office jet 3830

[diana10]

I have an Officejet 3830 and replaced the black cartridge today. The printer tells me that this is not a genuine HP cartridge, this is wrong as I bought it from Staples.

I have found that some old cartridges now won't work due to the firmware update which stops non HP cartridges being used.

I have updated the only driver available from the HP website and this still doesn't work.

Any help or advice would be gratefully received as for 15.99 euros it is hardly worth returning the cartridge to the store due the to distance.

Thanks

[Rainbow23]

@diana10,

Welcome to HP Forums, this is a great place to get support, find answers and tips.

Thank you for posting your query, I'll be more than glad to help you.

I understand that your HP OfficeJet 3830 All-in-One Printer is giving a false error message that the new cartridge is not genuine HP Cartridge.

This issue could occur if the cartridge is not installed properly.

Let's go through a few steps to resolve this issue.

And here's the step by step guide for you in the link: 'Used or Counterfeit ink cartridge Detected' or 'Counterfeit ink cartridge Advisory' Error

Let me know how this works.
 

You have a good day ahead.
 

[diana10]

Thanks for your reply, this didn't work though.

[Rainbow23]

@diana10,

Thank you for your reply, I'll be more than glad to help you.

I understand that the issue has not resolved after following the steps mentioned in the previous interaction.

This could be a hardware issue with the cartridge.

Hence, please contact HP Phone Support for further assistance at the link: www.hp.com/contacthp

You have a good day ahead.

[diana10]

I clicked on the link and there is no phone support for my problem nor any online solution in the questions and answers.