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Message 1 of 4
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Cartridge error

HP Recommended
HP OfficeJet 6970
Microsoft Windows 10 (32-bit)

I installed an update on my printer and when I change cartridges, it tells me they have been installed incorrectly and the printer won't work. The version of the firmware is MCP2CN2042CR. I suspect it is due to the fact that  the cartridges expired October and November, but the Cyan doesn't expire for another week. Does anyone know how to fix this or how to back off the update?

3 REPLIES 3
HP Support Agent
HP Support Agent
8,904 8,878 594 666
Message 2 of 4
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HP Recommended

Hi @Cathys1,

 

I'd like to help!

 

Let's try a power reset on the printer

 

Reset the product

 

With the printer turned on, disconnect the power cord from the rear of the printer.

Unplug the power cord from the wall outlet.

Wait at least 60 seconds.

Plug the power cord back into the wall outlet.

Reconnect the power cord to the printer.

Turn the printer on. HP recommends plugging the printer directly into a wall outlet.

 

 Also, try updating the printer's firmware -HP Printers - Updating or Upgrading Printer Firmware

 

Clean the cartridge contacts

Remove the cartridge indicated by the error message, clean the electrical contacts, and then reinsert the cartridge in its color-coded slot.

  1. Turn the printer on.

  2. Open the door to access to the cartridges.

  3. Wait until the carriage stops moving before you continue.

  4. Push in on the front of the cartridge indicated in the error message, and then remove it.

    Animation of replacing the cartridges

  5. Wipe the electrical contact on the cartridge with a lint-free cloth.

  6. Insert the cartridge into its color-coded slot until it snaps into place.

  7. Repeat these steps for any other cartridges indicated in the error message.

  8. Close the cartridge access door.

Hope this helps! Keep me posted. 

 

And, Welcome to the HP Support Community. 

 

Please click “Accept as 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

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Message 3 of 4
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HP Recommended

The solution offered did not work. I have been working on this issue for many days and my next option it to get the old cartridges refilled and use the printer until the black in runs out. At that time, I'll purchase an EPSON printer.

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HP Support Agent
HP Support Agent
8,904 8,878 594 666
Message 4 of 4
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HP Recommended

I would not recommend using refill cartridges.

 

As this is a hardware issue, I’d recommend you contact HP Phone Support in your region regarding service options for your printer.

 

Follow the instructions below to reach them:

 

1) Click on this link - https://support.hp.com/us-en/contact-hp

2) Select your product type below.

3) Enter the serial of your device. 

4) Select the country from the drop-down. 

5) Select the chat or get phone number options based on your preferences. 

6)Fill the web-form and proceed further.

 

If you are having trouble navigating through the above options, it's most likely because the device is out of warranty. If yes? please send me a private message with the region you are contacting us from. Check next to your profile name, you should see a little blue envelope, please click on it.  

 

Have a great day! 

 

 

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