HP toner cartridge is being blocked for containing a non-hp chip

[Joedel55]

I installed a new HP toner cartridge purchased a day ago at Staples and I'm getting a message that it is being blocked for containing a non-HP chip.  It is an authentic toner cartridge and the firmware is up to date.  How can i get the printer to accept this cartridge? 

[RobbyJA]

Hello-

I had the same problem on my M180nw printer.  The issue is with the new firmware (I was at firmware dated October 2022).  If the toner is already installed, it seems to be OK with it (meaning, you don't get a random message on previously installed toner) but installing new genuine HP toner (and I also got mine at Staples although I don't think that's the issue), fails with the non-hp chip error.  I even deactivated "cartridge protection" but that didn't work. 

You can look up how to downgrade your firmware but  as I wanted to alert/confirm with HP that it was their firmware, I called.  1-800-762-3485.  I got through quickly (today is Saturday) and the support was very good.  The agent confirmed the problem was in the firmware (meaning, it's a known problem).  He connected to my PC and was able to quickly downgrade the firmware and disable automatic updates.  That worked and my printer is back with new toner and no issues.  I asked how long before HP released new and properly working firmware and his answer was that "it could be some time."  Not great and I told the agent that they will probably be bombarded with support calls and unhappy customers if this problem extends to their entire line of printers.