Brand new printer showing Supply System Problem will not print

[Melyssa36]

I have been trying to call technical support all day but get dropped halfway through my call with no resolution.  I am so frustrated.  This is a brand new printer that says "There is a problem with the supply system. Try replacing the indicated cartridges with different, non-empty cartridges."  We have replaced THREE times with new cartridges and it's still not working.  I want an exchange on our business printer.  

[VikramTheGreat]

Hi @Melyssa36,

Welcome to the HP Support Community.
 

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

Thank you for contacting HP Support. We’re sorry to hear about the trouble you’re experiencing with your new HP OfficeJet Pro 9730e printer and the frustration caused by the supply system error.
 

The message “There is a problem with the supply system. Try replacing the indicated cartridges with different, non-empty cartridges.” usually indicates that the printer is not recognizing the cartridges correctly. Since you have already replaced the cartridges multiple times with new ones, this could be due to one of the following:

• Cartridge compatibility or installation issues
• Printer hardware or sensor malfunction
• Firmware issue affecting cartridge detection

Here are some steps to try before proceeding with an exchange:

1. Verify Cartridge Installation
   • Remove all cartridges and carefully reinstall them, ensuring they click securely into place.
   • Make sure you are using genuine HP cartridges compatible with the OfficeJet Pro 9730e.
      
2. Clean Cartridge Contacts
   • Power off the printer and unplug it.
   • Carefully clean the copper contacts on the cartridges and inside the cartridge slots using a lint-free cloth slightly dampened with distilled water. Let dry before reinstalling.
      
3. Check for Firmware Updates
   • Connect the printer to your computer or network and run the HP Smart app or visit the HP website to check for and install any available firmware updates.
      
4. Perform a Hard Reset
   • Turn off the printer and unplug it from the power source.
   • Wait 60 seconds, then plug it back in and power it on.

If these steps do not resolve the supply system error, the printer may have a hardware defect.

I hope this helps.

Take care and have a good day.

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VikramTheGreat

HP Support