Another Bad Cartridge

[LScott77]

I received an error when I installed the black ink cartridge for HP OfficeJet Pro 6978. It is the black hp 602 ink. It reads that it is pre-installed HP ink. When I print, it is blank if it is black ink only. 

I purchased this ink from Staples. A few months ago I purchased black ink for my other HP printer from Amazon, and I received the same error message. I tried turning printer on and off and cleaning printer heads but nothing works. Unfortunately, the printer is not in warranty and I purchased the ink over a month ago. Where should I buy HP ink cartridges? I am very reluctant to buy any more cartridges. 

[A_Gayathri]

Hi @LScott77,

Welcome to The HP Support Community.  

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

I understand how frustrating to deal with repeated cartridge issues on your HP OfficeJet Pro 6978. Here's what you can try to resolve this problem:
 

1. Check Ink Cartridge Compatibility

• Ensure that the ink cartridge you purchased is the correct one for your HP OfficeJet Pro 6978. The correct black ink cartridge for this model should be HP 902 or HP 902XL. The "pre-installed ink" message may indicate that the printer thinks it's still using the setup cartridges rather than the new ones. Double-check that the cartridge packaging says HP 902.
  
  Please check the screenshot according to your region.
  
  

2. Reset the Printer

• Unplug the printer from power while it’s still on.
• Wait for 60 seconds, then plug the printer back in and turn it on. This will reset the internal memory and may help the printer recognize the new ink cartridge.

3. Clean the Contacts

• Power off the printer and remove the black ink cartridge.
• Use a lint-free cloth slightly dampened with distilled water to gently clean the copper-colored contacts on both the cartridge and the printer’s cartridge slot.
• Let the contacts dry for a few minutes, then reinstall the cartridge and try printing again.

4. Perform a Printhead Cleaning

• Run a printhead cleaning cycle from the printer’s control panel:
  • Go to the printer’s Setup menu → Printer Maintenance → Clean Printhead.
• After the cleaning, try printing a test page to see if black ink prints correctly.

5. Update the Printer Firmware Update the firmware on an HP printer

• Visit the HP Support website and check for any available firmware updates for your printer. Outdated firmware can cause cartridge recognition issues.

6. Purchasing Genuine HP Cartridges

• If you suspect the cartridges might be faulty, I recommend purchasing directly from HP Store, Staples, or other trusted retailers to avoid counterfeit products. Purchasing from Amazon may result in counterfeit or repackaged cartridges, as you've already experienced.

7. Return or Exchange at Staples

• Even if the ink was purchased over a month ago, it’s worth contacting Staples’ customer support for an exchange or refund if the cartridge is defective. Explain the situation, and they might offer a replacement since this could be a product defect.

Refer to this document: HP OfficeJet Pro 6978 All-in-One Printer User manual

I hope this helps. 

Take care and have a good day.

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