PIXMA MX922 not recognizing genuine Canon250xl PGBK cartridge

[rbon123]

I use only genuine Canon printer ink cartridges.  When I received a notification that my printer ink for 250xl PGBK cartridge was almost out, I replaced it with a brand new one.  Having done so, the printer does not recognize the brand new cartridge and it still shows a flashing red light and the printer estimated ink level for PGBK shows a red "X" over it.  When I try to access the printer from my Mac, I get a message from the printer function on my computer saying that a cartridge is out of ink and it became difficult for me to access the printer from my computer.  When I try to make a copy directly from the printer (without using the computer), the copy function works and the document looks OK?  Any thoughts on next steps for me to get to the bottom of this issue?  Another related issue is that in trying to troubleshoot this issue I mixed up which is the old cartridge and which is the new one.  Is there any way for me to tell which is which?  Many thanks

[Patrick]

Hi rbon123,

Please open the cover to your printer with your printer powered on.

When the ink carriage moves to the replacement position, please remove the PGBK ink tank.

Look down into your MX922 where the PGBK ink was just inserted.  Please make sure there is nothing in that slot that would block contact with the ink tank.  Also, please make sure that all the contacts are present and are not crooked.

If multiple PGBK ink tanks are not detected correctly, your PIXMA MX922 would require service.  If your PIXMA MX922 was purchased less than a year ago, please contact one of Canon's Technical Support Representatives via phone or chat to obtain your in warranty options. To contact a Technical Support Representative, please use the link below to log into your My Canon account:

https://mycanon.usa.canon.com

Once logged in, click on your PIXMA MX922 and then click on the Product Support button.  When that page loads, click on either the Phone Support button or the Chat Support button to access support.

If your PIXMA MX922 is out of warranty, you are eligible for Canon's Upgrade Program. This is for out of warranty units which have been diagnosed to require service, or for some reason are incompatible with a new or upgraded system. This option allows you a one-time opportunity to purchase a replacement product, discounted from the list price.

If you would like to take part in this option, please call our Sales Department at (866) 443-8002 Monday through Saturday, 9am to 9pm. Let them know you have been working with technical support and the Canon Upgrade Program was offered.

Did this answer your question? If so, please click the Accept as Solution button below so that others may find the answer as well.

[rbon123]

Thank you for your response.  I downloaded from the web a new driver for the printer.  Didn't help.    I then decided to bite the bullet and purchase a brand new set of 5 Canon ink cartridges directly from Canon.  I replaced ALL cartridges with this new set, rebooted the printer and held my breath.  Voila!  All cartridges are recognized and showing full and Everything is now working.    Thank you for your help!