hp 951 cartridge causing printer failure

[Pit55]

Purchased new genuine HP 951 ink cartridge (CN052A) to replace depleted cartridge.  Immediately after installing, get error message "Printer Failure: There is a problem with the printer or ink system. If problem persists, contact HP."  Followed troubleshooting.  Hard reset, clean contacts with linen cloth, ensured cartridge compatible with printer.  Returned the cartridge to the retailer.  Exchanged for new ink cartridge.  Installed, same error.  Followed all troubleshooting again.  Does not resolve.

Cannot contact HP, no live chat, phone number, anything.   Created account, went to add my device by serial number.  Serial number copied from HP app, HP website states, not a valid serial number.  Double check against the printed serial number.  Enter it by typing, same error.  This support is frustrating.  Have been out of printer for the business for 2 weeks, need better support.

[Kuroi_Kenshi]

Hi @Pit55,

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 printer is displaying a “Printer Failure: There is a problem with the printer or ink system” message even after installing new genuine HP 951 cartridges and following all the recommended troubleshooting steps. Let’s go through a few detailed steps to help isolate and resolve the issue.

a. Check Cartridge Compatibility

Ensure your printer model uses HP 950/951 ink cartridges.

These cartridges are commonly used in models like OfficeJet 8100, 8600, and 8610 series.

Check that all cartridges (black, cyan, magenta, yellow) are genuine HP and not mixed between original and refilled units.

b. Inspect Cartridges and Electrical Contacts

Power off the printer and disconnect the power cord.

Open the ink cartridge access door.

Remove all ink cartridges.

Using a lint-free, slightly damp cloth, gently clean the gold-colored electrical contacts on both the cartridges and the printhead (where the cartridges sit).

Allow everything to dry completely (about 10 minutes) before reinstalling the cartridges.

c. Reseat the Printhead

If your model has a removable printhead, lift the latch, remove it, and inspect for ink buildup or debris.

Wipe the metal contacts carefully with a soft, lint-free cloth.

Reinsert the printhead, secure the latch, and reinstall all cartridges firmly.

d. Perform a Power Reset

Disconnect the printer’s power cord from both the printer and wall outlet.

Wait for 60 seconds.

Press and hold the Power button for 15 seconds to drain any residual charge.

Reconnect the power cord directly to a wall outlet (avoid surge protectors) and power on the printer.

e. Check for Firmware Update via HP Smart App

If the printer powers on and shows a “Ready” state, open the HP Smart App → Printer Settings → Advanced Settings → Tools → Printer Updates.

Install any available firmware updates.

This helps if the new cartridges require the latest firmware to be recognized.

I hope this helps.

I'm glad I could help! 😊 If this resolved your issue, please mark it as "Accepted Solution" and click "Yes" on "Was this reply helpful?" Your feedback not only keeps us going but also helps others find the solution faster! 👍✨

Take care and have an amazing day ahead! 🚀

Best regards,

[Pit55]

Hi Kuroi!  I am so glad to work with a real person.  I was not getting anywhere with the virtual assistant.  Per your recommendations, I have done a, b, c (I had not tried this until now), d & e.   None of these work. 

I will say that the printer reads my depleted 951 yellow ink cartridge just fine, but it did not read my new genuine HP 951 XL.  Thinking it was a defective cartridge, I returned it to the store for a replacement.  I came home with a second new HP951 XL, I got the same printer failure error.  Now I'm think it is a manufacturer's bad batch of cartridges.    Thoughts?

[Kuroi_Kenshi]

Hi @Pit55,

Thank you for the response.

I understand your concern, you’ve already gone through thorough troubleshooting, and it’s frustrating to see the issue persist, especially after replacing the cartridge twice.

Since your printer recognizes the depleted HP 951 cartridge but fails with multiple new HP 951 XL cartridges, this does point toward a possible cartridge batch or chip compatibility issue rather than a hardware fault with your printer. Let’s go through a few final checks:

Check Cartridge Chip Area

On the new HP 951 XL cartridge, inspect the gold chip at the top for any scratches, glue residue, or manufacturing defects.

Compare it side-by-side with your old cartridge to see if there are any differences in chip design or placement.

Clean the Chip Reader Area on the Printhead

Power off the printer and unplug it.

With the cartridges removed, look at the inside area where the chip meets the printhead contacts.

Use a dry, lint-free cloth to gently wipe away any ink dust or buildup.

Let it dry for 5–10 minutes before reinstalling the cartridges.

Install the Old Cartridge Temporarily

Insert the depleted yellow cartridge to confirm the system recognizes it correctly.

Then, without powering off the printer, swap it for the new HP 951 XL to check if the printer reinitializes recognition successfully.

Try a Standard HP 951 (Non-XL)

If available, try a standard HP 951 cartridge instead of the XL version.

Occasionally, firmware mismatches can prevent certain XL models from being recognized if the firmware hasn’t yet been updated to match that chip version.

Firmware Verification

Since you mentioned completing the update, double-check via HP Smart → Printer Settings → Printer Update → “Check for updates.”

If already up to date, that helps confirm it’s likely a cartridge manufacturing issue.

I hope this helps.

I'm glad I could help! 😊 If this resolved your issue, please mark it as "Accepted Solution" and click "Yes" on "Was this reply helpful?" Your feedback not only keeps us going but also helps others find the solution faster! 👍✨

Take care and have an amazing day ahead! 🚀

Best regards,