Printer 964 Cartridge Problem

[SteveJ33]

I'm getting an error when using 962 printer cartridges for my HP OfficeJet Pro 9020.

The message is "Incompatible cartridges".

I have been using a 964xl Black, 964 Cyan, Magenta, Yellow, and now trying to use a 962xl Black, 962xl Cyan, Magenta, Yellow.

HP OfficeJet Pro 9020

MacBook Pro OS 14.5 (23F79)

[edit]

[A_Gayathri]

Hi @SteveJ33 ,

Welcome to The HP Support Community.  

Thank you for posting your query, I will be glad to help you.

I understand you’re facing compatibility issues between the 962xl cartridges and your HP OfficeJet Pro 9020, which is designed to use the 964 cartridges. The 962 cartridges are generally not compatible with printers designed for 964 cartridges, even though they may look similar.

To resolve this issue, you should:

• Verify Cartridge Compatibility: Ensure you are using the correct cartridges for your model. The OfficeJet Pro 9020 is designed for the 964 series, so you need to use 964 cartridges rather than 962 cartridges.
  
  
• Check Cartridge Installation: Sometimes, simply removing and re-inserting the cartridges can help. Make sure they are installed correctly and securely.
• Update Printer Firmware: Ensure your printer’s firmware is up to date, as this can sometimes resolve compatibility issues. You can check for firmware updates using the HP Smart app or the HP website. Update the firmware on an HP printer
  May I know if you have changed the region?

Refer to this document:  HP OfficeJet Pro 9020 All-in-One Printer series User manual

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. 

[SteveJ33]

Thank you your reply.  The issue I have with HP is that I purchased the OfficeJet Pro 9020 from HP and now find out HP doesn't offer printer cartridges.  That's not what I expected from HP.  I need 964 cartridges because HP is forcing me to use the 964 cartridges.  NOT HAPPY!   Now what?

[A_Gayathri]

Hi @SteveJ33 ,

Thank you for your response, I appreciate your efforts. As the issue persists, I am sorry to hear that I'm sending out a private message to assist you with the next course of action. 

Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link.

I hope this helps! 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 the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!