Supply system problem message with new ink cartridge

[Laura1026]

I installed a new back ink cartridge 962XL.  Upon install I'm getting a message that there is a "supply system problem."  This is a brand new HP cartridge.  I tried restarting my machine and unplugging it from the wall.  I also updated the firmware.  Other color cartridges are working.

[Kuroi_Kenshi]

Hi @Laura1026,

Welcome to the HP Support Community!

Thanks for reaching out!

We're thrilled to have the opportunity to assist you and provide a solution.

I understand your HP printer is showing a "supply system problem" message after installing a brand new black 962XL cartridge, while the color cartridges work fine. Let’s go through a few steps to troubleshoot this.

a. Check Cartridge Packaging

Ensure all protective tapes and plastic covers were removed from the black cartridge before installation.

Sometimes the orange pull tab on new cartridges is missed, which prevents proper contact.

b. Reinstall the Cartridge

Open the cartridge access door.

Remove the black cartridge and inspect the gold contacts on the cartridge and in the printer.

Reinsert the cartridge firmly until it clicks into place.

c. Clean Cartridge Contacts

Use a lint-free cloth lightly dampened with distilled water to gently clean the contacts on the cartridge and inside the printer.

Make sure the contacts are dry before reinserting.

d. Check Compatibility

Confirm that the cartridge is HP 962XL, not a non-HP or remanufactured version.

Sometimes firmware updates cause non-genuine cartridges to display errors.

e. Reset the Printer

Turn off the printer, unplug it from the wall for 60 seconds, then plug it back in and power on.

This can clear error messages caused by temporary detection issues.

f. Try Another Black Cartridge (if available)

If possible, insert another brand new black 962XL cartridge.

This helps confirm if the issue is with the cartridge itself or the printer.

g. Inspect for Firmware Conflicts

Ensure the printer firmware is fully updated to the latest version.

Occasionally, older firmware may not fully recognize newer cartridges.

I hope this helps.

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Best regards,