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Message 1 of 3
137
Flag Post

HP printer says my HP cartridge is "counterfeit"

HP Recommended
HP Envy Photo 6230
macOS 10.12 Sierra

Hi,
I bought an original tricolor cartridge from a store some time back and replaced the old one.
It worked fine for a couple weeks (I rarely print something in color) then my printer showed an error message saying that the cartridge may be counterfeit or a regenerated one.
I don't really know how to proceed.
I tried upgrading the software and so on but to no avail.
I saw a few posts in the forum about the same problem but they are archived so I can't respond or post something there.
Anyone had the same problem and fixed it?
Thanks in advance

2 REPLIES 2
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HP Support Agent
HP Support Agent
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Message 2 of 3
Flag Post
HP Recommended

Hi @lucacornia

 

Welcome to the HP Support Community. I'd be happy to assist you

 

Due to the current global COVID-19 situation, we're seeing an influx of customers coming in for support. We appreciate your patience.

 

Let's try a power reset on the printer

 

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.

 Also, try updating the printer's firmware - HP Printers - Updating or Upgrading Printer Firmware 

 

If the issue persists, I'd suggest you Contact HP in your region regarding the service options for your printer/cartridge.

 

Hope this helps! Keep me posted. 

 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

 

Have a great day!

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Message 3 of 3
Flag Post
HP Recommended

Thank you for your response but I already tried to update the firmware or to reset the printer but unfortunately to no avail.

The HP assistance page directed me here in the forum a week ago when I wrote my post: the assistance bot gave me the same response you kindly gave to me so I tried the forum.
Thanks again very much but I still haven't resolved the problem

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