"instant ink incomaptibility" message on cartridges purchased from Best Buy.

[fku111]

getting a "instant ink incomaptibility" message on cartridges purchased from Best Buy. Why??  I have been printing a long time with these carts, this just started today

[Kuroi_Kenshi]

Hi @fku111,

Welcome to the HP Support Community! 

Thanks for reaching out about your query regarding your printer!

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

Try these steps:

Verify Cartridges

Check Cartridge Labels:

• Ensure that the cartridges are indeed compatible with your HP OfficeJet Pro 6968 printer. The compatible cartridge numbers are typically mentioned in the printer manual or on HP's website.
• For HP OfficeJet Pro 6968, the compatible cartridge numbers should be HP 902, 902XL, 906XL.

Detect Instant Ink Cartridges:

• Instant Ink cartridges provided by HP as part of the subscription service may be different from those bought from retailers. Verify if the cartridges in question are Instant Ink subscription cartridges.

Step 2: Clean Cartridge Contacts

Turn Off the Printer:

• Press the power button to turn off the printer.
• Disconnect the power cord and wait for about 60 seconds.

Clean Ink Cartridge Contacts:

• Open the cartridge access door.
• Remove each ink cartridge from the carriage.
• Use a clean, lint-free cloth slightly moistened with distilled water to gently clean the copper-colored contacts on the ink cartridge.
• Also, clean the contacts inside the printer carriage.

Reinsert Cartridges:

• Reinsert the ink cartridges into their respective slots and ensure they are properly seated.

Restart Printer

1. Reconnect and Restart:
   • Reconnect the power cord to the printer and turn it on.
   • Allow the printer to initialize and try printing again.

Check Instant Ink Account

Verify Subscription Status:

• Log in to your HP Instant Ink account using HP Instant Ink website.

Check Cartridge Status:

• Ensure your Instant Ink subscription is active and that there are no issues with billing or cartridge shipments.

Update Printer Firmware

Download Firmware:

• Ensure your printer has the latest firmware installed. Visit the HP support page for your printer model: HP OfficeJet Pro 6968 Firmware Update

Install Firmware:

• Download and install the latest firmware by following the on-screen instructions.

Perform a Hard Reset

Turn Off and Disconnect:

• Turn off the printer and unplug the power cord.
• Leave it disconnected for 2 minutes.

Reconnect and Power On:

• Plug the power cord back in and turn on the printer.

Replace Cartridges (if necessary)

Check Cartridge Source:

• If issues persist, consider contacting Best Buy regarding the cartridges. Ensure they are genuine HP cartridges and not counterfeit.

I hope this helps.

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Best regards,