HP OfficeJet Pro 8720 - Older Generation Cartridge Error

[ricekrispy]

I have an HP OfficeJet Pro 8720 that I've had enrolled in HP Instant Ink. The newest cartridge I received and attempted to install is returning an error on the printer's screen: Older Generation Cartridge. It advises me to reach out to HP Support for assistance.

[Bob_Headrick]

Is your printer still enrolled in Instant Ink?  If so,  the document here has information on contacting HP to get replacement Instant Ink cartridges.  Go to the HP Instant Ink site, the phone number (or chat option for some countries) will be listed in the lower center of the opening screen. 

Alternately, you can click on the Virtual Assistant.  When the assistant opens type "Where is my ink?" (w/o the quotes).  The system will ask a few questions and then schedule your shipment.

[ricekrispy]

There's ink being sent, but not for the cartridge that is giving me problems.

At this point it just seems like my printer is bricked.

[Bob_Headrick]

I would suggest you contact HP Instant Ink as described above for the cartridge named as the "old generation cartridge".  Until this is replaced your printer will be locked.

Is the "old generation cartridge" an Instant Ink cartridge?

[ricekrispy]

Yes, it's a cartridge directly from HP Instant Ink. I've never even purchased cartridges outside of that program. It has the same numbers on it as the one it's supposed to replace and fits the printer perfectly.

[Bob_Headrick]

Thanks for the clarification.  Have you called for a replacement?  The HP Instant Ink support agent should be able to get you a replacement expedited.

By the way, which cartridge is showing the issue?

[ricekrispy]

No, but I'll ask for a replacement. Cyan is the issue!

[Bob_Headrick]

I am fairly confident a replacement cartridge will resolve the issue.  When you call please mention to the agent that you have the "old generation cartridge" message.  It may also help to have the expiration date of the cartridge, probably found on the upper right on the label on the side of the cartridge.

Please post back here with the results, especially if you need additional escalation.

[ricekrispy]

Great, thanks for your help. Will do.

[Kumar0307]

@ricekrispy, Welcome to the HP Support Community! I’m here to help.

As the issue is related to Instant ink cartridges, I need more information to help you out.

Since the instant ink account details are confidential, please send me the required information via private message.

I am sending you a private message with the information required.

• In order to access your private messages, click the private message icon on the upper right corner of your HP Community profile, next to your profile Name or simply click on this link: https://h30434.www3.hp.com/t5/notes/privatenotespage

Hope this helps! Let me know how it goes. 

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