My HP6968 does not recognize the ink cartridges

[TomC7]

We got new ink cartridges from the instant ink program and now our printer does not recognize the cartridges. In fact is says improper cartridges. Now it will not recognize the old ones either. I have cleaned the contacts, rebooted the printer and did a cold boot by unplugging it and resetting it to factory then re-installing the software. How do I fix this?

[Riddle_Decipher]

@TomC7 Greetings from the HP Community!

I suggest you click here to troubleshoot and resolve cartridge errors, if the issue persists, respond to my private message and I'll help you accordingly,

Meanwhile, here are a few things you may want to know about your HP Instant Ink account page before we get into the details of resolving your concern: Click here for FAQs.

• Your HP Instant Ink account page contains the data on past deliveries and estimated shipments.  
• It also helps you understand what state your cartridges are in based on HP's data,  
• Any issues will be shown with its solution using a step by step approach, to make it easier for you!

Please check your account page to see the latest cartridge information by signing into your account at "instantink.com".    

If the suggested information can't be found, You may respond to the private message I've sent out and I'll help you out, accordingly

Check next to your profile Name, you should see a little blue envelope, please click on it as I've sent out a list of questions and I could provide a better solution once I have the answers: Click here for more details on how to access the private messages on HP Forums

We eagerly await your response,

Help us, help you.

And Take care.

[TomC7]

Those solutions did not help. I tried uninstalling the drivers and software and starting over and I still get the same message. Wrong cartridges even though they are the right ones. Now it does not recognize the old carts either.

[Riddle_Decipher]

@TomC7 If you've gone through all the steps from the article I shared and yet the issue persists, please perform the rest of the tasks requested and send me a private message with the information I've asked, so I can help you sort this out, by getting you a replacement cartridge.

[asmita6658 · Accepted solution]

Thanks for replying @TomC7

We have shipped you the replacement inks. Please check your private message to know more.  

Let me know if you have any other questions. 

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 ahead!