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‎05-01-2020 12:05 PM

HP Recommended
Product: Serial # TH7C91NOBN

Replaced ink cartridges with refills, then with OEM cartridges. Also downloaded new drivers. Officejet 6962 still won't print. What can I do?

3 REPLIES 3

‎05-08-2020 09:15 AM

HP Recommended

@LAS4, Welcome to HP Support Community!

 

Update the printer firmware-

Download available firmware updates from the HP website

With the printer on and connected to the computer, go to HP Customer Support - Software and Driver Downloads, and then identify your printer. Look for and install any available firmware updates. Refer to the document HP Printers - Updating or Upgrading Printer Firmware

 

The third-party ink cartridges will work. But there are many cartridges in the market which are refilled and sometimes the chip is not configured to work with the printer. You need to contact the cartridge manufacturer and find out why it is not working. Try a different cartridge supplier and check if that works.

 

I hope that answers your concern adequately. Let me know!

 

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

TEJ1602
I am an HP Employee

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‎05-08-2020 10:46 AM

HP Recommended
  • Thx for reply. Even After using genuine Hp cartridges printer wouldn't work. Eventually got message there was a problem with printhead. Disappointed that printer only lasted for 2 years with very minimal usage.
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‎05-08-2020 11:36 AM

HP Recommended

Directions to resolve:

1- Go to www.hp.com online support for 6962 FW

2- FW: 6960-2006B dated March 27, 2020 is a FW downgrade

3- download that FW

4- apply FW downgrade to your 6962 (you must connect PC to printer via USB cable so it displays you printer Serial #.  Then put a check mark in the box next to your printer serial #. Press the UPDATE key in the HP Dialog box.  

 

Your printer should be ready to accept the refill cartridges.

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