New ink cartridge not working but old ones do

[rjstanis]

Officejet Pro 8600 Plus Model# N911g

2 of old cartridges were empty, the other 2 very low, so went to replace all 4. After replacing it says "Printer Failure: There is a problem with the printer or ink system. Turn printer off, then on. If problem persists contact HP."

I did that, and followed the steps of unplugging and releasing latch and wiggling cartridge holder around a few times and same message. If I put the old cartridges back in I do not get any more error messages.  However since 2 cartridges empty I can't print or do anything with printer anyways. Once I put new cartridges back in, same error message. I took other cartridges back to where I purchased them and exchanged them with another box and same issue. It's the proper cartridges and HP product. Anything else I can do?

Update* I can get the XL black and yellow cartridges to accept but it's now saying Magenta and Cyan are damaged. They're brand new and already exchanged new purchased cartridges with another box of new cartridges in case the first ones were bad so doubt that's the issue 

Not sure if that's how the packaging is now but the new cartridges just sit in the box. No plastic wrapper or pull tags. I thought previous ones had something but I can be mistakened since I typically only buy once a year.

Thanks for any help

[Max3Aj]

Hi @rjstanis, Welcome to HP Support Community. 

Thank you for posting your query, I will be glad to help you. 
It sounds like your OfficeJet Pro 8600 Plus (N911g) has an issue recognizing the new magenta and cyan cartridges, even after replacing them with another set. Since the old cartridges don’t trigger an error, this likely isn't a hardware issue but something related to the new cartridges or the printer’s ink system memory. Try these troubleshooting steps:

Check for Firmware Issues

• If your printer has outdated firmware, newer HP cartridges might not be recognized correctly.
• Check for firmware updates by going to Setup > Printer Maintenance > Update the Printer (if accessible).
• If you can’t access the printer menu, try updating the firmware via HP Smart or HP’s website.

Hard Reset the Printer

• Remove all ink cartridges.
• With the printer on, unplug the power cord from the wall.
• Wait 2–3 minutes.
• Hold the power button for 30 seconds (if applicable).
• Plug the printer back in and turn it on.
• Reinstall the new cartridges and check if the issue persists.

Clean the Cartridge Contacts

• Turn off the printer and remove the problem cartridges (magenta and cyan).
• Use a lint-free cloth slightly dampened with distilled water or isopropyl alcohol.
• Gently clean the gold contacts on both the cartridges and inside the printer where the cartridges connect.
• Allow them to dry for a minute, then reinstall.

Use the “Secret” Reset

If the issue persists:

1. Open the printer’s setup menu.
2. Navigate to Printer Maintenance > Restore Defaults.
3. Perform a partial reset (this won’t erase everything but resets ink-related errors).
   • If that fails, a semi-full reset (advanced reset) might be needed. Let me know if you want steps for that.

Try a Different Cartridge Lot

Since the new cartridges weren’t sealed, check:

• If you have another printer that takes HP 950/951 cartridges, test them there.
• If possible, try cartridges from a different batch or store.

Bypass the Ink Error (Temporary Workaround)

If the issue persists and you need to print urgently:

• Turn on the printer, then unplug it while it's on.
• Press and hold # and 6 while plugging it back in.
• This may temporarily bypass the ink check and allow printing.

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 “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping! 

Max3Aj

HP Support 

[stanleysandle]

I need to contact hp