Error for New Cartridges

[Drew256]

My work printer is an Office JetPro 9010. I recently received new HP ink cartridges from our warehouse. All cartridges (B,C,M, & Y) are showing the following error: "The indicated cartridges are not intended for use with this printer". The cartridges received are genuine HP 962XL. I have performed the suggested powering off and firmware upgrades. The issue was never fixed. 

[ShlomiL]

Hi,

What happens when you insert the old cartridges, can you see the same error?

Did you previously used HP 962 cartridges and is the same number is listed within the ink cartridge access door?

[Drew256]

When I put in the old cartridges it is telling me the cartridges are depleted and they need to be replaced.

The new ones are the same as what is listed on the printer door. The door has 962/962XL. The cartridges provided by our warehouse are 962XL.

[ShlomiL]

Thanks for clarifying.

Please remove all cartridges and insert it one by one.

For example, when only the Black cartridge is installed - can you see other cartridges only marked (CMYK) or only the others? (CMY)

Repeat the same by re-inserting a single cartridge at a time, (repeat the same with the Yellow only as an example, only CMK is expected).

Please let me know the results, as the other cartridges do being detected by the printer I would doubt any printer problem, but I would also doubt all 4 cartridges are damaged, it is possible that one cartridge is damaged and affecting the others too when installed, so please verify this and let me know if you may see any different behavior with any specific ink cartridges, I would suspect a single problematic cartridge may affect the printer message.

If the same remains with all 4 ink cartridges, please also include a picture of the ink cartridges label itself.

Please let me know the results,

Shlomi

[Adam012345]

I have had the same exact problem.  HP OfficeJet Pro 9010.  I bought a new HP black cartridge - 962.  Same exact one as I took out.  It gave me the error that the cartridge was not compatible.  I returned the cartridge, bought another HP 962XL, tried that and received the same message.  I can't imagine that two cartridges would be defective out of the box. 

[Drew256]

I put all of the old depleted cartridges that worked back into the printer. After placing only the new black (962XL) cartridge back into the printer it showed the other three as depleted, and the new black one as not being compatible with this printer. I put the old black one back in, and repeated this process for all other colors. The same thing happened for all of them. 

The old cartridges that worked were what came with the printer. Is it possible there is an issue using the "XL" cartridges. This is all our warehouse orders. I do not have the option to get the standard cartridges to check on this. The printer does list both 962 and 962XL on the printer door as compatible cartridges.

After doing my own research throughout this forum, it appears that this is a common issue with this printer using XL cartridges. If this is true, why are they listed on the printer as a compatible cartridge?

If it helps any, this is not the only printer at our company with this issue. Multiple people that have this same printer are having issues when it comes to replacing old ink cartridges.

Please see the pictures below:Error when ALL new cartridges are installled.Error when only the new black cartridge is installed.

[Adam012345]

I had the problem initially with the new standard cartridge, I returned it, and got the XL and had the same problem.  I am going to try updating the firmware (which can be done from the HP webpage if you google HP OfficeJet Pro 9010 firmware update), and see if that works.  It doesn't seem to be a cartridge issue, as I have tried two different, brand new, HP cartridges.  

[Drew256 · Accepted solution]

Connecting the printer to a hotspot and checked for an update through the printer settings. There was another available firmware update. After updating the printer again, the problem has been fixed.