OfficeJet Pro 6978 Older Generation Cartridge

[Damian583]

I've owned my OfficeJet Pro 6978 since at least 2018. I bought a few boxes of the 902XL black and the 902XL multi-color packs back in 2019 while there were discount codes available through OfficeDepot.com. Recently my black 902XL cartridge was fully depleted so I installed one of the brand new from a box authentic HP printer cartridge and received the error message...

Black Cartridge -- Older Generation Cartridge. This cartridge is an older generation cartridge that does not work in your printer. It can still be used with some older printer models.

If you do not own an older printer model and your cartridge is a genuine HP cartridge, contact HP Support for more information.

The cartridge is a genuine HP product that I purchased legally back in December 2019.  It is brand new. I also have another package of four (4) ink cartridges (magenta, cyan, yellow and black) that has not been opened but were bought back in April 2020 that I suspect will have the same problem. I haven't opened them and tried them because once you snap off that sealed orange cap then they are no longer shelf stable.

[Betty0610]

@Damian583

Welcome to the HP Support Community.

• 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.

Keep me posted for further assistance.

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click on the YES button to reply that the response was helpful and/or to say “Thank You”.

Have a great day! 

[Damian583]

A word to the community. I posted my original question/problem on June 20th. On June 23rd the HP representative Betty0610 sent me a private message asking me for printer and cartridge information which I responded to on June 23rd. I followed up to Betty0610 on June 27th asking for a response. As of this post Betty0610 has provided ZERO feedback or assistance since my two replies to her private message and now today she has asked me to reply to her original post as resolving my question/problem. I again point out that I have had ZERO response from Betty0610 to my providing her with the printer and cartridge information she requested. Is this how HP responds to and supports their customers - by ducking and not responding to their requests for assistance?