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‎01-15-2026 08:06 AM

HP Recommended

I bought ink cartridges (962) for my HP Printer.  They came in a 3 color pack. One cartridge says it isn't authentic and it won't work in the printer. It was purchased from Amazon (from Staples-vendor).   Is there a way to fix the cartridge or am I out of luck?

11 REPLIES 11

‎01-16-2026 08:51 AM

HP Recommended

Hi @151817,

 

Welcome to the HP Support Community.

 

Thank you for posting your query.

 

I am sorry to hear that you're experiencing issues with your HP printer not recognizing the ink cartridge as authentic, here are some steps you can take:

 

Verify Authenticity: 

  • Ensure that the cartridges are genuine HP products. You can check the packaging and the cartridge for HP logos and holograms that signify authenticity.

Re-install the Cartridge: 

  • Remove the problematic cartridge and reinstall it. Make sure the cartridge is seated correctly in its slot.

Update Printer Firmware: 

  • Check if there is a firmware update available for your printer. An outdated firmware could cause recognition issues with cartridges.

Clean the Cartridge Contacts: 

  • Sometimes, the contacts on the cartridge or in the printer can be dirty, which can cause recognition problems. Gently clean the contacts with a lint-free cloth.

Reset the Printer: 

  • Try turning off the printer, unplugging it, and waiting for a few minutes. Then plug it back in, turn it on, and see if the issue is resolved.

Take care and have an amazing day!

 

Did we resolve the issue? If yes, please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!

 

Regards

Pallipurath.

I'm an HP Employee.


If this reply helped resolve your issue, please select the Accept as Solution as it helps others in the community quickly find the answer they’re looking for.


And if you found this reply helpful, clicking Yes below is a great way to let us know we’re providing the support you need, as it encourages us to keep improving and sharing helpful guidance.

Was this reply helpful? Yes No

‎01-18-2026 05:20 PM

HP Recommended

Thanks for the suggestions however none worked.    A new cartridge worked  but I have a bad/wasted one now.

Was this reply helpful? Yes No

‎01-20-2026 04:51 PM

HP Recommended

Hi @151817,

 

Thank you for Responding.

 

I am sorry to hear that you had to go through this inconvenience. However, I am glad to know that the new cartridge is working properly.

 

I kindly request you to please check once and confirm whether the cartridge is a genuine HP cartridge. This will help ensure optimal performance and avoid any potential issues in the future.

 

Take care and have an amazing day!

 

Did we resolve the issue? If yes, please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!

 

Regards

Pallipurath.

I'm an HP Employee.


If this reply helped resolve your issue, please select the Accept as Solution as it helps others in the community quickly find the answer they’re looking for.


And if you found this reply helpful, clicking Yes below is a great way to let us know we’re providing the support you need, as it encourages us to keep improving and sharing helpful guidance.

Was this reply helpful? Yes No

‎01-20-2026 05:26 PM

HP Recommended

Yes, it is an authentic HP cartridge. It still was not accepted. 

Was this reply helpful? Yes No

‎01-21-2026 12:54 PM

HP Recommended

Hi @151817,

 

Thank you for responding.


I’m sorry to hear that the cartridge is an authentic HP product and that you’re still experiencing this issue. To help us verify and move forward, I kindly request that you check the cartridge authentication using the link provided below. 

This will allow us to confirm the cartridge details and assist you more effectively with the next steps.

 

Link: https://www.hp.com/us-en/cartridge/anti-counterfeit.html 

 

Take care and have an amazing day!

 

Did we resolve the issue? If yes, please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!

 

Regards

Pallipurath.

I'm an HP Employee.


If this reply helped resolve your issue, please select the Accept as Solution as it helps others in the community quickly find the answer they’re looking for.


And if you found this reply helpful, clicking Yes below is a great way to let us know we’re providing the support you need, as it encourages us to keep improving and sharing helpful guidance.

Was this reply helpful? Yes No

‎01-23-2026 09:37 PM

HP Recommended

There isn't a hologram on the box. I purchased the cartidges from Amazon which I though would be a "reputable" dealer. 

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‎01-23-2026 09:38 PM

HP Recommended

Other cartridges from the same box have been accepted as authentic HP cartridges.

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‎01-24-2026 03:44 PM

HP Recommended

Hi @151817,

 

Thank you for responding.

 

I am sorry to hear that your HP printer cartridge is not working and there is no hologram on the box, it may be an indication that the cartridge is not genuine.

 

Verify Authenticity:

  • Check the packaging and ensure it's similar to authentic HP packaging. An original HP cartridge usually comes in a box with a hologram that helps verify its authenticity.

Return or Exchange:

  • If you believe the cartridge was sold as genuine but does not have the hologram, consider returning it to the vendor or requesting an exchange. 
  • Authentic HP cartridges will have the security features including a hologram sticker.

Take care and have an amazing day!

 

Did we resolve the issue? If yes, please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!

 

Regards

Pallipurath.

I'm an HP Employee.


If this reply helped resolve your issue, please select the Accept as Solution as it helps others in the community quickly find the answer they’re looking for.


And if you found this reply helpful, clicking Yes below is a great way to let us know we’re providing the support you need, as it encourages us to keep improving and sharing helpful guidance.

Was this reply helpful? Yes No

‎01-24-2026 04:07 PM

HP Recommended

Where exactly is the hologram supposed to be? If you look at all the boxes on Amazon or Office Depot, none of them show a hologram. Even on the h p site, there is no hologram on the box

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