Installing replacement ink cartridges

[SMLDS]

I just purchased 962XL ink for my HP OfficeJet Pro 9015. The cartridge won't fit into the printer.  I watched an followed the video.  The old cartridge came out and goes back in fine.  But, the new  one won't go in.

[Kuroi_Kenshi]

Hi @SMLDS,

Welcome to the HP Support Community! 

Thanks for reaching out about your query regarding your printer!

We're thrilled to have the opportunity to assist you and provide a solution.

Try these steps:

Remove the old cartridge

1. Ensure the printer is turned on.
2. Open the cartridge access door. The carriage will move to the cartridge access area.
3. Wait until the carriage is idle and silent before proceeding.
4. To remove the old cartridge, press the tab on the front of the cartridge to release it, then pull it out.

Prepare the new cartridge

1. Take the new 962XL ink cartridge out of its packaging.
2. Make sure you remove the plastic tape covering the electrical contacts and ink nozzles. Avoid touching the contacts or nozzles to prevent any damage or printing issues.

Install the new cartridge

1. Hold the new 962XL cartridge by its sides with the nozzles facing the printer.
2. Insert the cartridge into its correct slot. The black cartridge goes in the right slot, and the color cartridges go into the corresponding slots.
3. Push the cartridge forward until it clicks into place. You should not have to use significant force to install the cartridge.

If the cartridge still does not fit:

• Verify Cartridge Type: Make sure you are using the correct cartridge for your model. Double-check that the cartridge is indeed a 962XL and not another type such as 963XL or 961XL.
• Inspect Cartridge: Check for any physical damage or obstructions that might be preventing the cartridge from fitting into the slot.
• Check Printer Model Compatibility: Ensure the cartridge is compatible with the HP OfficeJet Pro 9015 model.

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,

[SMLDS]

Thanks for the information!!!!  I have been always been trying to do what you have explained.  But, the new cartridges will still not go into the printer.  I can remove the current ones and put them back  in, so I know now to put them back in.  But, the new ones will not go in.  

The exising cartridges are 962 and the new ones are 962XL.  That shouldn't be a problem, the printer accepts both.  On the opening to the printer cartridges there is a tag that says 962 or 962XL work.   

I have noticed that the end of the cartridge that goes into the printer first is slightly different between the 962 and the 962XL, but it looks like the differences are insignificant.  Perhaps the differences are due to the XL.  I also just noticed that the label of the old cartridges currently in the printer says "New Warrantee ends 2025/10", but the ones I just bought say "New Warrantee ends 2024/09".  Odd that the new cartridges have an older warrantee.  

Also, the instructions always say to take off the plastic tape.  I don't see any plastic tape on the new cartridges.

Any further suggestions?

Again, thanks for your help!!!

[Kuroi_Kenshi]

Hi @SMLDS,

Thank you for the response.

Double-check Cartridge Authenticity

Since the warranty date is earlier on the new cartridges than on the old ones, and there’s no visible plastic tape, there’s a possibility that:

The cartridge may not be new (possibly returned, resealed, or refurbished).

The cartridge may be non-HP or counterfeit.

Visit this HP site to verify authenticity:
HP Anti-Counterfeit

You’ll find a QR code or serial number on the cartridge or box that you can scan or enter.

Compare Both Cartridges Side-by-Side

Even small differences in the plastic molding, chip alignment, or nozzle shape can cause installation issues.

Try this:

Compare the cartridge chip (gold contact area) of the new XL to the old 962. It must be identically aligned and undamaged.

Compare the cartridge shape, especially the area that inserts into the printhead. If there’s even a slight deviation or an extra ridge, it may indicate a manufacturing defect.

Gently Test the Fit (Without Forcing)

Lightly slide the new cartridge just to the edge of the slot.

Do not force it, if it resists more than the old one, stop and remove it.

This can help confirm it’s a physical mismatch rather than a printer issue.

Try a Different Cartridge

If you bought a multi-pack, test another cartridge from the pack. Sometimes a single defective unit can sneak through quality control.

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,

[SMLDS]

Thanks, so much!  I took the cartridges back to the store.  They typically only do exchanges.  I explained that the two opened cartridges didn't fit and showed them how they were different from the ones currenly in my printer.  I told them I was hesitant to exchange them.  They decided to allow me to return them.  I went to a different store, bought new cartridges, and they fit perfectly!! 

By the way, the new ones that fit, and the printer displayed that they were full, did not have the plastic tape, either.  Maybe HP has a different way of keeping the cartridges from leaking rather than using tape.  I don't know.

Thanks, again!!!!

[Garp_senchau]

@SMLDS, Thanks for letting us help you out! If you're all set, please mark this post as 'Accepted Solution' so I can do a virtual happy dance! 

If you need anything else, I'm all ears (or rather, all text). Just let me know! 

You're awesome, and I'm honored to have been your go-to guide today! 

Stay fantastic, and have an amazing day ahead! 

Regards,