Brand New Cartridges Not Working

[DrFoghorn]

I received a notification that my Magenta color was low and needed be replaced.  My Cyan and Yellow were still fine, along with my Black.  So I purchased a new set of HP 951 and 951XL cartridges for my Printer.  When I went to replace the Magenta, it said the new cartridge was damaged.  So I returned this to Amazon and was sent a new set.  Went to replace with the new HP set, still has the same issue.  Scoured the internet and did all the resets, unplug the computer, clean the contacts on the cartridges, pull the printhead out and inspect the contact points, clean each of those... Put everything back together... Same problem!  Super frustrating!!

So next resolution... Replace the printhead with genuine startup HP cartridges... Guess what??? 

Still have the same problem.  I have now spent over $300 on ink and printheads on Genuine HP parts without a solution.  Literally worked fine last week until this started.

Anything else I should be doing besides burning this printer?

[Rachel571]

Hi @DrFoghorn 

Welcome to HP Support Community.

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

I completely understand how frustrating it can be when you’ve invested in new, genuine HP parts, and the issue still isn’t resolved. The problem you're facing with your HP OfficeJet printer refusing to accept the new Magenta HP 951XL cartridge—despite it being genuine and brand new—points to a couple of potential causes. Here’s a structured approach to continue troubleshooting and hopefully resolve the issue:

Step 1: Verify Cartridge Installation and Compatibility

Even though you're using genuine HP cartridges (which should be the correct ones), sometimes the printer doesn't properly recognize them due to issues with installation or compatibility.

1. Double-Check the Cartridge Installation:
   • Reinstall the Magenta cartridge firmly, ensuring it clicks into place. Sometimes even a small misalignment can cause the printer to think the cartridge is "damaged."
   • Ensure that no protective tape is left on the new cartridge. This is usually a piece of plastic that prevents the ink from leaking during shipping and needs to be completely removed before installation.
2. Check for the Right Cartridge Type:
   • Confirm that the HP 951XL cartridges you're using are designed for your printer model. Although HP 951 and 951XL cartridges are common, ensure the printer isn’t looking for the "standard" size rather than the "XL" size (even though the "XL" should work).

Step 2: Reset the Printer Again

Given that you've already tried some resets, let's walk through a more comprehensive reset to clear any lingering errors:

1. Turn off the printer and unplug it from the power source.
2. Wait 60 seconds to allow the printer's internal memory to completely clear.
3. Plug the printer back in, but do not turn it on immediately.
4. Hold down the power button for 30 seconds to fully drain any residual power.
5. After this, turn the printer on and check if the error persists.

Step 3: Clean Cartridge Contacts Again

It’s great that you’ve already cleaned the cartridge contacts and printhead, but let’s give it another go with a slightly different approach to be thorough:

Clean the Ink Cartridge Contacts:

• With a soft lint-free cloth, gently wipe the metal contact points on the cartridge and the printer slot where the cartridge connects. This ensures there are no ink residues or debris that might be causing an intermittent connection.
• Don’t use water or chemicals that aren’t specifically designed for this. If you’ve used a damp cloth, make sure to dry everything thoroughly before reinstalling the cartridges.

Clean the Printhead:

• Use a printhead cleaning solution if available, or carefully clean the contacts with a soft cloth or cotton swab. Make sure not to apply excessive pressure when cleaning the printhead.

Remove the Printhead and Reinsert:

• Remove the printhead (you've done this before, but double-check that it’s seated properly) and reinstall it, making sure it’s secure.

Step 4: Printer Firmware Update

Sometimes, a firmware update can resolve issues with cartridge recognition. Even though you’ve had success with this printer before, HP may have pushed out an update that could fix this issue.

I hope this helps.

Take care and have a good day.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Rachel571

HP Support