Official cartridge fitted weeks ago, now showing error that it's been blocked as non HP

[martynalls]

I purchased and fitted a few weeks ago a full pack of 963 cartridges.  All 3 colour and a black XL.  Has been working fine until this week when an error has come up showing it's blocked the black cartridge as it's not an official HP one, but it clearly is and has been working fine. I've tried all the support options but nothing is working. any ideas?

[Hawks_Eye]

Hi @martynalls 

Welcome to the HP Support Community! We're here to help you get back up and running.

I understand how frustrating it must feel to see your genuine HP 963 cartridge suddenly blocked after working fine for weeks. Thank you for already trying the available support options—that effort is appreciated. 

Let’s walk through a clear set of steps to refresh the printer and help it recognize the cartridge properly.

 

Step 1: Power Cycle the Printer

• Keep the printer powered on.
• Disconnect the power cable from the rear of the printer and from the wall outlet.
• Wait for at least 60 seconds.
• Reconnect the cable directly to a wall outlet (avoid surge protectors).
• Power the printer back on.

 

Step 2: Reseat the Cartridge

• Open the cartridge access door.
• Carefully remove the black XL cartridge.
• Inspect the electrical contacts on the cartridge and inside the printer for any dust or ink residue.
• Gently wipe the contacts with a lint‑free cloth slightly dampened with distilled water.
• Allow them to dry fully, then reinstall the cartridge firmly into its slot.

 

Step 3: Update Printer Firmware

• On the printer’s control panel, go to Setup > Printer Maintenance > Update the Printer.
• Alternatively, update via Windows:
  • Open the HP App or HP Support Assistant.
  • Check for firmware updates and install if available.
• Guide: HP Printers - Updating or Upgrading Printer Firmware

 

Step 4: Run Printer Diagnostics

• Use the HP App on Windows to run a diagnostic check.
• Add your printer in the app, then select Troubleshoot > Print Quality or Cartridge Issues.
• Follow the on‑screen instructions to clear any cartridge recognition errors.

 

Step 5: Test Printing

• After reseating and updating, try printing a test page.
• If the error clears, the cartridge should function normally again.

By refreshing the printer, reseating the cartridge, and updating firmware, you give the system a clean slate to recognize your official HP cartridge correctly. 

If my response helped, please mark it as an Accepted Solution! ✅ It helps others and spreads support. 💙 Also, tapping "Yes" on "Was this reply helpful?" makes a big difference! Thanks! 😊

Take care, and have an amazing day!

Regards, 

Hawks_Eye