HP Officejet Pro 9015e "Use New Cartridge for Startup" error

[Russ1960]

Hello. I bought a brand new HP Officejet Pro 9015e direct from the HP Canada store and followed the instructions for the set up process. It printed the alignment page, then I scanned it, but after the printer finished the alignment process, an error message appeared on the screen saying, "New, unused cartridges must be used for startup".

I was using the HP 962 ink cartridges that came with the printer, and the labels all indicated they were set up cartridges, for single use only. I chatted with HP support for well over an hour, going through the full factory reset process a couple of times, but still got the same error.

The HP Customer Service Rep sent me 4 new 962 ink cartridges, and I tried setting up the printer again, but exactly the same thing happened. I got as far as printing and scanning the alignment page, then got the same error message.

Not sure if this makes a difference, but the ink cartridges I was sent did NOT say they were "set up cartridges for single use only", (like the ones that came with the printer did). They were heavier, so I'm guessing they are regular cartridges.

Also, on the HP Smart app, where it shows the detailed ink status, it listed each cartridge twice. One had a red dot beside it saying, "New, unused cartridges must be used for startup", but further down it listed the exact same cartridge with a green dot saying, "New Genuine HP Cartridge Installed"

This happened when I was using the original set up cartridges that came with the printer, as well as with the replacements I was sent. Both times, the cartridges descriptions with the green dots all disappeared one by one, leaving only 4 cartridges with red dots saying, "New, unused cartridges must be used for startup". (If it's of any help for troubleshooting, I managed to take a screen shot before they all disappeared, when it still showed 2 of the cartridges that were listed twice, green (OK) and red (not OK).

[Betty0610]

@Russ1960

Welcome to the HP Support Community.

I'd love to help.

We'll have to perform a reset on the Printer for this. I have sent you a private message, for more details that cannot be shared in a public post.

Please do check your inbox on the communities page for the private message.

Let me know if this helps.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!

Thanks!

[Shabs1]

Is there a solution to this problem? I tried the reset and still got the same issue.

[Jay_G24]

Hi @Shabs1,

Welcome to the HP Support Community

I'd like to help!

 May I have the exact model name of the product? Refer to this document for steps to find the product details. Do not share any of your personal information such as serial, phone number, email ID, etc.

Keep me posted. 

[Jay_G24]

I understand you are receiving a "use setup cartridges" error.

We would have to perform an OOBE reset on the printer to bypass the error

• The reset instructions are specific for your printer and performing those steps on a different printer may corrupt the device.
• In order to access your private messages, click the support private message icon on the upper right corner of your HP Support community profile, next to your profile Name or simply click on this link: https://h30434.www3.hp.com/t5/notes/privatenotespage

Hope this helps! Keep me posted. 

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