My HP Officejet 6958 is rejecting its new 902XL cartridge. Says it's an older generation cartridge.

[martylane]

I've had my HP Officejet 6958 for years, and have dutifully paid HP for it's its ink cartridges with no problems at all, until now. The printer is now rejecting its new 902XL cartridge. Says it's an older generation cartridge, though I just bought it. HP Smart says everything it up to date. I pulled the plug from the back on the printer, waited five minutes, and the rejection of the cartridge persists. Is it time for new printer? Very frustrating! How do I fix this broken printer?

[Nal_NR]

Hi @martylane,

Welcome to the HP Support Community. 

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

If you are unfamiliar with how the Community's private message capability works, you can learn about that here.

Thank you for visiting the HP Support Community

[Help723]

Is there any way to contact HP to replace these cartridges?

[Nal_NR]

Hi @Help723,

Welcome to the HP Support Community.

I'd like to help!

• Are you sure this is an HP genuine ink cartridge?
• Validate this by clicking here - HP Anti-Counterfeit and Fraud (ACF) Program

If this is a genuine HP ink cartridge, I would need some information related to the ink cartridges and the printer which cannot be shared on a public post for security reasons.

I have sent you a private message, reply to the message with the required details.

In order to access your private messages, click the private message icon on the upper right corner of your HP Community profile, next to your profile Name or simply click on this link.

Keep me posted for further assistance.

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click on the YES button to reply that the response was helpful and/or to say “Thank You”.

Have a great day!

[Nal_NR]

Hi @Help723,

As we did not hear from you, I'll be closing this case for now. If you need further assistance, feel free to reach out to us. 

[Help723]

Not sure what happened i did send the information you requested.

[Nal_NR]

Hi @Help723,

This situation will need some additional support from our internal teams in HP. For that to happen, we will give you additional instructions/information via Private Message.

Please check your inbox on the forums page for the private message.

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!