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Incompatible Ink cartridges received from HP

HP Recommended
Officejet Pro Printer 6978
Microsoft Windows 10 (32-bit)

Received replacement ink cartridges from HP for my Officejet Pro Printer 6978. When I attempted to install the Cyan cartridge, I get an error message that the cartridge is incompatible with the printer.  I tried another new one and I received the same message.  What do I do to correct this issue

HP Support Agent
HP Support Agent
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@NanaGail5, Welcome to HP Support Community!


Apologies for the inconvenience. There was an issue with the new lot of HP 902 Cyan and Yellow ink cartridges for this model printer and they were recalled. If the Cartridge was manufactured in Malaysia and the Warranty End Date is between April 1st, 2022 and September 18th, 2022, please do not use this ink cartridge.


Please reach out to the HP Technical Support team in your region regarding the replacement options for the ink cartridge or to check its availability. 

You may create a case on the website to obtain a case number if required. Kindly watch this video to know how.


Also, check if the printer/ink cartridges are eligible for a replacement. Refer to -  'Incompatible' or 'Defective Cartridge' message


Keep me posted for any other assistance.


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

I am an HP Employee

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