Counterfeit cartridges

[KL808]

Hp officejet 3830 printer

the app says the ink is counterfeit while the printer says genuine. I can’t get it to print 

[Raj_05]

Hi @KL808,

Welcome to HP Support Community.

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

It sounds like there might be a miscommunication between your HP OfficeJet 3830 printer and the HP Smart app regarding the ink cartridges. Here are a few steps you can try to resolve the issue.

Power Cycle the Printer

• Turn off your printer.
• Unplug it from the power source for about 2 minutes.
• Plug it back in and turn the printer on.
• Check if the issue persists after rebooting the printer.

Update Printer Firmware

• Sometimes, older firmware may cause cartridge recognition issues. Check if there's a firmware update available for your printer through the HP Smart app or the HP website.
• To update via the app:
  • Open the HP Smart app.
  • Go to Printer Settings and check for firmware updates.

Reinstall Cartridges

• Open the printer and remove the ink cartridges.
• Inspect them to ensure they are clean and free of dust or debris on the contacts.
• Reinstall the cartridges securely and check if the error clears.

Use Printer Control Panel

• If the printer itself says the cartridges are genuine, try printing directly from the printer without using the HP Smart app. Sometimes, printing directly can bypass app-related issues.

Reinstall the HP Smart App

• Uninstall the HP Smart app and reinstall it.
• After reinstalling, set up your printer again to see if the app recognizes the cartridges correctly.

Bypass Ink Counterfeit Message (If Applicable)

• If the cartridges are recognized as counterfeit but you’re confident they are genuine, you can often bypass the error by selecting Continue or Ignore when prompted. The printer may ask if you want to continue printing with the "counterfeit" cartridge.

Check Ink Cartridge Authenticity

• If you’re unsure whether the ink cartridges are genuine, you can verify them on HP’s Anti-Counterfeit site by scanning the security label or entering the code found on the packaging.

I hope this helps.

Take care and have a good day.

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Alden4

HP Support