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[VirtualDream]

Good Morning, I am Having THIS PROBLEM "hp officejet pro 9730 new used cartridge must be used to start up the printhead" the printer is new with the same cartridges it came with.

[VikramTheGreat]

Hi @VirtualDream,

Welcome to the HP Support Community.
 

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

I understand that your new HP OfficeJet Pro 9730 is displaying the message "New, used cartridge must be used to start up the printhead," even though you're using the original cartridges that came in the box. I know that's not the experience you expect with a brand-new printer, and I'll be glad to help you troubleshoot it.
 

To better understand what's happening, could you please let us know a little more about the issue?

• Is this the first time you're setting up the printer, or was it working previously?
• Does the message appear immediately after powering on the printer, or only during the setup process?
• Have all of the setup cartridges been installed, and have any of them been removed or replaced since the initial setup?
• Are you seeing any other error messages or blinking lights on the printer?
• If possible, could you share a photo of the printer display showing the exact message?
   

In the meantime, please try the following:

1. Turn the printer off and unplug the power cord from the back of the printer.
2. Wait for 60 seconds, then reconnect the power cord directly to a wall outlet and turn the printer back on.
3. Open the ink access door and remove all of the cartridges.
4. Check that the orange protective tape has been completely removed from each cartridge and that no packaging material remains.
5. Reinstall each cartridge firmly into its matching color slot until it clicks securely into place.
6. Close the access door and check whether the printer continues the initialization process.

If the message still appears after these steps, we'll be happy to continue working with you. The additional details requested above will help us determine whether this is related to the initial printer setup, cartridge recognition, or the printhead initialization process, so we can provide the most appropriate next steps.

I hope this helps.

Take care and have an amazing day!

[VirtualDream]

the printer is new, it has never been used before. the message appeared during the set up. i even bypassed that state to complete the setup but it cannot print it shows the same error. can you also assist with tools password because user "services" it asks for password and when i use the one on the sticker it says its wrong. "service password" support password" enable/disable" please check those maybe default password 

[VikramTheGreat]

Hi @VirtualDream,

Thank you for the additional information. Based on what you've shared, the printer is brand new, the message appeared during the initial setup, and it continues to display the same error even after completing the setup. Since the printer has never been used, this is not the expected behavior, and we'd like to take a closer look.
 

To help identify the cause, could you share the following:

• A clear photo of the printer display showing the exact error message.
• A photo of all the ink cartridges currently installed in the printer, showing the labels if possible.
• If available, a photo of the inside of the printer with the cartridge access door open.

These images will help us verify the cartridges, confirm the exact error being reported, and determine the most appropriate next steps.
 

Regarding the Service/Support password, HP does not provide default service passwords or passwords for the Service menu. Those menus are intended for authorized HP service personnel, and there is no universal or default password that can be shared. The password printed on the product label is not the service menu password, which is why it isn't accepted.
 

Once we have the requested photos, we'll be able to review the setup status and guide you with the appropriate troubleshooting to get the printer up and running.