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Common problems for HP+ PLANS: INK AND TONER
We would like to share some of the most frequently asked questions about Instant Ink. Check out this link: HP INSTANT INK, HP+ PLANS: INK AND TONER..
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Printer Cartridge error message

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HP OfficeJet Pro 6960
Microsoft Windows 7 (32-bit)

I have just installed the new large black ink cartridge set to me by HP and I get the message "Cartridge can only be used in the printer that initially installed it"  I have tried the old empty cartridge which still works fine but I have no other new ones. This is very urgent as I use the printer for business and we have no backup option

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@CarlR-OTW Welcome to HP Community!

There are a few steps that should help resolve this issue:

Let's start with upgrading the printer firmware: click here for details,


Step 1: Verify the ink cartridge numbers

Make sure the ink cartridge numbers match your printer and country/region.

Go to HP Store, and then verify the ink cartridge numbers for your printer model and country/region. Replace any incompatible ink cartridges.

If the error persists, continue to the next step.

Step 2: Reset the printer

Reset the printer to recover from printer failures.

  1. With the printer turned on, disconnect the power cord from the printer.

  2. Unplug the power cord from the power source.

  3. Wait 60 seconds.

  4. Reconnect the power cord to a wall outlet and to the printer.


    HP recommends plugging the printer directly into a wall outlet.

  5. Turn the printer on.

If the error persists, continue to the next step.



(By the end of this article all the issues should be resolved)


Also, if you have an instant ink program subscription, send me a private message with the account number and I'll help you out.


Let me know how that pans out,

If you feel I was helpful, simply click on Accept as Solution to help the community grow,

That said, I will have someone follow-up on this to ensure you've been helped,

Just in case you don't get back to us within 24 - 48hrs, and have a good day, ahead.

I am an HP Employee

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Having had some telephone support it seems the issue is with the cartridge itself. Despite being subscribed to Instant Ink, HP couldn't get a replacement cartridge to me quicker than 4-6 days. As this is the only means of printing in my small office I've had to buy another cartridge from elsewhere. 

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I have an HP Envy 4500 printer which had a black cartridge in that was nearly empty. The printer suddenly said that the cartridge had an issue and needed to be replaced. I put a new 61/201 cartridge in which was delivered under the instant ink plan and this did the same.

Ive tried the power reset and cleaning the cartridge contacts. Ive spent at least two hours going round and round on the various sites, to come up with anything that even remotely looks like it might solve the problem.

Is this actually an issue with a cartridge that HP have supplied me?


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