Older Generation Cartridge Error - 902XL and OfficeJet Pro 6978

[NewPrinterUser9]

Hello-

I have an HP OfficeJet Pro 6978 and a brand new genuine HP 902XL printer cartridge I have been saving on the shelf for quite some time. I needed to use this spare cartridge today and I was surprised to see an error that this genuine cartridge is now considered older and "does not work in your printer".  It says I can still use this cartridge in another printer but I don't have one.

Please offer me a work around so that I can use this older cartridge instead of throwing it away. It does not seem reasonable that a firmware upgrade would obsolete a brand new genuine HP cartridge.

Thank you!

[Hawks_Eye]

Hi @NewPrinterUser9 

Welcome to the HP Support Community!

Thanks for posting your query! We're here to help you get back up and running.

After you install an ink cartridge, one of the following error messages displays on the printer control panel or computer:

Cartridge(s) for older generation printer

Incompatible Older Cartridge

Older cartridge

Older Generation Cartridge

Older Generation Cartridge Installed

The ink cartridge you are trying to use is an outdated ink cartridge that was created prior to the release of your printer.

In order to resolve this issue and continue printing, replace the ink cartridge.

For additional information on HP's ink warranty, see Ink Cartridge and Printhead Limited Warranty.

note:

HP cannot extend warranty to non-HP, refilled, or remanufactured ink cartridges. HP’s warranty coverage lasts until the HP ink is depleted or the “Warranty Ends” date on the ink cartridge has been reached, whichever occurs first.

If my response helped, please mark it as an Accepted Solution! ✅ It helps others and spreads support. 💙 Also, tapping "Yes" on "Was this reply helpful?" makes a big difference! Thanks! 😊

Take care, and have an amazing day!

Regards, 

Hawks_Eye

[NewPrinterUser9]

Thank you for your reply and private message asking me to accept your response and close this topic as resolved. The response does not solve my problem, so I cannot mark this as resolved yet.

From my point of view I can understand HP not replacing my defective cartridge once the warranty has expired. That is a fair business practice.

If my printer was allowed to use the cartridge that I purchased and the print quality was poor because the ink was too old, there were missing lines, or globs of extra ink, or it had dried out entirely and it was past its expiration date, and HP did not want to support it past that date, I would be ok with that and happily purchase a new one. That also makes sense to me. I would consider the cartridge to be worn out and replace it like any other consumable part that gets worn over time.

I cannot understand a firmware update for my printer disabling a genuine printer cartridge past an expiration date though. This is not fair to people that have purchased genuine cartridges at quite high prices. This is what I have done, purchased an expensive 902XL that is not not usable because of this change.

I am certain that this block on using older cartridges was added after I purchased both the specific printer and the specific cartridge in question. I purchased two identical cartridges at the same time and the first one worked in this printer. I’m certain it is possible that this model

cartridge could work with my printer. I think the cartridge was blocked during an automatic printer firmware update. The rules were changed on hardware that I owned with no option to roll it back.

In this case I assure you that I did not purchase a 3rd party cartridge, a second hand refilled cartridge, or even attempt to refill it myself. I purchased a genuine 902XL from a legitimate office supply retailer at full price. Your suggested solution recommends I do that again because I didn’t use the current one in time?

When we purchase an HP 902XL cartridge are we only purchasing the ability to use it only until it expires? Should I expect future cartridges to stop working after their expiration date also?

[Hawks_Eye]

Hi @NewPrinterUser9 

I completely understand your frustration—this situation is incredibly disappointing, especially when you've invested in genuine HP cartridges expecting them to work seamlessly with your printer. 

It’s understandable that you feel misled by the firmware update, which seems to have blocked older cartridges without prior warning.

 

I'm sending you a private message to guide you on the next steps.

To access it, click the private message icon in the upper-right corner of your HP Support Community profile, next to your name.

Take care and have a great day!

Regards,

Hawks_Eye

[NewPrinterUser9]

Thank you for your straightforward response to my problem. I do appreciate your honestly with a difficult message to communicate that my  purchases now have no value due to a software update. I saw this reply and the private message that I can call in for support to get some assistance but it turns out that since my printer warranty has expired I do not have access to the required phone number for support. It does appear that if I were to pay a fee for an HP support plan I may be able to call in for help.

I'm not satisfied with the response here. I am out a good deal of money on the purchase of the black cartridge, and now also the purchase of new color ink cartridge pack that I cannot return since it has been opened. I do not plan to pay for an HP support package, nor a new black ink cartridge pack. Spending additional money on this printer is not a good idea at this point and I'm going to have to stop my losses here.

This experience has been much worse than I can take and not worth any more sunk cost in time or money. I have spent $50 on an unusable black ink cartridge, $50 on a set of three color ink cartridges that cannot be used without a working black ink cartridge, and over 15 hours of personal time troubleshooting, driving back and forth to the store, and asking for help on this forum. Given these costs already incurred I have made the decision to retire my HP OfficeJet Pro 6978 printer and purchase a different brand, my first non-HP printer.

[Hawks_Eye]

@NewPrinterUser9 

I’m really sorry this happened. I know it’s frustrating to deal with unexpected compatibility issues, and I wish it had worked out differently for you.

Regards, 

Hawks_Eye