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‎03-28-2025 04:39 PM

HP Recommended

I ordered an original HP color combo 962 from Amazon on 03.22.2025. It was shipped on 03.22.2025 and delivered on 03.23.2025. I installed the cartridges and I have printed a few pages. Now, it is saying that the red cartridge is depleted and there is no way that is possible if the cartridge was full from the factory.  I have searched the HP website for a number for customer service and it is not there.  However, I did get one from Amazon when I searched for a way to contact them. They referred me to the HP website and gave me this number....877-801-5657. I tried to call it, but got the message that no one could take my call.  Wouldn't you know it!!!!! Has anyone else ever have this happen to them?

Angie Parkerson

1 REPLY 1

‎03-31-2025 08:21 AM

HP Recommended

Hi @Angie1940 

 

Welcome to the HP Support Community! 

 

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

 

It’s frustrating to encounter this issue with a brand-new cartridge. 

 

Here are some steps to address the problem:

 

1. Check Cartridge Installation

  • Remove the red cartridge and inspect it for any protective tape or packaging that might not have been fully removed.
  • Reinsert the cartridge securely into the printer.

 

2. Run a Printer Diagnostic

  • Use the printer's control panel or the HP Smart app to run a diagnostic test. This can help identify if the cartridge is being misread.

 

3. Clean the Cartridge Contacts

  • Turn off the printer and remove the cartridge.
  • Gently clean the copper contacts on the cartridge and inside the printer with a lint-free cloth slightly dampened with distilled water.
  • Let the contacts dry completely before reinserting the cartridge.

 

4. Reset the Printer

  • Turn off the printer, unplug it, and wait for about 60 seconds.
  • Plug it back in, turn it on, and check if the issue persists.

 

5. Verify Cartridge Authenticity

  • Ensure the cartridge is a genuine HP product. Counterfeit cartridges can sometimes cause issues. You can verify the authenticity using the QR code on the cartridge or through the HP Smart app.

 

If this solution hits the spot, please come back and click "Accepted Solution" to help others find the answer. And if you'd like to say thanks, select "Yes" on the bottom left of the public post, as that would make our day! 😊

 

Take care, and have an amazing day!

 

Regards, 

Hawks_Eye

I am an HP Employee.
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