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Note for common printer problems
Customers receiving the"will damage your computer" message along with others like "unable to access cups/tmp" or "'@%' cannot be opened" need to update their version of the macOS. Please check this article for more information: "HPxxxxx.framework" will damage your computer" message in macOS Catalina or Mojave .
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HP protected cartridge installed" message

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hp envy 120
Microsoft Windows 10 (64-bit)

I went to print a document and the message, "HP protected cartridge installed" came up. Now I can't do anything with the printer because this message has me completely locked out. I did nothing to the printer or cartridges before this message came up. Both cartridges have plenty of ink left in them. It's telling me to change the cartridges. I don't want to discard 2 good cartridges. These cartridges are quite expensive to replace. I tried resetting the printer by unplugging it when it was on and waiting 10 minutes to plug it back in and I cleaned the contacts on the cartridges and printer. Neither of these options worked. I also checked the cartridge protection setting and it is disabled.  

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@dprede

 

I reviewed your post and I understand that you are getting protected cartridge installed message on the printer.

 

Don’t worry, I assure you I will try my best to get this sorted.

 

You can disable the setting; this does not "switch off" the protection already assigned to the cartridges that were "protected".

 

Once a cartridge is "protected", that cartridge can only be used in the printer in which the setting was enabled.

 

Simply said:  There is no fix to "unprotect" a previously protected cartridge

 

If the printer is on the network, use the Embedded Web Server (EWS) to enable / disable HP Cartridge Protection.

 

Open your favorite browser > type / enter the IP address of the printer into the URL address bar

 

Tab Settings > category Preferences > HP Cartridge Protection

 

Let me know how it goes and you have a great day!

 

P.S: Welcome to the HP Support Community 😊

 

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

 

Cheers!

Stay Home – Stay Safe

The_Fossette
I am an HP Employee

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You don't understand the problem I'm trying to convey. The cartridges never left the printer they are in. I just started getting the message without doing anything different with the printer or the cartridges. Now the printer is locked up because of the message about protected cartridges and can't be used.  Again, I did nothing to the printer or the cartridges before I started getting the message. I simply printed a document and then went to print another document. That's when I got the message. This message came up through no fault of my own or anything I did differently. Since these cartridges are fairly new and are now unusable, I think I should be reimbursed by HP for a new set of cartridges. HP instituted this protected cartridge program and for some unknown reason it disabled my printer.  

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@dprede

 

Thank you for the update.

 

I recommend you follow the below steps and check if it helps.

 

  1. With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet. 
  2. Remove USB cable, if present. 
  3. Wait for 2-3 minutes, press and hold the power button on your printer for about 30 seconds to remove any additional charge. 
  4. Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord (This is important) and then plug back the power cord to the printer. 
  5. Turn on the printer and wait till warm-up period finishes and the printer is idle.

If you continue facing the issue, then update the printer firmware following the steps in the below artilce.

 

http://support.hp.com/us-en/document/c02919168

 

Let me know how it goes and you have a great day!

 

P.S: Welcome to the HP Support Community 😊

 

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

 

Cheers!

The_Fossette
I am an HP Employee

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I applied both solutions you mentioned but neither of them worked. I do appreciate all your help with this problem. If you have anymore suggestions, I'd be more than glad to try them. Otherwise, since I did nothing to cause this problem in the first place, and these 2 cartridges are fairly new, I still believe HP should offer some kind of a reimbursement so I can replace them. These are expensive cartridges that have been rendered useless through no fault of my own. As I said before, all I did was print a couple of documents and when I went to print another one, I started getting that protected cartridge message. At no time did I do anything with the cartridges or printer before the problem started other than printing documents.

Sincerely,

David Redente

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@dprede

 

I recommend you contact support and they will assist you in this regard.

 

Here is how you can get in touch with support.

 

1)Click on this link – www.hp.com/contacthp/

2)Select the product type.

3)Enter the serial number of your device or select let HP detect your product option.

4)Select the country from the drop-down.

5)You should see the HP phone support number or Chat option listed.

 

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

 

Cheers!

Stay Home – Stay Safe

The_Fossette
I am an HP Employee

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