Telling me cartridge not original

[Allan1957]

I have a new desk jet printer 3631 with the fax facility bought at xmas time
Not very old
The printer keeps telling me the colour cartridge is not the original but these 2 cartridge black & colours came with my new print
I am confused

[DavidSMP]

Hi @Allan1957,

Thanks for showing an interest in the HP community. A Good day to you.” 🙂 I reviewed the post regarding cartridge errors that states that it is not original. It will be a genuine pleasure to assist you. 🙂

A Stupendous effort, brilliant description and very smart diagnosis of the issue before posting. Kudos to you on that score. 🙂  You are a valued HP customer and it is paramount to assist you here. I also take it as a privilege to share this platform with you. 🙂

First off, we need to isolate the issue to correctly to being hardware or software related.

For better clarity and to assist you better, I would require more information regarding this.

• Have you bypassed power strips and connected the printer directly to the wall outlet?
• Did this happen after a power outage or power surge? Do you remember?

For starters please perform all the prescribed steps from this link: http://support.hp.com/us-en/product/HP-DeskJet-3630-All-in-One-Printer-series/7172306/model/8605129/... and check if this corrects the situation. If it does not then,please try all the prescribed steps from this link: http://support.hp.com/us-en/product/HP-DeskJet-3630-All-in-One-Printer-series/7172306/model/8605129/... and check if this does the trick.

If the issue persists, the printer needs to be replaced or upgraded by contacting HP phone support by following these steps:

Step 1. Open link: www.hp.com/contacthp/

Step 2. Enter Product number or select to auto detect

Step 3. Scroll down to "Still need help? Complete the form to select your contact options"

Step 4. Scroll down and click: HP contact options - click on Get phone number, Case number and phone number appear.

They will be happy to assist you immediately.

If the unit is under warranty, the manufacturer’s warranty should take care of it for you.

Hope this helps.  Let me know how this goes. I genuinely hope the issue gets resolved without hassles and the unit works great. 🙂  Please reach out for any issues and I'll be there to assist you. 🙂

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help.

 If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles. 🙂

Take care now and have a splendid week ahead. 🙂