Yellow 952 Cartridge Not Communicating with Printer Error and Incompatible Cartridges Error

[AP-17]

We are a company which purchases HP ink cartridges from the HP Amazon store. We have a HP OfficeJet Pro 8740 which utilizes the 952 cyan, magenta, and yellow cartridges and the 952XL Black cartridge. We've been having issues with many of our ink cartridges that have been purchased over the past few months.

Instead of saying that the cartridges are empty, it will give an alert saying: "Incompatible Cartridges. This Printer is Not Designed to Use Continuous Ink Systems." Sometimes when this happens, I can shake the ink cartridge and still hear ink inside of it. When I replace the cartridges with new ones, it will usually give the same alert. This has happened with all of the cartridges, not one specific colour.

On multiple occasions I've tried cycling the power and that does not resolve the issue. Yesterday when I cycled the power via the power button, it told me that I had not shut the printer down correctly and to only do so using the power button. I have also tried cycling the power by turning the printer off, fully unplugging it, waiting for 60+ seconds, and then plugging it back in. The printer is plugged into a power strip with surge protection. Yesterday I tried plugging it directly into the wall outlet and the issue did not resolved.

Sometimes I can install a different new cartridge, the printer will accept it, and then I can try to install the first new cartridge. This usually works and the error goes away. The error has also gone away if I replace all of the cartridges, however not all of the cartridges are empty at the same time and I do not want to waste the ink. 

Yesterday I installed a yellow cartridge and it was accepted, but then it gave the error: "The indicated cartridges are not communicating correctly with the printer. If the problem persists, replace the cartridge." Another yellow ink cartridge from the HP Amazon Store was delivered yesterday. When trying to install, it says it is successful but then gives the same error as the previous one ("The indicated cartridges are not communicating correctly with the printer...."). A third yellow cartridge from a previous order continually gives an "Incompatible Cartridges" error when installed, so I cannot use it. I've tried cleaning the micro chips of the cartridges with a lint free cloth and that did not resolve the issue. I also cleaned the contactors inside of the printer head, but this did not resolve the issue either.  I have checked the printer for updates and the software is up to date. I have checked the boxes and they say the product is intended for use in the US and Canada.

The printer is currently inoperable, as none of the yellow ink cartridges we have work with the printer. 

I reached out to HP following the "Get Product Support" Button on Amazon and was directed to the HP India website: https://www.hp.com/in-en/shop/contact-us . I submitted an email inquiry to the sales email and received a reply giving a phone number and email address for the support department. At the initial time of contact, I did not realize I was contacting the HP India location. When I called the number they provided, it automatically asked me to participate in a survey. It specifically asked if my age was 50 years or older which has me concerned that the phone number is part of a scam or the number has been hijacked.

We purchase the following 3 products from the Amazon store. We have not had any of these cartridge issues before this summer.

Original HP 952 Yellow Ink Cartridge | Works with HP OfficeJet 8702, HP OfficeJet Pro 7720, 7740, 82...

Original HP 952 Cyan, Magenta, Yellow Ink Cartridges (3-pack) | Works with HP OfficeJet 8702, HP Off...

Original HP 952XL Black High-yield Ink Cartridge | Works with HP OfficeJet 8702, HP OfficeJet Pro 77...

I would greatly appreciate assistance in resolving this matter and returning our printer to working order. Our printer is out of warranty and I am unable to find the cost of the phone service fee, thus my post to this community.

[Rainbow23]

Hi @AP-17

Welcome to HP Support Community. This is a great place to post questions and find answers.
Thank you for posting your query, I will be glad to help you.

I see that you are facing cartridge issues with your HP OfficeJet Pro 8740 All-In-One Printer.

Please follow the steps listed below to clean the cartridge contacts.

1. Open the door or lid to the cartridge access area. Wait until the carriage stops moving before continuing.
2. Push in on the cartridge indicated in the error message to release it from the carriage.

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

1. Slide the cartridge into its color-coded slot until it clicks into place.
2. Repeat these steps for any other cartridges indicated in the error message.
3. Close the door or lid to the cartridge access area.

You may also refer to this link 

Let me know if this works.

Take care and have a good day.

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