910xl ink cartridges

[Jo888]

I have purchased three 910XL Cyan replacement cartridges for my HP OfficeJet Pro 6970 all-on-one series printer. In each case, upon insertion, I get a message indicating the cartridges is unable to communicate with the printer. When I reinsert my old cartridge (whose ink is seriously depleted), the printer works fine. Does anyone have any idea what might be causing this problem? All three replacement cartridges are genuine HP, and arrived in the identifiably branded box, without damage. Thanks!

[Irfan_06]

Hi @Jo888,

Welcome to the HP Support Community.

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

I see that you are facing an issue while installing new ink in your printer.

A) Please follow the steps below to perform a power drain.

1) Take out the cartridges

2) Unplug the power cord from the printer & wall.

3) Press and hold the power button down for 15 seconds and release the power button, wait for about 30 seconds.

4) Plug the power cord back into the printer and wall, ensure the printer is plugged into the wall & not into a surge protector.

5) Insert the cartridges back into the printer.

Remove the cartridges > Unplug the power cord > Wait for 30 seconds > Plug the power cord back in > Insert the cartridges

B) Kindly refer to the steps on this link to update the printer firmware and let me know if that resolves the issue.

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!

I hope this helps.

Take care and have a good day

Irwin6

HP Support