Authentic HP cartridges reported as counterfeit

[calitch]

I have an HP 8135e.  I replaced the cartridges sometime last fall.  I bought authentic HP cartridges at Staples.  Printer worked for a while then all of a sudden it started giving me errors "Cartridges Rejected" M Y "The indicated cartridges have been identified as used or counterfeit".  HP via the virtual assistant replaced the M(agenta) cartridge but I'm still getting the error for the Y(ellow) cartridge.  The virtual assistant will not replace a cartridge for me.  I print so seldom, I know I have ink, I have cleaned the the heads, cycled power etc., everything they recommend.  These cartridges are EXPENSIVE but learned my lesson years ago using generic ones.  I know these are authentic.  How can I get my printer working again?  

[Hawks_Eye]

Hi @calitch 

Welcome to the HP Support Community! We're here to help you get back up and running.

I understand the concern and appreciate the detailed steps you have already tried. The message you are seeing can occur when the printer is unable to properly authenticate the cartridge. 

Let’s go through the recommended troubleshooting steps to help restore functionality:

Update the Printer Firmware
– Ensure your printer has the latest firmware.
– Open the HP App on your computer or mobile device.
– Go to Printer Settings > Advanced Settings > Tools > Printer Updates and install any available updates.
– This ensures the printer can correctly validate cartridges.

Reinstall the Cartridges
– Power on the printer.
– Open the cartridge access door and remove the Yellow cartridge.
– Gently wipe the electrical contacts on the cartridge with a lint‑free cloth slightly dampened with distilled water.
– Allow it to dry completely, then reinstall firmly into its slot.
– Close the access door and check if the error clears.

Clean the Electrical Contacts in the Printer
– With the printer powered off, unplug the power cord.
– Use a lint‑free cloth lightly moistened with distilled water to clean the contacts inside the cartridge slot.
– Let the area dry for at least 10 minutes before reconnecting power and turning the printer back on.

Run Diagnose & Fix in HP App
– Open the HP App on your computer.
– Select your printer, then go to Tools > Diagnose & Fix.
– Follow the guided steps. This tool automatically checks for cartridge recognition issues and applies corrections.

Reset the Printer
– With the printer powered on, disconnect the power cord.
– Wait 60 seconds, then reconnect the cord and power on.
– This clears temporary memory and forces the printer to re‑initialize cartridge authentication.

Summary:
You have already confirmed the cartridges are authentic and tried cleaning. The next key actions are updating firmware, cleaning both cartridge and printer contacts, and running Diagnose & Fix in the HP App. These steps ensure the printer can properly recognize the Yellow cartridge and resume normal operation.

For reference, HP provides official guidance here:
HP Support – Cartridge Rejected Error

Take care, and have an amazing day!

Regards, 

Hawks_Eye