HP cartridges, Smart App says Not Genuine

[Pete3249]

I keep getting messages saying my DeskJet 4120e printer is not connected to the internet. I don’t understand as I haven’t disengaged it from the internet.

I have tried for the last two days to rectify the problem but my computer knowledge is very limited I’m afraid

Now I have the flashing ‘I’ & 'E0' and in my HP Smart app it says that my cartridges are not genuine. These are the cartridges that were supplied by HP in my Instant Ink contract. Please help me to bring this nightmare to a conclusion

[Jay_G24]

Hi @Pete3249,

I'd like to help!

I understand you are facing a cartridge error

Try the below suggestions -

Reset the product

With the printer turned on, disconnect the power cord from the rear of the printer.

Unplug the power cord from the wall outlet.

Wait at least 60 seconds.

Plug the power cord back into the wall outlet.

Reconnect the power cord to the printer.

Turn the printer on. HP recommends plugging the printer directly into a wall outlet.

Try updating the printer's firmware -HP Printers - Updating or Upgrading Printer Firmware  

Also, refer to the document -https://support.hp.com/us-en/product/hp-deskjet-4100e-all-in-one-series/2100187845/model/2100187855/...

Please send us a private message with your Instant Ink account details or you may also respond to the private message I've sent out and I'll help you out, accordingly. Check next to your profile name, you should see a little blue envelope, please click on it. 

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.

Click the “Yes" on the bottom right to say “Thanks” for helping

[Pete3249]

Thank you for the reply, which I have saved for future reference.

Whilst waiting I telephoned the helpline and a very helpful lady sorted it out for me, in less than ten minutes for which I am so grateful

The message of 'Incompatible Cartridges' was caused by my printer not being connected to the internet

Thanks again 👍

[Jay_G24]

I am glad the issue is resolved.

 If you need further assistance feel free to reach out to us.

Have a great day ahead!

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

Click the “Yes" on the bottom right to say “Thanks” for helping!