Cartridge Authentication Communication Failure

[amsuco]

I make a point to only buy genuine HP toner, so I expect to not have problems.  But when I installed a new toner for authentication, I can only get as far as a message onscreen saying "We are unable to access the internet to authenticate your cartridge" .  I'm given the option to close or try again.  No matter how many times I try, there is no change.  Internet access doesn't seem to be a problem with any other device in the house.  How do I troubleshoot this?  Thanks!

[Nal_NR]

Hi @amsuco,

Welcome to the HP Support Community. 

I'd be happy to help you! 

I understand that you are having issues with the Cartridge Authentication Communication Failure.

To provide you with an accurate solution, I'll need a few more details:

Are you using a genuine HP Ink cartridge/Toner?

Any hardware or software changes made in the printer?

Did you try with a different toner?

I suggest you do a Hard Reset

(1) Turn the printer on, if it is not already on.

(2) Wait until the printer is idle and silent before you continue.

(3) With the printer turned on, disconnect the power cord from the rear of the printer.

(4) Unplug the power cord from the wall outlet.

(5) Wait at least 60 seconds.

(6) Plug the power cord back into the wall outlet.

NOTE: HP recommends connecting the printer power cord directly to the wall outlet.

(7) Reconnect the power cord to the rear of the printer.

(8) Turn on the printer, if it does not automatically turn on.

The printer might go through a warm-up period. The printer lights might flash, and the carriage might move.

Wait until the warm-up period finishes and your printer is idle and silent before you proceed.
 

If this does not help, I recommend you contact phone support. 

Hope this helps! Keep me posted for further assistance

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

[amsuco]

Thank you for trying to help, but none of those suggestions worked.  There's no point in trying to get a human to help me over the phone for a printer this old.  For those following in my footsteps, let me just say that I wasted A LOT of time trying to sort this HP problem out.  Whatever the issue is, I consider it to all be theirs.  In the end, I just hit "decline" on the toner authorization screen.  If that poses any further issues, I'll try to come back and report them.

[Nal_NR]

Hi @amsuco ,

We apologize for the inconvenience, but it seems that the issue persists even after attempting the troubleshooting steps mentioned above.

This might require one-on-one interaction to fix the issue via remote assistance. 

I've sent you a private message with further instructions. In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name or simply click on this link.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!

[HoosierViking]

My printer is a Color LaserJet Pro MFP M277dw.  When it asks me to authenticate the printer cartridges, I get a Cartridge Authentication Communication Failure message.  It says "We are unable to access the internet to authenticate your cartridge."  If I click on the "Try Again" button, I get the same message.  

I did a hard reboot as per the instructions on this forum but that didn't work either.  What else can I do?