I received a 902XL that didn't work

[dave11222]

I ordered a NEW 902XL Black Cartridge for my 6978 printer.  The previous cartridge still printed some.  Installed new cartridge.  HP software recognized an authentic HP product and a full supply of ink.  The GUI of the printer said everything was OK.   I tried printing...nothing.  I tried cleaning heads...nothing  3 times...nothing.  I want a replacement for my $50.00 cartridge!

[Sneha_01]

Hi @dave11222,

Welcome to HP Support Community.

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

If you've received a new HP 902XL Black cartridge that’s not working despite being recognized as authentic and full, and you've tried cleaning the print heads with no success, here’s a step-by-step guide to address the issue and seek a replacement:

1. Verify Cartridge Installation

Check Cartridge Installation:

• Make sure the cartridge is installed correctly. Remove it and then reinstall it, ensuring it clicks into place securely.

Inspect for Packaging Materials:

• Ensure that any protective tape or packaging materials were removed from the cartridge before installation.

2. Perform Printer Diagnostics

Run Printer Self-Test:

• Use the printer’s built-in diagnostics or self-test function to check if the printer can print a test page. This option is usually available in the printer settings or tools menu.

Check Printer Settings:

• Ensure that the printer settings are configured correctly and that the correct paper type and print quality settings are selected.

3. Try a Different Print Job

Different Document:

• Attempt to print a different document or image to rule out the possibility of an issue with the specific file or application you are using.

Check Print Queue:

• Ensure there are no stuck print jobs in the queue that could be causing issues. Clear the print queue if necessary.

4. Update Printer Firmware and Drivers

Update Firmware:

• Visit the HP website and download the latest firmware update for your HP 6978 printer. Follow the instructions to update the firmware.

Update Drivers:

• Ensure that you have the latest drivers installed for your printer. Download the latest drivers from the HP support website and install them.

5. Check for Blocked Print Heads

Clean Print Heads:

• Run the printer’s built-in print head cleaning utility multiple times if necessary.

Manually Check for Blockages:

• If you are comfortable doing so, check the print heads for any visible ink blockages. Consult the printer’s manual for instructions on how to access and clean the print heads.

I hope this helps.

Take care and have a good day.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Rachel571

HP Support

[dave11222]

Refund procedures?

[dave11222]

I'm a retired H/W technician form Xerox.  I checked it all.  I want my $50.00 refund.