Printer is offline, changed black toner, used or counterfeit cartridge message appears.

[Paultski]

I have a HP Color LaserJet MFP M182nw printer. Message said black ink very low. I replaced the black ink cartridge and then message read, " used or counterfeit cartridges" . The level of black shows very low even with the new cartridge installed. I have unplugged the printer cord as well as from the wall outlet - waited over a minute and still received the same message. Printer is "offline".  I am using a 2 year old MacBook Pro, Safari browser, MacOS Sequoia 15.2.  I appreciate any support you can offer. 

[Raj_05]

Hi @Paultski,

Welcome to HP Support Community.

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

The issue you're experiencing with your HP Color LaserJet MFP M182nw printer may stem from a compatibility or recognition problem with the replacement toner cartridge. Here's a step-by-step guide to help resolve it.

Check Cartridge Compatibility

1. Ensure the replacement black toner cartridge is compatible with your printer. The correct cartridge for the HP Color LaserJet MFP M182nw is HP 215A or HP 215X.
2. Verify that it is a genuine HP cartridge. If you're using a third-party or remanufactured cartridge, it might trigger the "used or counterfeit cartridges" message.

Reset the Printer

You've already unplugged and reconnected the printer, but let's try a more thorough reset:

1. Turn off the printer and unplug it.
2. Remove the new cartridge.
3. Wait for about 2-3 minutes.
4. Reinstall the cartridge securely and ensure there’s no protective tape or packaging left on the cartridge.
5. Plug in and turn on the printer.

Update Printer Firmware

An outdated printer firmware could cause recognition issues. Update the firmware:

1. Visit the HP Software and Driver Downloads page for your printer model.
2. Download and install the latest firmware for your printer using your MacBook Pro.
3. Follow the on-screen instructions to complete the update.

Reset Supplies Settings

Resetting the printer’s settings to allow the use of non-HP cartridges might help:

1. On the printer's control panel, navigate to Setup > Service > Restore Defaults.
2. After resetting, reconfigure the printer settings and reconnect to your network.

Resolve Offline Status

To bring the printer online:

1. On your MacBook Pro:
   • Go to System Preferences > Printers & Scanners.
   • Select your printer and click Open Print Queue.
   • If the printer shows "Paused," click Resume.
2. Remove and re-add the printer:
   • Click the - button to remove the printer.
   • Click the + button to add it back.
3. Make sure the printer is connected to the correct WiFi network.

[Raj_05]

Troubleshoot HP Smart App

1. Open the HP Smart App on your MacBook or install it from the Mac App Store.
2. Add the printer to the app and check the status.
3. Run the "Printer Diagnostics" tool within the app.

I hope this helps.

Take care and have a good day.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

Alden4

HP Support 

[Paultski]

Thank you for your suggestions. I have followed your instructions and still receive the message "printer is offline". I'm at a loss of what to do next and trust you can assist me. I work from home and have need of a printer everyday. Thank you for taking an interest to resolve my case.