HP OfficeJet Pro 6978 Cartridge Problem

[LH3GH3]

My OfficeJet Pro 6978 is showing Cartridge Problem.  I have installed brand new HP 902 cartridges.  I have tried to reset the printer, clean the ink cartridge and printhead electrical contacts, perform the power reset and even reset to factory settings.  Nothing is working.  It is only the black cartridge and it's brand new and HP.

[VikramTheGreat]

Hi @LH3GH3,

Welcome to the HP Support Community.
 

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

Thank you for reaching out regarding the Cartridge Problem error on your HP OfficeJet Pro 6978 All-in-One Printer using a new HP 902 black cartridge. We understand how frustrating this can be and appreciate all the steps you've already taken. Below are the official HP troubleshooting steps to resolve this issue.

Step-by-Step: Resolve "Cartridge Problem" for HP 902 Black

1. Confirm Cartridge Authenticity

• Ensure the black HP 902 cartridge is a genuine HP product.
• Check for the HP security seal on the packaging. You can also verify at:
  https://www.hp.com/go/anticounterfeit

2. Reinsert the Cartridges

• With the printer on, open the cartridge access door.
• Remove all ink cartridges, not just the black.
• Inspect the cartridge chips and make sure they’re clean and undamaged.
• Reinsert all four cartridges firmly, ensuring they click into place.

3. Clean Electrical Contacts

• Turn off the printer and unplug the power cord.
• Using a lint-free cloth slightly dampened with distilled water, gently clean:
  • The gold-colored contacts on the cartridge.
  • The corresponding contacts are inside the printer carriage.
• Wait until the contacts are completely dry, then reinstall the cartridges.

4. Power Reset

• Unplug the power cord from the printer and the wall.
• Wait 60 seconds.
• Plug directly into a wall outlet (not a power strip).
• Turn the printer back on.

I hope this helps.

Take care and have a good day.

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VikramTheGreat

HP Support