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‎08-01-2020 09:29 AM

HP Recommended
Product: HP 6978 Printer All in One
Operating System: Microsoft Windows 10 (64-bit)

HP 6978 does not print. Inserted new 3rd party 902XL black cartridge to replace empty 3rd party cartridge. Have tried several different new black 902XL 3rd party cartridges and get same message. Have performed all recommended troubleshooting steps multiple times. The problem started after "auto" firmware update. When I returned to "retailer" they inserted the "problem" cartridges in other machines and they showed me all of them worked perfectly. Retailer explained HP had changed something with their cartridge chips in certain machines/firmware making it impossible to use 3rd party cartridges any longer.  I believe HP needs to remove that restriction in some way.  

2 people had the same question
1 REPLY 1

‎08-03-2020 08:53 PM

HP Recommended

@Cane2016

 

Welcome to the HP support community.

 

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

If you are unfamiliar with how the Community's private message capability works, you can learn about that here.

Thank you for visiting the HP Support Community.

Sandytechy20
I am an HP Employee

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