I have brand new cartridges showing as empty and cannot contact

[chalverson]

I just got new hp cartridges and the color ones say empty -  I cannot find anywhere on the HP website for support as it says my printer is out of warranty so I cannot contact support.  I tried working with the bot and that didn't work either. 

[VikramTheGreat]

Hi @chalverson,

Welcome to the HP Support Community.
 

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

We understand you are experiencing an issue where new color cartridges in your HP OfficeJet Pro 6978 All-in-One Printer are incorrectly showing as empty. We’re here to help clarify the situation and guide you through the next steps.

Recommended Troubleshooting Steps:
 

1. Power Cycle:
   • Turn off the printer and unplug it from the power source for 60 seconds.
   • Plug it back in and turn it on.
      
2. Cartridge Check:
   • Remove the affected cartridges.
   • Ensure the orange plastic tape is completely removed (if applicable).
   • Gently clean the copper-colored contacts with a lint-free cloth and distilled water.
   • Reinstall the cartridges and close the access door securely.
      
3. Check for Firmware Updates:
   • On the printer screen, go to Setup > Printer Maintenance > Update the Printer.
   • Follow prompts to update if available.
      
4. Use HP Print and Scan Doctor (for Windows):
   • Download from HP Print and Scan Doctor.
   • Run the tool and follow the on-screen instructions to diagnose cartridge-related issues.

I hope this helps.

Take care and have a good day.

Please click “Accepted Solution” if you feel my post solved your issue, as it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

VikramTheGreat

HP Support

[chalverson]

I tried all these with no luck. 

[Kuroi_Kenshi]

Hi @chalverson,

Thank you for the response.

Since @VikramTheGreat is not available at the moment, I'll be assisting you further.

Sorry to hear the issue is still persisting. Since you’ve already tried the power cycle, cleaned the contacts, ensured the cartridges are properly installed, and run the HP Print and Scan Doctor, but the color cartridges still show as empty, here are some advanced steps you can try before escalating outside HP’s official support:

Bypass Cartridge Memory

Sometimes the printer stores old cartridge data. You can try this:

Remove the cartridges from the printer.

Turn the printer OFF.

Unplug it for 5 minutes.

Reinsert the cartridges one at a time after powering back ON.

If available, install cartridges in a different order than before (e.g., insert color before black).

Check Ink Cartridge Region

If the cartridges are from a different region (e.g., bought overseas), HP printers may reject them.

Solution:

Check the cartridge number (e.g., HP 952 vs HP 934).

Check that the part number matches your region (US vs EU).

If mismatch, you’ll need regional reset. 

I hope this helps.

I'm glad I could help! 😊 If this resolved your issue, please mark it as "Accepted Solution" and click "Yes" on "Was this reply helpful?" Your feedback not only keeps us going but also helps others find the solution faster! 👍✨

Take care and have an amazing day ahead! 🚀

Best regards,