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‎03-25-2020 03:05 PM

HP Recommended
Product: OfficeJet Pro 6978

After replacing ink cartridges, printer wouldn’t recognize cartridges.  They were correct cartridges and installed correctly.  Followed the HP Support Site’s advice to power off/on printer, but printer now will not power back on.  Printer is not even 2 years old and lightly used at home.

1 person had the same question
1 REPLY 1

‎03-28-2020 05:53 PM - edited ‎03-28-2020 05:54 PM

HP Recommended

@Cmd15 Welcome to HP Community!

 

I understand that the printer will not recognize ink cartridges.

 

Do not worry. I will try to fix the issue.

 

Let's try these steps here: 

 

Step 1: Update printer firmware

Let's start off by updating the printer firmware. If your printer connected wirelessly, make sure to temporary connect the device with USB and then follow the link to install the latest firmware update on your printer from our HP support website, using this link. Alternatively you can also try to update the printer firmware directly from the printer control panel. Once done, restart the computer.

For more details on how to update, please use this link: HP Printers - Updating or Upgrading Printer Firmware

 

If the issue persists, I would suggest here is to do a hard reset on the printer and make sure that the printer is connected directly to the wall outlet and not to the surge protector.

 

With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet.

Remove USB cable, if present.

Wait for 2-3 minutes, press and hold the power button on your printer for about 30 seconds to remove any additional charge.

Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord and then plug back the power cord to the printer.

Turn on the printer and wait till warm-up period finishes and the printer is idle.

 

Next thing, I would suggest here is to follow the steps suggested in this support document for - HP Printers - 'Used or Counterfeit ink cartridge Detected' or 'Counterfeit ink cartridge Advisory' E...

 

Keep us posted,

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Give us a virtual high-five by clicking the 'Thumbs Up' icon below, followed by clicking on the "Accept as solution" on this post, 


Have a great day!

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