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‎04-21-2025 09:16 PM

HP Recommended
Operating System: Microsoft Windows 11

I have an HP OfficeJet 6978, once I updated the firmware my cartridges stopped working.  I replaced with a set that I had bought as a backup, and they don't work either.  The message is:  "The indicated cartridge is an older generation cartridge that does not work on your printer.  It can still be used with somne older printer models"

The recommendation was to download an older version of firmware and apply it to the printer, without providing a link for this purpose.

 

I need my printer and between the printer and the cartridges I have spent a fortune.  I am not looking forward spending more money on this until I can get a response that works.

 

It is really frustrating to buy an HP product for an HP printer and find out that they don't work together, even though the box clearly states that 902 HP cartridges are the appropriate product for an HP printer 6978.

 

I need HP to provide a real solution for this,

 

Ingrid

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1 REPLY 1

‎04-23-2025 10:30 AM

HP Recommended

Hi @IngCruz2 

 

Welcome to the HP Support Community!

 

Thanks for posting your query! We're here to help you get back up and running.

 

I completely understand how frustrating this situation must be, and I’m really sorry you’re dealing with it. It’s incredibly disappointing when a firmware update unexpectedly prevents previously compatible cartridges from working, especially when you've already invested in them.

 

Since HP support recommended a firmware downgrade but didn’t provide a direct link, I’d suggest reaching out to HP’s phone support team for further assistance. They should be able to guide you through the process or provide the necessary files. 

 

I truly hope they can offer a real solution that gets your printer back up and running without additional costs. 

 

I'm sending you a private message to guide you on the next steps.

 

To access it, click the private message icon in the upper-right corner of your HP Support Community profile, next to your name.

 

If this resolves your issue, kindly mark this post as "Accepted Solution" and click "Yes" if it was helpful.

 

Take care and have a great day!

 

Regards,

Hawks_Eye

I am an HP Employee.

If my response helped, please mark it as an Accepted Solution! ✅ It helps others and spreads support.  Also, tapping "Yes" on "Was this reply helpful?" makes a big difference! Thanks! 
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