Genuine HP Cartridge but chip not recognised

[Dawn1812]

OS : Ventura 13.1

I have a genuine HP toner cartridge that I purchased 2 years ago in a bundle but have only had the need to use it this week. All other 3 cartridges from the same bundle were installed some months ago and have been working fine. 

When I put in the new toner cartridge it is stating that the chip is non-HP.

I have verified it is genuine using the QR code. 

I have seen previous posts about downgrading the software but all the previous dated drivers seem to have been removed so I'm unable to use that option. I have been through the HP online virtual chat but that is useless.

Any help grateful appreciated. 

[sandytechy20]

@Dawn1812

Welcome to the HP support community.

I understand that you are getting cartridge error, I am glad to assist you.

Perform a power reset , Reset the printer to recover from printer errors or failures.

1. Turn on the printer, 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. Wait at least 30 seconds.
5. Plug back the power cable straight to a wall outlet and printer without any surge protector.
6. Turn on the printer.

Update the printer firmware to install the latest updates

Here are the steps:- Click here

Refer to this HP document for further assistance:- Click here

Keep me posted.

If this helps, please mark the public post as an accepted solution so that it benefits several others.

Cheers.

[Dawn1812]

@Sandytechy20. Thank you. I have already tried all that. I tried again and still no success. My firmware is up to date. Previous posts similar to this show that it is the firmware being updated that has caused this issue?? 

My printer reads "Indicated cartridges are blocked for containing a non-HP chip." I even have the cartridge protection. switched off which I believe is supposed to override this and even allow non-genuine products to be used but in my case it is a genuine product!!

[sandytechy20]

@Dawn1812

This might require one on one interaction to fix the issue, I am sending you a private message with the steps to talk to HP support.

Please check the mailbox icon at the top-right corner of this screen.

I hope this helps resolve this issue completely.

If this helps, please mark the public post as an accepted solution so that it benefits several others.

Cheers.

[Dawn1812]

Update....so it appears that because my genuine HP Cartridge is 3 months......yes just 3 months beyond the 2 years post-manufacture date even though I only purchased 2 years ago and have held it in stock since.

My printer is out of guarantee so what does it matter if I decide to use an out of date cartridge? I refuse to buy a new one in case this is not the real issue. At £100 a time it's an expensive experiment.

I have been directed to their phone help which I would have to pay for......not bothered about paying but when you read the reviews of their help it does not instil confidence. The issue is wider than just me (just google the issue for yourselves) and needs to be sorted across the board.

I am informed I can use a non-HP cartridge yet I can't use a HP one that is slightly out of date?

It is the FIRMWARE that is stopping this happening. If Firmware is supposed to allow a non HP product why can it not override out of date.....the error code is "non-HP chip"......not out of date or chip error. Firmware is not recognising it's own product.

FIRMWARE needs updating. (Apparently an update last year rendered A LOT of printers obsolete) There was a law suit yet HP seem to be ignoring this by not rectifying their firmware.

I am now trying for the first time a non-HP cartridge and will continue to do so until the printer itself is out of action completely. I will then NEVER buy another HP product of any kind EVER again.

Very bad customer service.

[Dawn1812]

Further update

Oh joy and now I have a 49 service error message. Printer now totally screwed if you check out this thread

www3.hp.com/t5/Printing-Errors-or-Lights-Stuck-Print-Jobs/Color-LaserJet-Pro-MFP-M281fdw-shows-49-Se...

Anyone want to come shopping with me for a new printer not manufactured by this scam company?