I have genuine HP cartridges in my HP OfficeJet Pro 9015e printer but cannot print

[CEB7]

I have genuine HP ink cartridges installed in my HP OfficeJet Pro 9015e printer.  I cannot print because a message pops up saying one of my ink cartridges is not genuine.  I reset the printer then another message popped up saying a different ink cartridge (not the orignal color) was not genuine.  I also tried to take out and reinsert the falsely designated cartridges.  Nothing works.  I cannot run the "Printer Maintenance" and printhead cleaning function because the printer will not print out the test pages due to the false statement that my ink cartridges are not genuine HP cartridges.

[Max3Aj]

Hi @CEB7, Welcome to HP Support Community. 👋

Thank you for posting your query, I will be glad to help you. 

It sounds like your printer 🖨️is having a bit of a disagreement with your genuine HP cartridges, mistakenly thinking they're imposters. Let's try a few things to smooth things over:

1. Power Cycle the Printer

1. Turn off the printer and unplug it from the power source.
2. Wait for about 5 minutes.
3. Plug it back in and turn it on.

2. Clean the Cartridge Contacts

1. Turn on the printer.
2. Open the cartridge access door.
3. Remove all ink cartridges.
4. Use a lint-free cloth slightly dampened with distilled water to gently clean the electrical contacts on the cartridges and inside the printer.
5. Let the contacts dry completely before reinserting the cartridges.

3. Update the Printer Firmware

1. Since this issue might be caused by outdated firmware, update it:
   • Go to HP Support (support.hp.com) and check for firmware updates.
   • If the printer is online, you can update the firmware directly via the HP Smart App or the printer’s control panel:
     • Printer Panel: Tap Setup (⚙️) > Printer Maintenance > Update the Printer.

4. Disable Cartridge Protection

If you previously used HP Instant Ink or enabled "Cartridge Protection," this could cause issues.

1. Open HP Smart App or access the printer’s Embedded Web Server (EWS):
   • Type your printer’s IP address into a web browser (find it via Setup > Network Settings).
2. Go to Settings > Printer Security > Cartridge Protection.
3. If enabled, disable it and restart the printer.

5. Try Different Cartridges

• If possible, test with another set of HP genuine cartridges.
• If the issue persists, this might indicate a firmware bug.

6. Reset to Factory Defaults

1. On the printer control panel, tap Setup (⚙️) > Printer Maintenance > Restore Defaults.
2. Choose Restore Factory Defaults and confirm.

I hope this helps. 

Take care and have a good day. 🙂

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping! 

Max3Aj

HP Support