Ink cartridge errors during OJ 9015e setup

[MjRights]

During initial setup, I received repeated errors that there was a problem with my ink cartridges.   I then purchased new ones and tried those, only to get an error that I must use the cartridges that came with the printer.  When I put the original cartridges back in, I got an error that I must use "new, unused cartridges for setup".  I followed online instructions to do a full reset, but, after performing it, I'm still getting the same error.

[Nal_NR]

Hi @MjRights,

Welcome to the HP Support Community. 

I'd like to help!

Perform the following tasks in the order given. Use the printer after each task to see if the issue is resolved.

Check the ink cartridge numbers

Make sure the cartridge model numbers match your printer and country/region.

Open the door or lid to the cartridge access area. Wait until the carriage stops moving before continuing.

Look at the cartridge labels.

Printers enrolled in HP Instant Ink: The cartridges should be marked Instant Ink. The numbers on Instant Ink cartridges are different from standard cartridges and the cartridges may be larger. Your printer is designed to work with the cartridges shipped to you by HP Instant Ink. If you see a Cartridge cannot be used until printer is enrolled message, go to Solve problems with Instant Ink cartridges and enrolled printers for more information.

Printers NOT enrolled in HP Instant Ink: Go to the HP Store to make sure that the cartridges are compatible. Your printer must be enrolled in Instant Ink to use Instant Ink cartridges.

Replace any incompatible cartridges.

NOTE:

HP+ printers require Original HP cartridges.

 

Reset the printer

Reset the printer to recover from printer errors or failures.

If your printer has a rechargeable battery, remove it.

With the printer turned on, disconnect the power cord from the printer.

Unplug the power cord from the power source.

Wait 60 seconds.

Reconnect the power cord to a wall outlet and to the printer.

NOTE:

HP recommends plugging the printer directly into a wall outlet.

Turn on the printer to complete the reset.

You may also refer to this document. 

Hope this helps! Keep me posted for further assistance.
Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

[MjRights]

Hi,

Thanks for the reply, but it doesn't seem to address the problem I'm having.  These are the cartridges that were shipped with the printer, and they're labeled "setup cartridge", nothing about instant ink.  I did the 60-second reset, but that didn't do anything.  Again, I'm getting an error that says "new, unused cartridges must be used for setup", and these are the cartridges that came with the printer.

[Nal_NR]

Hi @MjRights,

We are sorry that the issue is not resolved when the above troubleshooting steps were performed.

This might require one-on-one interaction to fix the issue via remote assistance. 

I've sent you a private message with further instructions. In order to access your private messages, click the 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.

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!

[MjRights]

Your private message was that I should contact support.  You couldn't have posted that on this public board?  I don't understand.  I've seen other posts where you private-messaged people with instructions to do a factory reset.  You couldn't do that for me? 

[Maggs99]

I have the same problem with an older printer I just want to try factory reset but cant find the instructions to do this

[Raj_05]

Hi @MjRights,

Welcome to HP Support Community.  

Thank you for posting your query, I will be glad to help you.

I'm sorry to hear about the issues you're experiencing with your HP OfficeJet Pro 9015e printer during the initial setup. It can be frustrating when you encounter cartridge errors. Here are some steps you can try to resolve the problem.

Make sure you have genuine HP cartridges: HP printers are known for being sensitive to non-genuine or refilled cartridges. Ensure that you are using genuine HP ink cartridges specifically designed for your printer model.

Check cartridge expiration dates: Verify that the cartridges you are using have not expired. Expired cartridges may cause errors. The expiration date is usually printed on the cartridge packaging.

Clean the cartridge contacts: Turn off the printer and open the cartridge access door. Remove the cartridges and carefully clean the metal contacts on both the cartridges and inside the printer with a lint-free cloth or a cotton swab lightly dampened with distilled water. Make sure they are dry before reinstalling.

Reinstall the cartridges: Insert the cartridges back into their respective slots in the printer, making sure they are securely seated.

Perform a printer reset:

• Turn off the printer and unplug it from the power source.
• Wait for a minute or two.
• Plug the printer back in and turn it on.

Update printer firmware: Ensure that your printer has the latest firmware installed. You can usually check for firmware updates through the printer's control panel or HP's official website.

Remember that printer issues can be frustrating, but following these steps carefully can often resolve the problem. Always use genuine HP ink cartridges for the best results, as non-genuine cartridges may cause compatibility issues and errors.

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. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

Alden4

HP Support 

[MjRights]

Hi.  While I appreciate the response, it has all of the things I've tried already, and nothing new to go on.  The printer is in an endless cycle of asking for new setup cartridges.  The ones I have came with the printer, so they are, essentially, new, but the printer won't accept them.  In other posts, a printer-specific factory reset has seemed to help users with a similar problem.  Is it possible for you to send me such instructions?  This printer was a gift, and I feel terrible I keep having to tell the giver, my son, that I haven't been able to set it up, yet.

[bizdata]

I spent two hours on in Chat with tech support for the same issue with a 9025e printer. HP, finally, wanted to send me replacement cartridges a week later. I took the machine back to the store where I got it and got a refund. HP support can go jump in the lake.