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Check out our Black or Color Ink Not Printing, Other Print Quality Issues info about: Print quality and Cartridge Issues.

‎04-27-2026 09:14 AM

HP Recommended

How can I request a replacement for a defective cartridge? My HP OfficeJet Pro 9015e repeatedly reads a new black 962XL cartridge as empty. Cyan, magenta, and yellow from the same pack worked. Another new black cartridge worked immediately. The catridge was purchased at Staples. 

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‎04-27-2026 12:30 PM

HP Recommended

First compare your two 962XL cartridges carefully for any debris such as tape or glue residue on the contacts.  Try cleaning the non working one's contacts, maybe some transparent residue covering a contact.

Possibly the PC or printer has logged the ID of the non working cartridge as empty and not bothered to check it. Try powering down both the printer and the PC to see if the cache or history of the cartridge can be cleared.

 

This link shows how to get warranty information.
Click here to read how to dispute a warranty.

 

 

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‎04-30-2026 07:36 AM

HP Recommended

Thank you. I was able to contact HP customer service, who confirmed the catridge was defective. A replacement catridge was sent to my home.

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