Not recognizing new HP toner cartridges

[tjtesse]

I am now on my 3 batch of toner cartridges from HP and my printer still recognizes them as non compatible.  Help

[Elohi_NR]

Hi @tjtesse,

Welcome to the HP Support Community. 

I'd be glad to help you! 

If your HP Color LaserJet Pro MFP M281cdw printer is not recognizing genuine HP toner cartridges and displaying them as "non-compatible," even after using multiple batches, the issue could be due to several factors such as firmware, cartridge chip problems, or settings. Here's how you can troubleshoot and potentially resolve this issue:

Ensure Cartridges Are Genuine HP Products:

• Verify that the toner cartridges are indeed genuine HP cartridges. Look for the HP security label on the packaging to ensure authenticity.
• Non-genuine or refilled cartridges might not be recognized correctly.

Power Cycle the Printer:

• Turn off the printer and unplug it from the power outlet.
• Wait for at least 60 seconds.
• Plug the printer back in and turn it on to see if the printer now recognizes the cartridges.

Check for Firmware Updates:

• HP regularly releases firmware updates that address compatibility issues with cartridges. Visit the HP Support website, find your printer model, and download the latest firmware.
• Install the update and restart the printer.

Clean the Cartridge Contacts:

• Turn off the printer and remove the toner cartridges.
• Use a clean, lint-free cloth to gently clean the gold-colored contact chip on each cartridge.
• Reinstall the cartridges and check if the printer recognizes them.

Reset the Printer to Factory Defaults:

• Resetting the printer might resolve any configuration or setting issues that are causing cartridge recognition problems.
• Go to Setup on the printer’s control panel.
• Navigate to Service > Restore Defaults.
• After the reset, the printer will restart, and you can try installing the cartridges again.

Please find the remaining steps in the next post.

Keep me posted for further assistance

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

[Elohi_NR]

Hi @tjtesse,

Please find the remaining steps below.

Disable Cartridge Protection:

• HP printers may have a feature called Cartridge Protection that locks cartridges to a specific printer. If cartridges from a different batch or another HP printer are installed, this feature might prevent recognition.
• From the printer control panel, go to Setup > Tools > HP Cartridge Protection.
• Disable Cartridge Protection and restart the printer.

Use HP Smart App or Web Interface for Diagnostics:

• Download the HP Smart app and use it to run diagnostics on the printer to identify cartridge-related issues.
• Alternatively, access the printer’s built-in web server (EWS) by typing the printer’s IP address in your browser and running diagnostics or resetting settings from there.

Check for Regional Cartridge Settings:

• Some HP printers have regional settings, and using cartridges meant for a different region can result in compatibility issues. If you've moved or ordered cartridges from a different region, the printer may not recognize them.
• Contact HP Phone Support to verify if the region settings need to be adjusted.

If you have already tried multiple genuine cartridges and the issue persists, it may be necessary to have HP inspect the printer for possible hardware issues. contact HP Support for help, as there could be a hardware issue with the printer’s cartridge sensor or the chips on the cartridges.

Keep me posted for further assistance

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

[tjtesse]

Elohi_NR

I did what you told me and that did not work and now I think I have a bigger issue.  When I did the restart of the computer I now get and Error message on the Screen  "49 service error  Turn off and on" .  After that is turns itself of and restarts and gives me the same error over and over.  So now what.  My computer will not longer recognize the printer at all.  The printer will not communicate.

Help?

[Elohi_NR · Accepted solution]

Hi @tjtesse,

Thank you for performing the recommended steps, I see that it has not helped. 

If you have already performed these steps from this document, and still having issues, I recommend you contact phone support. 

For that to happen, we will give you additional instructions/information via Private Message.

Please check your inbox on the forums page for the private message.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.