Supply Memory Error on (Cyan) Cartridge

[noeld]

Hello,

I have a HP Color LaserJet Pro MFP 479fdw for about 1 year and a half, it worked fine until now but today I got an error when I turned it on: "there is an error communicating with the Cyan cartridge..." and the event code is 10.01.11.

All the cartridges are at least 90% full including the Cyan one and now I'm unable to print any document.

I wouldn't want to replace my cartridge which is almost full since it is expensive and it appears that the problem may arise again at anytime from what I read in other posts regarding this same error.

I tried the diagnostics from the HP Smart application and got the attached screenshot.

Any help would be appreciated. Thanks.

[Andr-1611]

Hello @noeld,
Welcome to the HP Support Community!

Try these solutions here 10.wx.yz error messages and also follow the links.

Hope this helps! Keep me posted.
Andreas

If my post resolved your problem please mark this post as an "Accepted Solution".
Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks”!

[noeld]

Hello @Andr-1611,

Thanks for your reply.

I've already tried to remove and reinstall the cartridge. I looked at its electronic chip: it is visible and look the same as the other cartridges; I cannot see anything wrong with it.

-Noël

[Andr-1611]

Hi Noël,

then follow the links, recommended action.

Regards
Andreas

[noeld]

Thanks Andreas.

I will try to contact the HP support. Unfortunately my printer isn't in warranty anymore for 2 months or so.

Regards,

-Noël

[Repairatrooper]

Warranty on supplies is different than the warranty on the machine itself and cartridge warranties are valid till cartridge shows low. 

[noeld]

Thank you for this useful and interesting piece of information regarding warranty on cartridges.

[k2019]

I'm having the same problem, and I can't print anything, printer is complaining about the Cyan cartridge:

"The indicated supplies are not communicating correctly with the printer. Try reinstalling the supply to continue. Event Code: 10.01.11"

Here are my details:

Model: Color LaserJet Pro MFP M479fdn

Age: 14 months

Purchased brand new for over $500

Original warranty: 12 months

Red Cartridge: 100% full

Yellow Cartridge: 100% full

Cyan Cartridge: 100% full

Black Cartridge: 70% remaining

I have only used genuine HP cartridges in this printer

Printer has been sitting on my desk since I bought it, never dropped, never moved, and lightly used (home use, mostly documents no color). Was printing fine on Feb 22, and the next day starting showing the error message.

I tried the following:

1. Remove and re-insert the Cyan cartridge

2. Power on and off

3. Unplug and re-plug the printer

4. Tried to upgrade firmware (it failed)

5. Tried to upgrade firmware via USB (it failed)

6. Replace Cyan cartridge with an older one I had

7. Reset printer to default factory settings

8. Spend 1.5 hours with HP Support via chat

Now I'm stuck with $500 printer that doesn't work and has $630 worth of cartridges.

Anything else I should try?

[noeld]

Hello k2019 and everyone,

I called HP support yesterday and I've been about 1 hour on the phone. All the tests that I was asked to do did fail.

I was told though that cartridges have to be installed when the printer is powered on but I could not find that statement in the User Manual (PDF). I probably installed them before powering on the printer for the first time but the cartridges worked for 14 months before the error popped up.

HP will have a technician come to my house to replace an electronic card inside the printer. The appointement was planned for tomorrow (Friday 26) but HP support called me back this morning to let me know that the cards are out of stock and the appointment won't be before March 5.

[k2019]

Thanks for the update Noeld. Please let us know if the replacement card fixes the problem.

I'm scheduled to bring my printer to the service center on March 11th (that's the earliest appointment I could get).