Toner cartridge authentication repeatedly fails to access the internet

[OldGrayBeard]

I recently replaced my black toner cartridge with a genuine HP cartridge. Now, whenever I reboot my computer or print a job, I get this annoying popup asking that I authenticate my toner cartridge. Since I paid for a genuine cartridge, I fearlessly click on authenticate. Within a second or two, the popup changes to show a communications failure with the message, "We are unable to access the internet to authenticate your cartridge." I've updated my HP Smart, and my drivers and firmware are current. My internet is up and working fine. I've even tried unplugging the printer while still turned on. Other older posts that were replied to by HP employees have broken links to their suggested fixes. The post that brought me to this page was never replied to. After clicking "Authenticate"

[VikramTheGreat]

Hi @OldGrayBeard,

Welcome to the HP Support Community.
 

Thank you for posting your query. I will be glad to help you.

Thank you for sharing the screenshot. It clearly shows the HP Toner Cartridge Authentication pop-up with the message: “We are unable to access the internet to authenticate your cartridge.” This happens when HP’s authentication service cannot connect online, even though your internet works fine. Here’s how to fix it:

Why This Happens

• HP authentication requires the printer software to reach HP servers.
• If the printer or PC firewall blocks the connection, or if the printer isn’t linked to HP services, the pop-up appears.
• Sometimes, the feature remains active even for genuine cartridges.

Step-by-Step Fix

1. Check Internet Access for HP Services

• Ensure your PC firewall or antivirus isn’t blocking HP Communication Manager.
• Add exceptions for: 
• hpqtra08.exe
• hpqste08.exe
• hpqscnvw.exe
• If using a proxy or VPN, disable it temporarily.

2. Update Printer Firmware

• Go to HP Support:
  👉 HP Color LaserJet Pro MFP M277dw Software and Driver Downloads | HP® Support
• Install the latest firmware (fixes authentication bugs).

3. Disable Cartridge Protection

• On the printer’s Embedded Web Server (EWS): 
  • Enter the printer IP in your browser.
  • Go to Settings → Security → Cartridge Protection.
  • Turn it off.
• This prevents future authentication prompts.

4. Remove HP Cartridge Authentication Tool

• Open Control Panel → Programs → Uninstall a Program.
• Look for HP Cartridge Authentication and uninstall it.
• Restart your PC.

5. Optional: Use HP app

• The HP app does not require separate authentication pop-ups. 👉 HP App – For HP Printers, Laptops, and Tech Accessories | HP® Official Site

📌 HP Official Guide:👉 HP ink cartridge issues including, incompatible, missing and not recognized errors | HP® Support

I hope this helps.

Take care and have an amazing day!
 

Did we resolve the issue? If yes, please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!

Regards,

VikramTheGreat

[VikramTheGreat]

Hi @OldGrayBeard,
 

I hope this helps. Please try the steps and let me know if this helps.

Take care and have an amazing day!
 

Did we resolve the issue? If yes, please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!

Regards,

VikramTheGreat

[OldGrayBeard]

Hello VikramTheGreat (Bold username choice, but I admire your self confidence!),

Between the time I posted my query and receiving your response, I clicked on "Decline." I thought I had done that before but maybe not because the pop-ups have stopped. In the absence of symptoms now, I can't accept your solution. 

Best regards,

OldGrayBeard

[VikramTheGreat]

Hi @OldGrayBeard,

No worries at all, that makes complete sense.

If the pop-ups have stopped after you clicked “Decline,” then it means the issue was tied to that prompt, not the underlying system, so there’s nothing for you to fix at the moment.

You’re absolutely right not to accept a solution when the symptoms have disappeared. If the pop-ups return or anything changes, feel free to reach out anytime, and I’ll be happy to help further.

Take care and have an amazing day!
 

Did we resolve the issue? If yes, please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!

Regards,

VikramTheGreat