new 950/951 ink cartridges are not recognized by OfficeJet Pro 8600

[MNSAILORMIKE]

K cartridge (black) was empty. I replaced empty HP 951XL cartridge with new HP 951XL cartridge. Printer will not recognize the new cartridge and continues to throw "cartridge problem - one or more cartridges are damaged" error. Same error for HP 950XL C (cyan) cartridge. When I swap the old cartridge back in the error consistently goes away. Everything worked fine prior to these two cartridges showing empty and being replaced with new HP ink cartridges purchased from Staples. Running MS Windows 11. 

[A_Gayathri]

Hi @MNSAILORMIKE,

Welcome to The HP Support Community.  

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

I hope you are doing well!
 

I understand you are getting the "cartridge problem" error you are encountering with your HP OfficeJet Pro 8600 (N911a) printer is typically caused by issues related to the ink cartridge, such as compatibility, incorrect installation, or damage. Here are steps to resolve the issue:

1. Verify Cartridge Authenticity

• Ensure the new cartridges are genuine HP products. Look for the HP security label on the packaging or check online using the HP anti-counterfeit tool.
• If the cartridges are third-party or refilled, they may not be fully compatible with your printer.

2. Inspect the Cartridges

• Check for Damage: Look for any visible damage to the cartridge, such as scratches, dents, or leaks.
• Clean the Contacts:
  1. Turn off the printer and unplug it.
  2. Remove the cartridges.
  3. Use a lint-free cloth slightly dampened with distilled water to clean the copper contacts on the cartridges and the printer's printhead.
  4. Let them dry completely before reinserting.

3. Reset the Printer

1. Remove all cartridges from the printer.
2. Turn off the printer and unplug it from the power source.
3. Wait 1–2 minutes.
4. Plug the printer back in and power it on without the cartridges.
5. Reinsert the cartridges one at a time, starting with the black cartridge, and check for errors.

4. Perform a Printhead Cleaning

• Clogged or dirty printheads can also cause issues. Perform a manual printhead cleaning:
  • Access Tools > Printer Maintenance > Clean Printhead from the printer’s control panel.

5. Update Printer Firmware Update the firmware on an HP printer

Outdated firmware can sometimes cause cartridge recognition problems:

1. Visit the HP Software and Driver Downloads page.
2. Search for your printer model and download the latest firmware.
3. Follow the on-screen instructions to update the firmware.

6. Check Printer Settings

• Ensure your printer region matches the cartridges' region (e.g., North America vs. Europe). Region mismatch can cause errors.

I hope this helps. 

Take care and have a good day.

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