Printer ink levels display - why does the printer not detect levels and say they are counterfeit?

[NickEvW]

Why does the printer display and the HP Utility display on my computer not display ink levels for three of my four cartridges? It is suggesting they are counterfeit when they clearly are correct HP cartridges.

[Jay_G24]

Hi @NickEvW,

I'd like to help!

Try the below suggestions to resolve the error-

Reset the product

• With the printer turned on, disconnect the power cord from the rear of the printer.
• Unplug the power cord from the wall outlet.
• Wait at least 60 seconds.
• Plug the power cord back into the wall outlet.
• Reconnect the power cord to the printer.
• Turn the printer on. HP recommends plugging the printer directly into a wall outlet.

Make sure the cartridges are correctly installed

Make sure the cartridges are correctly seated in the carriage.

1. Turn the printer on.

2. Open the door to access to the cartridges.

3. Make sure the label on the cartridge matches the label on the carriage.

   

4. Make sure all the cartridges are firmly in place. If a cartridge is sticking out farther than the others, press it down until it snaps into place.

5. If a cartridge does not stay in place, remove it from its slot, bend the tab away from the cartridge, and then reinsert the cartridge into its slot.

      CAUTION: 

   Do not bend the tab more than 1.27 cm (0.5 in). Moving the tab too far might cause the tab to break off.

   

6. Close the cartridge access door.

 Clean the electrical contacts

Remove the cartridge indicated by the error message, clean the electrical contacts, and then reinsert the cartridge in its color-coded slot.

1. Open the door to access to the cartridges.

2. Wait until the carriage stops moving before you continue.

3. Push the tab on the cartridge indicated by the error message, and then pull the cartridge from its slot.

      CAUTION: 

   Clean the cartridges one at a time. Do not leave a cartridge outside of the printer for more than 30 minutes.

   

4. Wipe the copper-colored contact on the cartridge with a lint-free cloth.

   

5. Place the cartridge to the side, with the contacts facing upwards.

6. Wipe the contacts inside the printhead with a lint-free cloth.

   

7. Insert the cartridge into its slot, and then press down on the cartridge until it snaps into place.

8. Repeat these steps for any other cartridges indicated in the error message.

9. Close the front door and cartridge access door.

Hope this helps! Keep me posted. 

And, Welcome to the HP Support Community. 

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