Installed a new cartridge, turns out it is damaged...

[Deb6962Print]

I bought a brand new set of ink cartridges. 902XL Black with cyan, magenta, yellow pack. I only had to replace the black in the printer. I put in the new cartridge and the printer will not work, it gives me a message of "One or more cartridges is missing or damaged. Until cartridges are replaced make sure the printer is turned on to avoid damage." I looked at the cartridge and it looks as though it is missing some contact points on the bottom side as compared to my empty cartridge. They are all HP genuine cartridges for HP 6962. I tried to take it back to Walmart and they said only the manufacturer can replace it or give you a refund. PLEASE HELP...this is for my mom, who elderly and on a VERY fixed income. She spent $100 on the cartridge set. She uses the computer to print things out in bigger text. PLEASE CAN ANYONE HELP?

[Nal_NR]

Hi @Deb6962Print,

Welcome to the HP Support Community. 

I'd like to help!

Please perform the steps from this document and see how it goes 

Also, try updating Firmware by selecting the current OS: Click here

Hope this helps! Keep me posted for further assistance.
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