the door or lid to the cartridge access area, and then follow the instructions to align the printer if prompted.

• Reset the printer
• Reset the printer to recover from printer errors or failures.
• If your printer has a rechargeable battery, remove it.
• With the printer turned on, disconnect the power cord from the printer.
• Unplug the power cord from the power source.
• Wait 60 seconds.
• Reconnect the power cord to a wall outlet and to the printer.
• NOTE:
• HP recommends plugging the printer directly into a wall outlet.
• Turn on the printer to complete the reset.

Click here for the remaining steps.

Hope this helps! Keep me posted for further assistance.
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