error "older generation cartridge" with HP 8720 printer and HP-branded new ink

[TC2614]

HP OfficeJet Pro 8720 All-In-One Printer

After installing a new HP-branded 952XL cartridge, I now get an error message for "Older Generation Cartridge" and my printer will not print.  The new cartridge is the same as the empty one I took out: they came from the same two-pack of HP cartridges.  I have tried another HP cartridge I have on hand and gotten the same error.  I used the HP Virtual Assistant to go through *all* the troubleshooting steps suggested, and nothing worked.  So what do I do to fix this problem?   Thanks

[Treeko]

Hi @TC2614 

Welcome to HP Support Community. 

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

I see that you are facing cartridge issues with HP OfficeJet Pro 8720 All-In-One Printer.

Request you to update printer firmware. Kindly refer to the steps on this link and let me know if that fixes the issue.

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!

I hope this helps.

Take care and have a good day.

Treeko

HP Support

[TC2614]

Thanks, but this solution did not help.  The firmware is already updated/current.  I used the Smart App to check for firmware updates, and no new updates are available.

[Treeko]

Hi @TC2614 

Thank you for confirming.

Please refer to this link and check if the ink cartridges installed are within the expiry date. If not, the ink cartridges need to be replaced with new ones.

I hope this helps.
Take care and have a good day.

Treeko
HP Support

[TC2614]

Well, this is pretty frustrating as far as I am concerned.  Yes, the three HP cartridges in question are past the warranty date (I purchased two two-packs of cartridges from Costco last year; any receipts I had are long gone, so I don't expect that it would be possible to get refunds from Costco).  The recently emptied cartridge that worked JUST FINE had the same date.  It would seem that it is technologically possible for the three other cartridges to work just fine, but that HP has made some decision to push out a software update that prevents me from using the cartridges.  When it is time to buy a new printer, I will have every reason to buy a brand that is *not* HP.  The same applies to future computer purchases.

[Treeko]

Hi @TC2614 

It is advisable to use ink cartridges under warranty for seamless printing experience. 

For more information and assistance, please feel free to reach out to us.

Take care and have a good day.
 

Treeko
HP Support

[TC2614]

Have you bought HP cartridges before?  Do you know that the warranty date is not displayed on the outside of the package?  HP has lost this future customer.

[Treeko]

Hi @TC2614 

I can understand your concern.

I've sent you a private message with the instructions. In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name or simply click on this link

I hope this helps.
Take care and have a good day.

Treeko
HP Support