Toner cartrige not recognized

Timrz70 · ‎02-07-2026

i recently replaced a toner cartridge and it comes up used and does not allow it to show levels. I scanned hallowgram and it verifies it as a original HP cartridge ... i bought from OfficeMax how do I get printer to accept toner pack?

Kuroi_Kenshi · ‎02-09-2026

Hi @Timrz70,

Welcome to the HP Support Community!

Thanks for reaching out!

We're thrilled to have the opportunity to assist you and provide a solution.

I understand you replaced the toner cartridge, and the printer shows it as used or not reporting toner levels, even though the hologram verifies it as an original HP cartridge. Let’s go through a few steps to check what could be causing this.

Remove and reinstall the toner cartridge
Turn the printer on and open the cartridge access door.
Remove the toner cartridge, gently shake it side to side, and reinstall it firmly until it locks into place.

Restart the printer
With the printer powered on, unplug the power cord from the rear of the printer.
Wait about 60 seconds, reconnect power, and turn the printer back on.

Check protective materials
Remove the cartridge again and confirm that all sealing tape and packaging material were fully removed.
Even a small piece of sealing tape can prevent proper cartridge detection.

Clean cartridge contacts
Remove the cartridge and gently wipe the metal contact area on the cartridge with a dry, lint-free cloth.
Reinstall the cartridge and close the door securely.

Print a supplies status page
From the printer control panel, print a Supplies Status Page.
This checks whether the printer can communicate with the cartridge chip.

Update printer firmware
If the printer allows printing, open HP Smart → Advanced Settings → Printer Update and install any available firmware updates.
Firmware updates can improve cartridge recognition.

I hope this helps.

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