Printer cartridges

[justinso]

• What can you do when your printer stops printing authentic hp printer cartridges with an accompanying error message that the cartridges are not hp products? I bought new hp cartridges from Walmart and tried them and am still getting the same error and the hp software is updated. Unplugging and resetting has had no effect. Thx.
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[Sneha_01]

Hi @justinso,

Welcome to HP Support Community.

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

When your HP printer stops recognizing authentic HP cartridges and gives an error message indicating they are not HP products, there are several steps you can take to troubleshoot and potentially resolve the issue:

Check Cartridge Authenticity:

• Verify that the cartridges you bought are genuine HP products. Check the packaging and look for security labels. You can use HP’s online tool to verify the authenticity of your cartridges here.

Clean Cartridge Contacts:

• Turn off your printer and unplug it from the power source.
• Open the printer and remove the cartridges.
• Use a lint-free cloth slightly dampened with distilled water to gently clean the electrical contacts on the cartridges and the corresponding contacts inside the printer.
• Allow the contacts to dry completely before reinserting the cartridges.

Update Printer Firmware:

• Ensure your printer’s firmware is up to date. Go to the HP Support website, search for your printer model, and download and install any available firmware updates.

Reset the Printer:

• With the printer on, unplug the power cord from the back of the printer and the wall outlet.
• Wait 60 seconds.
• Plug the power cord back into the wall outlet and then into the printer.
• Turn on the printer and try again.

Disable Cartridge Protection:

• Some HP printers have a setting that can prevent third-party or refilled cartridges from working. Disabling this setting can sometimes resolve issues with genuine cartridges being falsely rejected.
• Access the printer settings via the HP Smart app or the printer’s built-in menu (refer to the printer manual for specific instructions).
• Look for a “Cartridge Protection” or similar setting and disable it.

Use HP Diagnostic Tools:

• HP provides diagnostic tools and utilities that can help identify and resolve issues with your printer. Visit the HP Support website and download the appropriate tool for your printer model.

I hope this helps.

Take care and have a good day.

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

Rachel571

HP Support