hp8710 older generation ink problem.

[ed48316]

I have an hp 8710 I am trying to replace depleted cartridges and the new one which are genuine hp will not work.  I am getting an older generation error.  From what I see a firmware update has restricted use of the hp cartridges before a certain date.  I am sitting on 3 XL cartridges brand new that no longer work.  this a $130 dollar issue.  HP  how do you replace these or fix my firmware.  

[Sneha_01]

HI @ed48316,

Welcome to HP Support Community.

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

After you install an ink cartridge if you get an older generation cartridge please follow the steps below:

• Please make sure you are using compatible HP cartridges.
• Please update the printer firmware.
  Sometimes updating the printer firmware helps. Please click here to update the printer firmware.

If the issue persists, Please replace the cartridges.

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!

Rachel571 

HP Support

[ed48316]

The new firmware is the issue.  it no longer allows older cartridges to be used

[Sneha_01]

Hi @ed48316 ,

We are sorry that the issue is not resolved when the above troubleshooting steps were performed.

This might require one-on-one interaction to fix the issue via remote assistance. 

Unfortunately, there are no further actions we can take through this channel. I recommend reaching out to our phone support for further assistance.

1. Click on this link -  https://support.hp.com/us-en

2. Select the country.

3. Enter the serial number of your device.

4. Select the country from the drop-down.

5. Click on "Show Options".

6. Fill out the web form. A case number and phone number will now populate for you.

Please feel free to contact us here anytime you need any further assistance.

Have a great day!

Rachel571 

HP Support