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‎01-05-2024 10:12 PM

HP Recommended
Product: HP OfficeJet Pro 6978 All-in-One Printer

Hello.  I am having the problem with my OfficeJet Pro 6978.  I replaced the Black ink cartridge that was running low with a brand new one genuine HP cartridge (902 XL).  The three other cartridges were working just fine.  I put the new cartridge in and, suddenly, I am getting the "One or more cartridges are missing or damaged" error for both the Black and Magenta cartridges (I did nothing to the Magenta cartridge).  I tried removing and reseating the cartridges.  No go.  I did a soft reset (unplug cable from power printer and power outlet, wait 60 seconds, plug back in).  No change.  Did a factory reset.  After that, the printer was, now, seeing the Magenta, but not the Cyan and Yellow.  Black is still a no go.  I removed all the cartridges.  Cleaned the contacts on all four cartridges and in the printer.  Reinstalled them all.  All three color cartridges were detectable again.  Black is still a no go.  Figured I'd try one more thing.  Took the new Black out and tried to put the old Black back in to see it could detect that.  Then, it wasn't seeing any of the cartridges.  Took all four cartridges out and put them all back in one at a time.  Now, two hours later, I'm back to where I started.  Cyan and Yellow are fine.  Black and Magenta have errors and aren't being detected.  I'm at the end of my rope.  Can anyone offer me guidance on what the problem is and how to fix it?  Thank you.

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