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‎11-12-2020 05:03 PM

HP Recommended
Product: Officejet 6958
 

I am getting a "remove and reinstall ink cartridge" message on my OfficeJet 6958.  The 902xl ink cartridge is a genuine HP cartridge received from Amazon.  When I put the old cartridge back in, I do not get this message.  Thinking I had received a defective cartridge, Amazon sent a new cartridge.  When placed in the printer I again received the "remove and reinstall ink cartridge message".  I have tried every step recommended on the forums including unplugging and restarting the printer many times, downloading new drivers, downloading old drivers, reinstalling the original software from the original set up CD, using the help feature on the website, including the automated agent and everything else I could find or think of.  Please help.  The printer is barely two years old and I use it very little.

Category:
4 REPLIES 4

‎11-13-2020 02:39 AM

HP Recommended

@mWilson3, Welcome to the HP Support Community!

 

Which of the ink cartridge is defective?

 

There is an issue with the new lot of HP 902 Cyan and Yellow ink cartridges. 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.

 

Reach out to the HP Technical Support team in your region regarding the replacement options for the ink cartridge. 

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

 

Hope this helps! Keep me posted. 

 

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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‎11-13-2020 04:04 PM

HP Recommended

It is the black cartridge. 902xl purchased from Amazon. I thought it was the cartridge so Amazon sent a replacement and it did the same thing. If I put the old one back in it worked. The printer is only 2 years old and I use it very little. 

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‎11-13-2020 05:26 PM

HP Recommended

Another question:  Can you set up a case number if the printer is no longer under warranty?

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‎11-16-2020 10:48 PM

HP Recommended

@mWilson3

 

If the printer is out of warranty, you will not be able to create a case number. I have sent you the contact information for the HP Support team in a private message. Kindly check the same.

 

Keep me posted.

KUMAR0307
I am an HP Employee

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