My HP 9020 shows a black ink supply problem message, even though i have tried 2 new black cartridges

[DennisG6]

Error message says there is a problem with the supply system, try replacing the affected cartridge with a non-empty cartridge.  I have done that with 2 new cartridges, and same message.  Have gone through every step of virtual assistant recommendations, with no success.  This problem has never occurred before.  I have a 9020 Series printer.

[Max3Aj]

@DennisG6, Welcome to HP Support Community. 
 
Thank you for posting your query, I will be glad to help you. 
I understand you're seeing a "Black ink supply problem" message on your HP OfficeJet Pro 9020, even after trying two new cartridges. You've also followed the Virtual Assistant steps without success, let’s go a bit deeper to resolve this.

Please follow these steps carefully:

Reset the Printer

Sometimes a simple reset can clear internal errors:

• With the printer powered on, disconnect the power cord from the back.
• Unplug the power cord from the wall outlet.
• Wait 60 seconds.
• Plug the power cord back into the wall and then into the printer.
• Turn the printer back on.

Check Cartridge Vents

Improper venting can trigger supply errors:

• Remove the black cartridge.
• Inspect the vent area (small slit on top). If it’s clogged with adhesive or debris, gently clean it with a pin or paperclip.
• Reinsert the cartridge firmly until it clicks into place.

Use Genuine HP Cartridges

Ensure both cartridges are genuine HP 962 or 962XL. Non-HP or refilled cartridges may not be recognized correctly.

You can verify cartridge authenticity here: HP anti-counterfeit | HP® Official Site

Update Printer Firmware

Outdated firmware can cause cartridge recognition issues:

• Open the HP Smart app or go to the HP Software and Driver Downloads page.
• Search for your printer model and install any available firmware updates.

Try a Different Cartridge (if available)

If possible, try a third black cartridge, preferably from a different batch or retailer, to rule out a defective batch.

If the issue persists, the printhead or internal ink system may need servicing, then, please visit the nearest HP authorized service center, the service team will check and assist you. 

Kindly follow this link to locate the nearest HP service center: https://support.hp.com/us-en/help/service-center

(Select the country from the dropdown menu and enter the city name or pincode) 

I hope this helps. 
 
Take care and have a good day. 
 
Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Yes" on the bottom left to say “Thanks” for helping! 
 
Max3Aj
HP Support