Cartridge error after firmware update

[JMo8]

My Hp OfficeJet Pro 8710 will not recognize my aftermarket cartridge following a firmware update this morning. 

[Jay_G24]

Hi @JMo8,

I'd like to help!

Download available firmware updates from the HP website

With the printer on and connected to the computer, go to HP Customer Support - Software and Driver Downloads, and then identify your printer. Look for and install any available firmware updates. Refer to the document HP Printers - Updating or Upgrading Printer Firmware

The third-party ink cartridges will work. But there are many cartridges in the market which is refilled and sometimes the chip is not configured to work with the printer. You need to contact the cartridge manufacturer and find out why its not working. Try a different cartridge supplier and check if that works.

Hope this helps! Keep me posted. 

And, Welcome to the HP Support Community. 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

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[dirtroadtrader]

Hi,

This recommendation absolutely does not work. 

I have kept my printer drivers up to date.  The current installed print cartridges worked perfectly fine until the latest firmware update.  It was the most recent firmware update that has rendered my printer inoperable with my current cartridges.  I have reviewed available firmware updates and you do not have the prior one available for download. Nor do you have the ability to uninstall the latest update.  I need the ability to either (A) Resolve the issue with the existing firmware update to accept the print cartridges that were already installed, or (B) Revert the firmware update to the prior version.

If your recommendation is to try a different cartridge supplier, then I might as well try a different printer manufacturer as well.  But I do not wish to do that.

Please escalate this to higher level support.  I need my printer and it is currently not working due to your last firmware update,

HP OfficeJet Pro 8710

Thank you for your time.

[Betty0610]

Are you using HP Genuine ink cartridges?

[dirtroadtrader]

Hi!

I am currently using aftermarket cartridges. They were installed and working perfectly for the past 3 months.  When the latest firmware update (released April 5 i believe) was applied, the printer immediately stopped recognizing the cartridges.  HP has done this before to customers. Forcing them to use only HP cartridges.  Please provide me with the link to download and install the 'prior' firmware update so that I can use my printer again.  This is greatly affecting my ability to work from home during the pandemic.

Thank you for your support

[Betty0610]

You may try this: https://support.hp.com/za-en/product/HP-Officejet-Pro-6830-e-All-in-One-printerserie/5390307/documen...

Let me know if this helps.

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

Thanks!

Have a great day!

[dirtroadtrader]

Hi.

Thank you for the response.  This does not resolve my issue.

This directs me to download the latest firmware to resolve the problem.  But it is the latest firmware that actually caused the problem and the HP site does not provide the ability to download the prior firmware version.  See image here.

I would appreciate your assistance in getting the prior firmware version for the hP OfficeJet Pro 8710 printer.  That would resolve my problem.  I just need a link to it.

Thank you

[Krismuscookie]

I’m having the same problem and I’ve reset my printer in every possible way I coukd find on the internet.

[Krismuscookie]

The same issue is happening with my laser jet pro M254dw after the latest firmware update.  My new HP compatible toner cartridges are no longer registering and the printer keeps giving me a “supply error”. Please send a link to the previous firmware or update it again to read compatible cartridges. 

[KrazyToad]

@Krismuscookie

If you have already performed the Reset and the issue persists I suggest you contact HP Support in your region for service options

1) Click on this link - www.hp.com/contacthp/ 
2) Select your product type below.
3) Enter the serial of your device. 
4) Select the country from the drop-down. 
5) Select the chat or get phone number options based on your preferences. 
6) Fill the web-form and proceed further.