01-08-2020 04:41 AM
Good day. Recently bought a new HP 3835 all-in-one printer and am still using the cartridges that came with the the unit. I now get an error saying that the cartridges are not genuine. I've done some basic trouble shooting and tried cleaning the contacts and "resetting" the printer by powering it down but still have the same issue. The black cartridge detects ok if I install only the one, but the colour cartridge is detected as "non genuine". This is extremely frustrating as the cartridge clearly is genuine. I had the same issue with my previous printer (also HP) which gave the same issues. I eventually threw it out and bought a new one....but am back to square one with the same issue now. I've taken the cartridge an installed it on another unit and it detects fine as genuine in the other unit so I'm not convinced that buying a new cartridge at half the cost of the printer (just to test) is viable....especially if the one I have detects ok on another unit. I want to force a firmware re-load but can't find any support online. All threads end up in a "private message" resolution. Can someone please advise? Thank you.
01-10-2020 09:10 AM
Welcome to the HP Support Community. I'd be happy to assist you.
If you have tried the steps mentioned in this document and the issue persists, resetting the printer to its factory settings may help.
- The reset instructions are specific for your printer and performing those steps on a different printer may corrupt the device.
- I've sent you a private message with reset instructions, follow the reset instruction to perform a full reset and re-initialize the printer.
- In order to access your private messages, click the private message icon on the upper right corner of your HP Forums profile, next to your profile Name or simply click on this link: https://h30434.www3.hp.com/t5/notes/privatenotespage
Hope this helps! Keep me posted.
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