HP 902 cartridge problem

[Nick6124]

I just changed the three color cartridges on my HP OfficeJet Pro 6975 printer and I got message that the Cyan cartridge is defective. I then put the old cartridge back in and message said it is counterfeit. I only use genuine HP cartridges. Printing is now unavailable. 

What can I do to correct this issue?

[Jay_G24]

Hi @Nick6124,

I'd like to help!

I understand you are facing a cartridge problem.

Try the below suggestions-

Check the ink cartridges

Make sure the cartridge model numbers match your printer and country/region, and then check that they are correctly installed.

1. Open the door or lid to the cartridge access area. Wait until the carriage stops moving before continuing.

2. Look for the model number on each of the cartridges, and then go to the HP Store to verify they are compatible with the printer and your country/region.

   NOTE: 

   HP+ printers require Original HP cartridges.

   • If the cartridges are incompatible, replace them.

   • If the cartridges are compatible, continue to the next step.

3. Make sure the label on the ink cartridge matches the label on the carriage.

   

4. Make sure all the cartridges are firmly seated. If a cartridge is sticking out farther than the others, press it down until it snaps into place.

5. If the cartridge does not firmly seat, take it out of the slot, gently bend the tab away from the cartridge no more than 1.27 cm (0.5 in), and then reinsert it.

   

6. Close the door or lid to the cartridge access area, and then follow any instructions to align the printer if prompted.

Reset the printer

Reset the printer to recover from printer errors or failures.

1. If your printer has a rechargeable battery, remove it.

2. With the printer turned on, disconnect the power cord from the printer.

3. Unplug the power cord from the power source.

4. Wait 60 seconds.

5. Reconnect the power cord to a wall outlet and to the printer.

   NOTE: 

   HP recommends plugging the printer directly into a wall outlet.

6. Turn on the printer to complete the reset.

Clean the ink cartridge and printhead electrical contacts

Remove any debris or buildup from the contacts on the cartridges and in the carriage.

1. Open the door or lid to the cartridge access area. Wait until the carriage stops moving before continuing.

2. Remove the cartridge indicated in the error message from the carriage.

3. Wipe the copper-colored contact on the cartridge with a lint-free cloth.

   

4. Place the cartridge to the side with the contact facing upwards.

5. Wipe the contact inside the printhead with a lint-free cloth.

   

6. Reinsert the cartridge into its color-coded slot, and then press down on it until it snaps into place.

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

8. Close the door or lid to the cartridge access area.

If the issue persists, I'd suggest you contact HP in your region regarding the service options for your printer

Hope this helps! Keep me posted. 

And, Welcome to the HP Support Community. 

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