OfficeJet 6978 Older print cartridge error

[DaveG21]

I have a ~4 year old OfficeJet 6978 that has been working fine.  We got a new set of (genuine HP) ink cartridges, and when we replaced the cyan cartridge, got an error it is an Older Generation cartridge is isn't supported.   Can't get past that error message on the screen.

I tried doing a factory reset to go back to the original firmware, but am still getting the error.

It's NOT an older generation, it IS a genuine HP product, and it's not working with my printer.   Any suggestions?   

edit: I have read other threads on this, they all say unplug the printer for 60 seconds (while it's powered on).  Tried, that, same error.

[Kumar0307]

@DaveG21, Welcome to the HP Support Community! I’m here to help.

I understand you are not able to use the new ink cartridge due to this error. To assist you better,

• Are you sure this is an HP genuine ink cartridge?
• Validate this by clicking here - HP Anti-Counterfeit and Fraud (ACF) Program

If this is a genuine HP ink cartridge, I would need some information related to the ink cartridges and the printer which cannot be shared on a public post for security reasons.

I have sent you a private message, reply to the message with the required details.

In order to access your private messages, click the private message icon on the upper right corner of your HP Community profile, next to your profile Name or simply click on this link.

Hope this helps! Let me know how it goes. 

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Have a great day!