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‎03-31-2025 02:35 PM

HP Recommended
Product: HP OfficeJet Pro 9020 All-in-One Printer
Operating System: Microsoft Windows 11

Hi,

I have the printer, HP OfficeJet Pro 9020 All-in-One Printer, Product 1MR78A

I bought the cartridge HP962 XL BLACK from Staples. I was told by staples that this cartridge should work for printing in black/white in the printer mentioned above. But I have been getting ink cartridge incompatible message.

Please help

Thank you

 

1 REPLY 1

‎04-02-2025 08:23 AM

HP Recommended

Hi @shyamalim2 

 

Welcome to the HP Support Community! 

 

Thanks for posting your query! We're here to help you get back up and running.

 

The HP OfficeJet Pro 9020 All-in-One Printer is designed to work with the HP 962 ink family, including the HP 962XL High Yield Black Original Ink Cartridge. 

 

If you're receiving an "ink cartridge incompatible" message, here are some steps to troubleshoot:

 

1. Verify Cartridge Compatibility

  • Double-check that the cartridge is indeed an HP 962XL and not a different model. Look for the part number (e.g., 3JA03AN) on the cartridge packaging to confirm compatibility with the HP OfficeJet Pro 9020.

 

2. Check for Protective Tape

  • Ensure you've removed any protective tape or plastic covering from the cartridge before installing it.

 

3. Clean Cartridge Contacts

  • Remove the cartridge and gently clean the copper contacts on the cartridge and inside the printer using a lint-free cloth slightly dampened with distilled water.
  • Let the contacts dry completely before reinserting the cartridge.

 

4. Update Printer Firmware

  • Outdated firmware can sometimes cause compatibility issues. Visit the HP Support website to download and install the latest firmware for your printer.

 

5. Reset the Printer

  • Turn off the printer, unplug it from the power source, and wait for about 60 seconds.
  • Plug it back in, turn it on, and try installing the cartridge again.

 

If this solution hits the spot, please come back and click "Accepted Solution" to help others find the answer. And if you'd like to say thanks, select "Yes" on the bottom left of the public post, as that would make our day! 😊

 

Take care, and have an amazing day!

 

Regards, 

Hawks_Eye

I am an HP Employee.
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