Brand new 902 cartridges won't work on my hp HP Pro 6978

[IngCruz]

I have an hp printer officejet pro 6978, for which I spent more than a 100 dlls in cartridges, I bought these since December, to have them ready for when I would need them.

I need them now and the message on the printer is that they are not compatible, due to cartridge being an "older generation?".  The cartridge number 902, which is the cartridge designated for this printer.

These are HP cartridges, bought with correct number for correct printer and now they are not usable?

The warranty on the purchase has expired and they are not cheap.

What does HP have to say about this?

[Hawks_Eye]

Hi @IngCruz 

Welcome to the HP Support Community!

Thanks for posting your query! We're here to help you get back up and running.

It’s frustrating when genuine HP cartridges don’t work as expected, especially after investing in them. 

Here’s how you can address this issue:

Step 1: Verify Cartridge Authenticity

1. Ensure the cartridges are genuine HP products and not refilled or third-party cartridges.
2. Check the packaging for any signs of tampering or damage.

Step 2: Reset the Printer

1. Turn off the printer and unplug it from the power source.
2. Wait for 60 seconds, then plug it back in and turn it on.
3. Reinsert the cartridges and check if the error persists.

Step 3: Update or Downgrade Firmware

1. Visit the HP Printer Firmware page and check for the latest firmware updates for your OfficeJet Pro 6978.
2. If the issue started after a firmware update, you may need to downgrade the firmware:
   • Search for instructions on how to revert to an earlier firmware version.
   • Ensure the firmware version supports the cartridges you purchased.

Step 4: Consider Instant Ink

If you frequently encounter cartridge compatibility issues, enrolling in HP’s Instant Ink program might be a solution. It ensures you receive compatible cartridges directly from HP.

Let me know how it goes or if you need further guidance! 😊

If my response helped, please mark it as an Accepted Solution! ✅ It helps others and spreads support. 💙 Also, tapping "Yes" on "Was this reply helpful?" makes a big difference! Thanks! 😊

Take care, and have an amazing day!

Regards, 

Hawks_Eye