Compatible HP 970 & 971XL (CN625AE-REM, CN626AE-REM, CN627AE-REM, CN628AE-REM)

Problem: Cartridge is not compatible

This error may appear if a full set of genuine cartridges was previously installed and the printer now detects a mix of genuine and compatible cartridges.

Resolution:

1. Remove all cartridges currently installed.

2. Turn off the printer and unplug it from the power socket.

3. Wait 15 minutes.

4. Plug the printer back in and turn it on.

5. Install a full set of genuine HP ink cartridges (they can be empty or half-full).

6. Once detected, remove them and immediately install a full set of compatible cartridges.

   ⚠️ This must be done in one go without turning off the printer between steps.

If the issue persists or a full compatible set is not available, consult the "Problems You Might Encounter" section.

Problem: Sensor damaged error message

This message appears when a cartridge is correctly installed but the printer detects a damaged sensor.

Resolution

1. Ensure the cartridge is installed.

2. Unplug the printer from the power socket.

3. Wait 5–10 minutes to allow the printer to reset.

4. Plug the printer back in and turn it on.

Problem: One or more cartridges are missing or damaged

Even when properly installed, this message can appear due to a temporary detection issue.

Resolution

1. Ensure the cartridge is installed.

2. Unplug the printer from the power socket.

3. Wait 5–10 minutes.

4. Reconnect the power and turn the printer on.

Poor Print Quality

If your printouts have streaks, faded text, or uneven colors, a printhead cleaning can often resolve the issue.

Resolution: Clean the Printhead

1. Load plain A4 or letter paper into the printer.

2. On the printer:

   • Press the Setup button.

   • Navigate to the Tools Menu.

   • Select "Clean Printhead".

   • Press OK to begin the cleaning process.

3. Follow the prompts on the printer’s control panel.

Optional: Print Diagnostic Pages

• Printer Status Report

  • From the Home screen, press the Setup (wrench) button

  • Select "Print Reports"

  • Select "Printer Status Report"

• Print Quality Report

  • From the Home screen, press the Setup (wrench) button

  • Select "Print Reports"

  • Select "Print Quality Report"

Printers that use HP 970 & 971XL cartridges

To see a full list of products that work in your printer, click on the model name below:

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