printer will not accept new HP ink cartridge

[Pete1311]

HP Office Jet 8715 does not accept new HP black 952XL cartridge. This message is posted on the screen after I replaced the HP black 952XL with a brand new HP black 952XL. "There is a problem with the supply system. Try replacing the affected cartridge. If message reappears again, record message and contact HP." I removed the new HP black 952XL cartridge with another new HP black 952XL cartridge. Same message on printer screen.

In addition, this new message is on the screen for the yellow cartridge (which was replaced earlier this week with an HP yellow 952XL cartridge): This printer is not designed to use continuous ink systems. To resume printing, remove continuous ink system and install original HP(or compatible) cartridges.

[Max3Aj]

@Pete1311, Welcome to HP Support Community. 

Thank you for posting your query, I will be glad to help you. 
Your HP OfficeJet 8715 rejecting brand new original HP 952XL cartridges—both black and yellow—with supply system and continuous ink system errors is a known issue. This can stem from firmware problems, cartridge chip recognition issues, or the printer mistakenly detecting aftermarket systems. Here's how to troubleshoot it step-by-step:

Confirm Cartridge Authenticity

Make sure your HP 952XL cartridges are:

• Genuine HP cartridges, not refilled or remanufactured.

Power Reset the Printer

This helps clear any stuck cartridge detection logic:

1. With the printer ON, remove all ink cartridges.
2. Unplug the power cord from the printer without turning it off first.
3. Wait 2–3 minutes.
4. Plug it back in and wait for the printer to fully start up.
5. Reinstall all cartridges one at a time. Close the access door and check for errors.

Clean Cartridge Chip & Electrical Contacts

Sometimes residue or slight misalignment can cause detection issues:

1. Power off the printer and remove the affected cartridges.
2. Gently clean the gold contacts on the cartridges and the corresponding contacts inside the printer using a lint-free cloth lightly dampened with distilled water or isopropyl alcohol.
3. Let everything dry for 1–2 minutes before reinserting.

Check for Firmware Update

HP occasionally releases updates that affect cartridge recognition:

1. Go to your printer’s control panel:
   • Setup > Printer Maintenance > Update the Printer.
2. Or update via HP Smart or driver/software on PC: HP Software & Drivers.

Disable Cartridge Protection (if visible)

Sometimes this feature can cause issues, especially if cartridges were used in another printer first:

1. From the printer's touchscreen: Settings > Printer Maintenance > Supply Settings > Cartridge Protection.
2. Disable this feature if enabled.

Remove "Non-HP Continuous Ink System" Warning

This warning may appear even with genuine cartridges, especially if you previously used non-HP tanks:

1. Remove all cartridges.
2. Restart the printer with no cartridges installed. Wait until it prompts to install cartridges.
3. Reinstall only original HP cartridges, one at a time. Avoid third-party or modified ones.

🧩 If Problem Persists:

• Try inserting the original cartridge that worked before—if still available—to see if the issue is tied to the cartridge or the printer logic.
• If multiple genuine HP 952XL cartridges are rejected, it’s likely a hardware issue in the printhead or logic board. 

I hope this helps. 

Take care and have a good day. 

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Select "Yes" on the bottom left to say “Thanks” for helping! 

Max3Aj

HP Support 

[Pete1311]

Thank you for your help. I followed all the steps and the problem still exists. My guess is the board that holds the ink cartridges is not functional. I guess I'll buy one of those and see if that fixes it. Much appreciated!

[Max3Aj]

@Pete1311, Thank you for your response. 

I'm sending a private message to assist you with the next action. 

  

Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link. 

  

I hope this helps! Keep me posted. 

  

Max3Aj

HP Support