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HP 6978 does not print, shows "Cartridge Problem", 902XL 3rd party cartridges NOT defective

HP Recommended
HP 6978 Printer All in One
Microsoft Windows 10 (64-bit)

HP 6978 does not print using new 3rd party 902XL black cartridge that were used to replace empty 3rd party cartridge. Have tried several different new IDENTICAL black 902XL 3rd party cartridges as the one I removed and get same message. Have performed all HP (and other) recommended troubleshooting steps multiple times. The problem only started after recent firmware "auto" update. Returned to local retailer who inserted my "Problem" cartridges in one of their machines and all of them worked perfectly. They explained HP changed something regarding their cartridge chips in certain machines by downloading firmware that made it impossible to use 3rd party cartridges no matter how good they were.  They said HP is trying to "control" your purchase choices by eliminating the competition and forcing you to buy their ink.  Told me this has happened before, but legal proceedings/fines were supposed to have stopped this non-compete practice.  I believe HP really needs to remove the chip restriction(s) in some way.  Hoping someone from HP will contact me to correct this matter.

7 REPLIES 7
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Thank you for your insights as to how I should use the site. It is appreciated. I only hope someone from HP will contact me to correct this problem since I have a pile of 3rd party cartridges I currently cannot use.

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@Cane2016 

 

You are welcome.

 

OK.

I have had time to check on this for you.

 

There is no solution other than using genuine HP ink in this printer.

 

HP will not reimburse you for third party ink.

 

Relevant:

Non-HP ink cartridge use (Firmware Update)

Updates have been released to correct issues in affected printers (as listed😞

HP Inkjet Printers - Dynamic Security Feature Affecting Cartridges Using Non-HP Security Chip

 

and

Firmware - HP Officejet 6950/6960/Pro 6960/Pro 6970 All-in-One Series 

See Description

 

Datasheet - Description (near the top left of page)

Datasheet - HP OfficeJet Pro 6978 All-in-OnePrinter 

 

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Dragon-Fur

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Hi Dragon,

 

Thanks for the info.  Unfortunately for me, I have come across most of these materials  previously. Some added info.

The first URL you sent ("HP Inkjets Printer") identifies the issue PERFECTLY and lists 3 criteria I must meet to apply the HP solution/corrective action.  I meet all 3 criteria.  But the corrective action HP provides is the same firmware (2025A dated 7/15/20) that caused the problem in the first place.  So am unsure how HP can rightfully call that a solution?  Since I have nothing to lose, I will attempt to download it again to see if something changes.

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@Cane2016 

 

Reloading the firmware won't  make a difference.

 

I have never bothered with non-branded ink on any printer, not even one that could / might have tolerated the practice.   Personal decision.

 

It is my understanding that even if the printer is not being prevented using non-branded ink by the firmware (noted pre-December 2016 manufacture date) that any use non-branded ink is simply not supported.  Not.

 

I would guess this explanation won't "fly" even if truthful.  Smiling.

 

 

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Dragon-Fur

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Dragon,

Thanks again for all your time and effort. You were spot on regarding my attempts to reload the firmware update. After pulling my hair out all day, just needed to try "something"...no matter how awful the idea was.

I appreciate you contacting HP on my behalf. The 3rd party cartridges I have been using are excellent quality. Never had a problem or hiccup in 5-6 years.  The colors were vibrant and printing volume of each cartridge was great...for about 30-35% of the cost for the identical HP cartridge.  And the service was excellent.  So no complaints.  Since I do large amounts of printing at home and in the office combined, ink costs are a sizable consideration.  My wife and I must have about 8 HP printers and probably about 12 HP computers/lap tops between office & home. (Happy our kids are millennials who can take care of all that stuff.)

 

This particular printer was part of an earlier "apology" by HP because of a series of computer "blunders" we had that took 3-4 weeks for them to fix (including the replacement of a mother board. for the 3rd time) on one of the computers.

 

If HP can fix this problem, great. I'd be ECSTATIC.  That would be GREAT CUSTOMER SERVICE.  But if not I begin to realize it would probably be in my best interests to begin migrating away from HP products. Broke one of my own cardinal rules by having too many (HP) eggs in one basket.  Live and (re)learn.

 

Best regards,

Dave

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@Cane2016 

 

You are welcome.

 

You must do as you decide is best.   

 

Experts do not generally comment on HP decisions or HP policy - there is absolutely no upside in our doing so.

 

We will be sad if you go.

 

Lots of good printers out there - I believe HP does make some of the best products (biased) - there are no shortages of choices.

 

Good Luck,

Stay Safe.

 

Thank you for participating in our HP Community.

We are a world community of volunteers dedicated to supporting HP technology

Click Thumbs Up to say Thank You.

Answered? Click "Accept as Solution" to help others find it.

 

 

Dragon-Fur

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Hi @Cane2016

 

Welcome to the HP Support Community. 

 

Please look for a private message from me requesting additional information. Keep in mind not to publicly post personal information (serial numbers and case details).

 

If you are unfamiliar with how the Community's private message capability works, you can learn about that here.

 

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

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Have a great day! 

Asmita
I am an HP Employee

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