920 Ink Cartridge rejection

[Tammy213]

Hello Community!   

I have the HP OfficeJet Pro 6978 that uses 920 in cartridges for over 5 years and no issues til now.

When prompted to replace ink cartridges (always replace the entire set: Cyan/Magenta/Yellow) recently, I purchased the packaged ink cartridges.  Installed all 3 but error came up for Cyan ONLY.  Said I was not using HP products (but I was)

Printer would not accept the Cyan.   I purchased another set of ink cartridge's and AGAIN the same issue came up with Cyan only.  I can't afford to again buy cartridges and can understand for the life of me why this is happening. 

When I replaced Cyan with empty cartridge, the printer accepted it but them proceeded to tell me the cartridge was empty. 

Any help would be GREATLY appreciated.  

Thanks

[Dragon-Fur]

@Tammy213 

We can offer the following:

HP OfficeJet Printers - 'Incompatible' or 'Defective Cartridge' message

This document applies only to these HP Officejet and Officejet Pro printers that use HP 910, 912, 914, 915, 902-905, or HP 935 ink cartridges:

• HP Officejet 6810, 6820, 6950, 6960, and 8010 printer series
• HP OfficeJet Pro 6230, 6830, 6960, 6970, 8020, and 8030 printer series

Printer Specifications for HP OfficeJet Pro 6900 Printers

Ink Cartridges

The printing mechanism for this printer consists of four ink cartridges. Review the following information to find the ink cartridges that are compatible with your printer.

note:

Depending on your country/region, ink cartridges might have XL or Economy in the number. These ink cartridges work with your printer. XL ink cartridges provide higher page yields and Economy ink cartridges provide lower page yields than standard ink cartridges

Ink cartridge description	United States and Canada	Europe, Middle East, and Africa	Latin America	Asia Pacific
Black ink cartridge	HP 902 Black HP 902XL Black HP 906XL Black	HP 903 Black HP 903XL Black HP 907XL Black	HP 904 Black HP 904XL Black HP 908XL Black	HP 905 Black HP 905XL Black HP 909XL Black
Cyan ink cartridge	HP 902 Cyan HP 902XL Cyan	HP 903 Cyan HP 903XL Cyan	HP 904 Cyan HP 904XL Cyan	HP 905 Cyan HP 905XL Cyan
Magenta ink cartridge	HP 902 Magenta HP 902XL Magenta	HP 903 Magenta HP 903XL Magenta	HP 904 Magenta HP 904XL Magenta	HP 905 Magenta HP 905XL Magenta
Yellow ink cartridge	HP 902 Yellow HP 902XL Yellow	HP 903 Yellow HP 903XL Yellow	HP 904 Yellow HP 904XL Yellow	HP 905 Yellow HP 905XL Yellow

Printer  Home Page - References and Resources – Learn about your Printer  - Solve Problems

 “Things that are your printer”

NOTE:  Content depends on device type and Operating System

Categories:  Alerts, Access to the Print and Scan Doctor (Windows), Warranty Check, HP Drivers / Software / Firmware Updates, How-to Videos, Bulletins/Notices, Lots of How-to Documents, Troubleshooting, User Guides / Manuals, Product Information (Specifications), more

When the website support page opens, Select (as available) a Category > Topic > Subtopic

HP OfficeJet Pro 6978 All-in-One Printer 

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[Tammy213]

Thank you for your response.   I have purchased and tried using the 

HP Original HP Ink 920 cartridges.   (920 pack with Cyan, Magenta, Yellow jaune) 3 in the pack,

the Magenta and Yellow Jaune work find my problem is the Cyan is the only one the printer rejects.

Two new cartridges and same rejection message. "The cartridge is not HP brand.   But it is!   

Totally confused  😞

Thanks again,

Tammy

[Dragon-Fur]

@Tammy213 

You are welcome.

Sorry, I cannot comment further.

According to the specs, HP OfficeJet Pro 6978 All-in-One Printer does not use 920 ink.

The 902 cartridges - marked as supported - are known to have a problem - the document addresses that situation.

Stay Safe.

Thank you for participating in the HP Community.

The Community is a separate wing of the HP website - We are not a business group of HP..

Our Community is comprised of volunteers - people who own and use HP devices.

Click Thumbs Up to say Thank You.

Question Resolved / Answered, Click "Accept as Solution" .