cartridges not communicating

[River76]

I have an OfficeJet Pro 9125e. I just purchased new HP 962XL cartridges at Best Buy. After installing the new cartridges, I get this error message: “The indicated cartridges are not communicating correctly with the printer. If this problem persists, replace the cartridges.” There are no copper-colored contacts on the cartridges, so I didn’t complete that trouble-shooting step. I have stopped and restarted the printer.

[Sneha_01]

HI @River76,

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

If you’re encountering the "cartridges not communicating" error with your HP OfficeJet Pro 9125e after installing new HP 962XL cartridges, there are a few troubleshooting steps you can try to resolve the issue. Here’s a comprehensive guide to help you:

1. Check Cartridge Installation

Turn Off and Unplug the Printer:

• Turn off the printer and unplug it from the power source. Wait for about 60 seconds.

Remove and Reinstall Cartridges:

• Open the cartridge access door.
• Carefully remove each cartridge and reinsert them, ensuring they are securely seated. You should hear a click when they are properly installed.

Ensure Proper Alignment:

• Make sure the cartridges are aligned correctly and the cartridge slots are clean.

Close the Access Door:

• Once you’ve reinstalled the cartridges, close the cartridge access door securely.

Plug in and Power On:

• Plug the printer back in and turn it on.

2. Inspect Cartridges and Contacts

Clean Cartridge Contacts:

• Use a soft, lint-free cloth lightly dampened with water to gently clean the contacts on the cartridges and in the printer. Avoid touching the ink nozzles.

Inspect for Damage:

• Check the cartridges for any visible damage. If you notice any, it may be best to replace them.

3. Update Printer Firmware

1. Check for Firmware Updates:
   • Connect your printer to your computer or network.
   • Visit the HP Support website and search for your printer model.
   • Download and install any available firmware updates for your printer.

4. Perform Printer Diagnostics

Use Printer Diagnostics Tools:

• Some HP printers have built-in diagnostic tools. Access these tools from the printer’s control panel or the HP Smart app if installed.

Run Cartridge Tests:

• Print a test page or run a diagnostic print to check if the cartridges are being recognized correctly.

I hope this helps.

Take care and have a good day.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Rachel571

HP Support

[River76]

These steps did not solve the problem.

[River76]

When I reinstall the old cartridges, I don't get the "not communicating" message.  Is there a problem with the new cartridges? Anyone else have this problem?

[Sneha_01]

Hi @River76,

I'm sending out a private message to assist you with the next course of action. In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name.

Hope this helps! Keep me posted for further assistance.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Rachel571 

HP Support