Non-HP chip

[jburt1130]

I have installed HP printer cartridges (#962) bought at Office Depot/Office Max and installed on 7/28/2025.  (HP OfficeJet Pro 9010 series [F799B8] Product # 1G5L3A) They have worked perfectly until this week when we received a message saying “non-HP chip”.  Any known solutions for this dilemma?

[VikramTheGreat]

Hi @jburt1130,

Welcome to the HP Support Community.
 

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

Thank you for reaching out. The message “Non-HP chip” on your HP OfficeJet Pro 9010 series printer typically indicates that the printer cannot authenticate the cartridge chip. Here’s what you can do:

1. Verify Cartridge Authenticity

• Ensure the cartridges are genuine HP 962 cartridges. Look for the HP security seal and hologram on the packaging.
• If you suspect counterfeit cartridges, visit HP Cartridge Authentication.

2. Clean Cartridge and Printer Contacts

• Turn off the printer and unplug it.
• Remove the affected cartridge.
• Gently clean the gold contacts on the cartridge and inside the printer with a lint-free cloth slightly dampened with distilled water.
• Let it dry, reinsert the cartridge, and power the printer back on.

3. Update Printer Firmware

• Outdated firmware can cause chip recognition issues.
• Go to HP app → Printer Settings → Advanced Settings → Printer Update, or download the latest firmware from HP OfficeJet Pro 9010 All-in-One Printer series | HP® Support.

4. Check HP+ or Instant Ink Enrollment

• If your printer is enrolled in HP+ or Instant Ink, only cartridges linked to your subscription will work.
• Sign in to your HP account and confirm your subscription status.

5. Reset the Printer

• Perform a power reset: Turn off the printer, unplug it for 60 seconds, then reconnect and restart.
• If the issue persists, a semi-full reset may be required (HP Support can guide you through this).

6. If the Problem Continues

• Try another genuine HP 962 cartridge to rule out a defective one.
• If the error remains, contact HP Support for warranty service or cartridge replacement.

I hope this helps.

Take care and have an amazing day!
 

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Regards,

VikramTheGreat