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re-filled original HP cartridges showing up as depleted - printer cannot work

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HP office jet 8620
Microsoft Windows 10 (64-bit)

tried firmware solution posted by HP after re-filled original HP cartridge showed up as depleted when it was still full - did not work and so contacted HP chat - after giving standard answers of - "use original HP cartridges", clean the chip, re-start printer etc etc - all these steps have already been done even before we updated the firmware - the chat suddenly shut down cos' of network close due to unexpected error - we then went to open another chat - this is now the final reply


HP Chat Support
1:49 PM  Connecting...
1:49 PM  Connected. A support representative will be with you shortly.
1:53 PM  Support session established with Rajat Paul.
1:53 PM   Rajat Paul: Thank you for contacting the HP Chat Specialist Team. My name is Rajat , I will be your chat support specialist today. Please give me 2 minutes to review the information and assist you.
NOTE: For security reasons, please do not send credit card information via chat.
1:53 PM   Rajat Paul: I am afraid to inform you
1:53 PM   Rajat Paul: That you need to try with original ink cartridges.
1:54 PM   Rajat Paul: There is only one option.
1:57 PM   Rajat Paul: As we have done all the troubleshooting steps to check with the same. After that also teh same issue persists.
1:58 PM   Rajat Paul: So this is the only option we can try.
1:58 PM   Rajat Paul: Please let me know when you will try with new original ink cartridges.
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Hello, @SLIM5 - Hope you are well 🙂

Thank you for becoming an HP Forum member. It is a great location to get help from the community, get suggestions and find what has worked for others!


I understand that the printer is not accepting the newly refilled cartridge. While the printer should support the refilled cartridge after updating the printer firmware, it is possible that the refilled cartridge itself is defective. 


As per QualityLogic, one of the world's foremost quality assurance organizations nearly one out of every six refilled ink cartridges tested was dead on arrival or failed prematurely and 70% of refilled cartridges had some form of reliability problem.


Learn more here: 


Hence, I would still suggest you try and check with a different cartridge to make sure the issue is not caused by the specific cartridge.


Let me know if that helps!

Good luck!


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We have tried using different cartridges and it still comes up with the same issue. Any other suggestions?

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Thanks for the reply.

I appreciate your time and effort.


As you have already tried these steps and still having the issue, I would personally suggest you contact our HP phone support for further assistance. If your product is Out of warranty then remember to choose the paid options to get the tech support number.


They might have multiple options to help you on this.


Please use the following link to create yourself a case number, then call and it may help speed up the call process:

Step 1. Open link:

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 and phone number appear.

They will be happy to assist you immediately.


Keep me posted for any other assistance,


I am an HP Employee

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