New Black Ink 906 XL Malaysia cartridge will not print in my OfficeJet Pro 6978

[CDG888]

Bought replacement ink through HP store in August (all 4).  Black ink finally needed changing today since it was 902XL and I did not print very much.  Last page came through with light black faded print (signaling it's time for a change).  Put in the new 906XL and now the black will not print at all (no cartridge recognition errors).  Attempted all online fixes (software update, clean printer heads 3 times), called support and was told by the automated service that I needed to start a new case online.  Entered my serial number and was asked for two of the color cartridges expiration info and was told replacements will be sent, however it wouldn't let me do anything with my real issue.  Not sure this is going to help either, but worth a shot as I am out of options.  They will not take a return since its more than 30 days, and support will not allow me to open a case to try a replacement because my printer warranty is expired (however the ink is not expired, its just brand new and un-useable).

[Kumar0307]

@CDG888, Welcome to the HP Support Community!

To assist you better, are you in Malaysia or the US?

HP OfficeJet Pro 6978 does not use HP 906 ink cartridges in Malaysia. You have to use HP 909 Black and HP 905 color ink cartridges.

In the US, it uses HP 902 ink cartridges.

Refer to this document for more info - Which cartridges work with my HP printer?

Kindly use compatible ink cartridges to resolve this issue. Perform the steps mentioned in this document - HP Printer Does not Print and Error Indicates Faulty Ink Cartridge

You may visit Hp Store to check and order the ink cartridges.

Hope this helps! Keep me posted. 

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