Printer Failure Message / HP Used Cartridge Previously

[ThompsonB]

I received a message that my black ink - 950XL was low. I put in a new HP ink cartridge to only receive a Printer Failure Message. I have the 8600 N911n printer.

I had another new / unopened HP 950XL black cartridge, so  I also tried that one, same thing, printer failure message.

Here is all the troubleshooting I've done so far.

I've unplugged the printer power cable.
I've removed all cartridges, cleaned and put back in (they were not dirty).
I've done a hard reset - pressing  the on button for 40 seconds.

I've also received a message that said HP used cartridge previously - on the two new 950XL black cartridges.

I've never had an issue replacing ink cartridges before.

Also, the ink levels shows on my computer screen do not match the ink levels in the cartridge, as it shows the black very low, but it's a new cartridge. It also has a yellow triangle - caution notification at the top of the black ink level icon (shown on computer).

I've done just about everything I can think of to get this to reset, but it will not.

Help!!! Can't seem to get anyone on HP to help with this.

[Hawks_Eye]

Hi @ThompsonB 

Welcome to the HP Support Community!

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

That’s frustrating, and I appreciate the detailed steps you’ve already taken. Since you’ve tried multiple new cartridges and performed resets, let’s go through a few additional troubleshooting steps.

 

Step 1: Perform a Power Drain

• Turn off the printer and unplug the power cord from the back.
• Disconnect any USB or network cables.
• Wait 5 minutes to allow residual power to clear.
• Plug the printer back in and turn it on.

Step 2: Clean the Cartridge and Printhead Contacts

• Remove the black cartridge.
• Use a lint-free cloth lightly dampened with distilled water to clean the copper contacts on the cartridge and inside the printer.
• If possible, remove the printhead and clean its contacts as well.
• Allow everything to dry completely before reinserting.

Step 3: Reset the Printer via HP’s Secret Menu

• Open the printer’s Setup Menu.
• Navigate to Printer Maintenance → Restore Factory Defaults.
• Confirm the reset and allow the printer to restart.

Step 4: Update Firmware

• Open the HP Smart app or visit HP’s official support page to check for firmware updates.
• Download and install any available updates.
• Restart the printer after updating.

Step 5: Try a Different Cartridge Again

• If possible, test with another black cartridge from a different batch.
• If a new cartridge works, the previous ones may be defective and eligible for replacement under warranty.

Let me know if you need further assistance!

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

[ThompsonB]

Thanks for the five steps. I have done all of these steps and in doing so now receive cartridge errors, even though I have replaced all 4 cartridges.

I am beyond annoyed, spending numerous hours trying to resolve and reset the printer.  It was working fine until the black ink notification that it was empty. Replaced it, and received Printer Failure message, and it's been downhill from there.

Any other suggestions? Besides either buying a new printer or buying 4 more cartridges which is quite costly.

Thanks.

[Hawks_Eye]

@ThompsonB 

I hear you—this situation is beyond frustrating, especially after all the troubleshooting you've already done. Since replacing all four cartridges still results in errors

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