04-21-2017 10:31 AM
The control software for HP Envy keeps freezing, I can't get anything printed because I installed used cartridges (which are working fine though). There comes an error message saying the cartridge is not original, but then the software completely freezes, not letting me click yes or no or close it. Then I have to restart the print spooler, then I try to print and the same problem keeps happening. This has happened many times an I can never get past the "Used or Counterfeit Cartridge" page, it always freezes at this point.
04-22-2017 03:52 PM
Welcome to HP Forums and Thanks for the post.
I understand that you are getting a "Used or Counterfeit ink cartridge Detected" message.
Not to worry, I will be glad to assist you.
Are you using genuine HP ink?
How is the printer connected to your computer? (USB or wireless)
Recommend you to try the steps suggested in this HP Article.
If the issue persists, please contact our phone support to have the cartridge replaced.
Please follow the procedure mentioned below to contact our phone support.
- Open link: www.hp.com/contacthp/
- Enter Product number or select to auto detects
- Scroll down to "Still need help? Complete the form to select your contact options"
- Scroll down and click on HP contact options - click on Get phone number.
I work on behalf of HP
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