"Problem with printer or print system" after changing ink cartridge (used HP ink)

[SMB670]

HP OfficeJet 6962 All-in-One -   Printing fine this a.m.   Changed Ink cartridge,  (yes, HP ink) and then got message "Printer Failure ....  turn printer Off, then On.  If you continue to get this message, contact HP   Ox6100004a."    I am unable to move ink bar (?) in order to take out newly installed ink and replace.  No paper jam.  Any suggestions?   I have turned off/on multiple times and contacted HP AI assistant with no help.   Thanks for any assistance you can offer. 

[Max3Aj]

@SMB670, Welcome to HP Support Community. 

Thank you for posting your query, I will be glad to help you. 
I'm sorry to hear about the trouble you're having with your printer. Here are a few steps you can try to resolve the issue:
 

Power Reset (Hard Reset) A simple restart may not suffice. Try this more thorough reset:

• Turn on the printer (if it’s not already powered on).
• Disconnect the power cable from the back of the printer while it remains on.
• Unplug the printer from the wall outlet (this step is crucial to eliminate any residual power).
• Wait for 60 seconds.
• Plug the power cord back into the wall outlet directly (avoid using a surge protector).
• Reconnect the cable to the printer and turn it on.
• Check if the error message disappears. If it persists, move on to the next step.

Check for Obstructions or Cartridge Misalignment Even if there are no visible jams:

• Open the cartridge access door.
• Inspect whether the ink carriage is stuck or jammed to one side.
• Do not force it; gently nudge it if it seems stuck.
• Use a flashlight to look inside the printer for any small bits of plastic, paper, or packaging.
• Ensure that the cartridges are securely seated and that no protective tape remains on the contacts or nozzles.

Clean the Cartridge and Carriage Contacts Dust or dried ink on the electrical contacts can cause system errors:

• Power off the printer and unplug it.
• Open the cartridge door.
• If possible, remove the cartridges.
• Use a lint-free cloth or a cotton swab slightly dampened with distilled water or isopropyl alcohol.
• Gently wipe:
  • The copper-colored contacts on the cartridges.
  • The corresponding contacts inside the carriage (where the cartridge fits).
• Allow everything to dry for 2–3 minutes, then reinstall the cartridges and power on the printer.

Update Firmware via USB If the printer is connected via USB to a PC and is recognized, you might be able to apply a firmware update:

• Visit: https://support.hp.com/drivers
• Search for OfficeJet 6962 and download/install the latest firmware.

I hope this helps. 

Take care and have a good day. 

Please click “Accepted 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! 

Max3Aj

HP Support 

[SMB670]

Thanks for the response.   After finagling the ink bar (?) back to the center, I was able to remove the new ink cartridge I had just installed and then reinstall it.  It seems I had not quite aligned the new ink cartridge properly (even though it had clicked into position).   All is back to working great.  Will definitely be more careful when changing ink in the future in my 10+ year-old printer that has served me so well!   

[Max3Aj · Accepted solution]

@SMB670, Ah, that’s awesome to hear — glad you got it sorted out! 🎉

Yeah, those older HP OfficeJets are real workhorses, but they can be a little fussy with cartridge seating. That ink carriage is picky about perfect alignment — even if it clicks, just the tiniest angle off can trip the sensor and throw a tantrum. 😅

Great job getting it centered again and figuring it out — not everyone would’ve caught that. Keeping it going strong after 10+ years is impressive!
 

Thanks for letting us help you out! If you're all set, please mark this post as 'Accepted Solution' so I can do a virtual happy dance! 

If you need anything else, I'm all ears (or rather, all text). Just let me know! 

You're awesome, and I'm honored to have been your go-to guide today! 
 

🖨️💪 Long live your trusty 6962!

Stay fantastic, and have an amazing day ahead! 

Regards, 

Max3Aj