Older Generation Cartridge Issue

[RachelS7]

I have a OfficeJet Pro 7740, purchased October 2018.  We have genuine HP cartridges but on trying to use today the printer has refused them as it states they are 'older generation' and cannot be used on this printer. 

They are genuine, they are the right number (953) and they are dated they are dated June 2020 so not actually older than the printer at all.  So I can only think there has been a firmware update that is preventing them working (current Firmware is dated April 2021!)

Can i roll back the firmware to enable these to be used as I don't want to (and will be very unimpressed with HP) if i have to bin £80 worth of ink (we have a single K and a full XL set of K/C/Y/M - the latter set came with the printer at new).

Thanks.

[sandytechy20]

@RachelS7

Welcome to the HP Support Community! I’m here to help.

I understand you are not able to use the new replacement ink cartridges due to this error. Apologies for the inconvenience caused. To assist you better,

• What is the exact error message and where do you see this error?
• Are you sure this is an HP genuine ink cartridge?
• Validate this by clicking here - HP Anti-Counterfeit and Fraud (ACF) Program

If this is a genuine HP ink cartridge, I would need some information related to the ink cartridges and the printer which cannot be shared on a public post for security reasons.

I have sent you a private message, reply to the message with the required details.

In order to access your private messages, click the private message icon on the upper right corner of your HP Community profile, next to your profile Name or simply click on this link.

Keep me posted for further assistance.

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click on the YES button to reply that the response was helpful and/or to say “Thank You”.

Have a great day! 

[kevin2516]

Hello @Sandytech20

I have exactly the same issue as @RachelS7 - please provide as much information as possible or DM me to advise further actions (where I can find relevant cartridge information etc). 

[Jay_G24]

Hi @kevin2516,

Welcome to the HP Support Community

I'd like to help!

May I have the exact model name of the product? Refer to this document for steps to find the product details. Do not share any of your personal information such as serial, phone number, email ID, etc.

Keep me posted.