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susan8745
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replaced ink. getting error message o reinstall. did that still not working

HP office jet pro 6978

replaced all ink cartidges geting error message to remove and reinstall. Did that. Still not working

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HP Support Agent
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replaced ink. getting error message o reinstall. did that still not working

@susan8745, welcome to HP Support Community!

 

To assist you better, I would like to know a few more details:

 

1) Have you recently made any changes on the printer before the issue started?

2) Did it happen soon after replacing the ink cartridges?

3) Have you tried to clean the ink cartridge contacts as well as the printhead?

 

In the meantime, let's try these steps here: 

 

Perform 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.

 

Remove all the ink cartridges and then try to perform a hard reset on the printer.

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.

Now insert the ink cartridges and then try to print a test page and check if it works.

 

Keep me posted.

Cheers:)

 

Please click “Accept as 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!

 

 

 

TEJ1602
I am an HP Employee

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JEPhoto
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replaced ink. getting error message o reinstall. did that still not working

Hi - I also have the HP-OJ 6978.

Been using it a couple of  years. Today when installed a new OEM HP 920XL Black it keeps telling me to "Remove and reinstall" the cartridge. 

Done that a few times. Cleaned the contacts with distilled water. All is shiny and clean.

This is now happening with both of the new 920XL's I got (same package) from Amazon.

HP utility says they are genuine.

 

I just tried this solution and I still have the error - Remove and Replace the Black cartridge.

Help!

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HP Support Agent
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replaced ink. getting error message o reinstall. did that still not working

@JEPhoto

 

Welcome to HP support community.

 

If you have done all the steps mentioned in this HP document:- Click here

And if the issue persists, update the printer firmware.

Here are the steps:- Click here

 

I hope that helps.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.

Sandytechy20
I am an HP Employee

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