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08-12-2017 12:03 AM
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
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08-13-2017 10:48 AM
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: http://bit.ly/2seymWS
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!
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I am not an HP Employee
08-15-2017 02:42 PM
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: 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 and phone number appear.
They will be happy to assist you immediately.
Keep me posted for any other assistance,
I am an HP Employee