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Printer won't accept new ink cartridge

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HP Officejet Pro 6978
macOS 10.13 High Sierra

My printer won't accept my black ink cartridge. Does HP software prohibit me from using cartridges that are refilled? I thought HP had stopped engaging in these anti-competitive practices after the most recent lawsuit on these issues.


Can you please help me troubleshoot this? Printer says that the cartridge is not correctly installed. I've reinstalled multiple times and have even rebooted the printer. It will not let me print despite having a fully functional and filled HP cartridge.


Thank you in advance for help in troubleshooting what is shaping up to be my last HP printer I'm ever going to buy. 

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Hi!  @watchmaker1515, Welcome to HP forums!


I understand you have issues using refilled ink cartridges on your printer.


Don't worry I'll try to help you out.


Did you make any changes to your printer?


Are you using a compatible ink cartridge on your printer?


As you mentioned you have issues using refilled ink cartridges on your printer.


You did a Marvelous job by trying out the steps by yourself.


However, there are few more troubleshooting steps left, please try those and let me know how it goes.


Click or press No, OK, or Continue to dismiss the message. The printer continues with the print job.


You might have to dismiss the message every time you print.


Reset the printer

If you still cannot print or if you are not able to dismiss the error message, reset the printer.

  1. Turn the printer on, if it is not already on.

  2. Wait until the printer is idle and silent before you continue.

  3. With the printer turned on, disconnect the power cord from the rear of the printer.

  4. Unplug the power cord from the wall outlet.

  5. Wait at least 60 seconds.

  6. Plug the power cord back into the wall outlet.


    HP recommends connecting the printer power cord directly to the wall outlet.

  7. Reconnect the power cord to the rear of the printer.

  8. Turn on the printer, if it does not automatically turn on.

  9. Wait until the printer is idle and silent before you proceed.

Make sure the ink cartridges are inserted correctly

Make sure the ink cartridges are correctly seated in the carriage.

  1. Turn on the printer.

  2. Open the ink cartridge access door.

    The carriage moves to the left side of the printer.


    If the scanner lid is open, the ink cartridge access door does not open.

    Figure : Opening the ink cartridge access door

    Open the cartridge access door
  3. Wait until the printer is idle and silent before you proceed.

  4. Make sure the color-coded icon on each ink cartridge label matches the color-coded icon on the carriage slot. If the icons do not match, remove the ink cartridge and insert it in the correct slot.

    Figure : Check the color-coded icons on the cartridges and carriage slot

    Make sure the color-coded icon on each cartridge label matches the color-coded icon on the carriage slot
  5. Move your finger along the top of the ink cartridges to check for any unseated ink cartridges in the carriage. Press down on any ink cartridge that is higher than the others to firmly snap the ink cartridge into its slot.

    Figure : Pressing down on the unseated ink cartridge

    Pressing down on the cartridge to reinsert it
  6. If the ink cartridge does not snap into place, remove the ink cartridge from the carriage.

    1. Gently bend the tab away from the ink cartridge.


      Be careful not to bend the tab out more than 1.27 cm (0.5 in). Moving the tab too far might damage the ink cartridge or cause the tab to break off.

      Figure : Gently bending the tab away from the ink cartridge

      1. Bend the tab away from the cartridge

      2. Do not bend the tab more than 1.27 cm (0.5 in)

    2. Reinsert the ink cartridge into the carriage until it snaps into place.

  7. Close the ink cartridge access door.

    Figure : Closing the ink cartridge access door

    Close the cartridge access door

Try to print.


Also, I have checked few records found few articles about why the refilled ink cartridges don't work.


HP is constantly improving security for its products and customers. Beginning in late 2015, HP implemented updates to the firmware related to the security chip in HP printers, HP OfficeJet, OfficeJet Pro and OfficeJet Pro X printers that maintain secure communications between the cartridge and the printer. The purpose of this update is to protect HP’s innovations and intellectual property. These printers will continue to work with refilled or remanufactured cartridges with an Original HP security chip. Other cartridges may not function. In many cases this functionality was installed in the HP printer and in some cases, it has been implemented as part of an update to the printer’s firmware.

Here's the thing, yes, you can refill your cartridges or use remanufactured cartridges, but you may run into problems.
QualityLogic, one of the world's foremost quality assurance organizations, tested the performance of HP inkjet print cartridges vs. remanufactured (refilled) brands. The results: original HP inkjet print cartridges far surpassed ink refills in both print quality and reliability.
Nearly one out of every six refilled ink cartridges tested was dead on arrival or failed prematurely
70% of refilled cartridges had some form of reliability problem
Count on HP original ink cartridges for consistent, worry-free printing. You may think you're saving money on remanufactured or refilled ink cartridges, but in the long run, the cost of wasted time, ink, and paper can more than make up the difference.


If the issue still persists after trying out the steps, please replace the faulty ink cartridge on your printer.


However, you can try the following document to troubleshoot ink cartridge issues. Link:



If the solution provided worked for you, please mark accepted solution for this post.


Hope this answers your query!

Have a wonderful day ahead! 🙂


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


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