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‎12-02-2020 07:56 AM

HP Recommended
Product: HP 6978
Operating System: macOS 10.15 Catalina

Installed new "M" cartridge and got error message that it was damaged, ordered new HP "M" cartridge and I and receiving a message to remove and reinstall the "M" cartridge.  I have removed/reinstalled multiple times I have clean with compressed air and reset the printer (by unplugging).  I have verified that the firmware is up to date. Further suggestions?

Category:
1 REPLY 1

‎12-10-2020 03:12 AM

HP Recommended

@PeggyFlax, Welcome to the HP Support Community!

 

Apologies for the inconvenience. There was an issue with the new lot of HP 902 Cyan and Yellow ink cartridges for this model printer and they were recalled. If the Cartridge was manufactured in Malaysia and the Warranty End Date is between April 1st, 2022 and September 18th, 2022, please do not use this ink cartridge.

 

Please reach out to the HP Technical Support team in your region regarding the replacement options for the ink cartridge or to check its availability. 

You may create a case on the website to obtain a case number if required. Kindly watch this video to know how.

 

Also, check if the printer/ink cartridges are eligible for a replacement. Refer to -  'Incompatible' or 'Defective Cartridge' message

 

Keep me posted for any other assistance.

 

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!

Have a great day! 

KUMAR0307
I am an HP Employee

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