older generation cartridge

[kirk_i]

i own my 7740 printer. I also own my genuine HP inks. Recently i changed 3 of the colour the cartridges and the printer became mute, I still have more genuine ink in my stock - all of it is newer than my 4 year old printer, yet it says "OLDER GENERATION CARTRIDGES INSTALLED, contact HP Customer Support".Dear HP - umm, not sure how it became your jurisdiction to control what i own, plus it seems what HP ink i still have in stock - but please, someone in tech support contact me to get my printer working again as i would expect it to, every day of the week. Please also reflect feedback to your senior management that this type of "control" makes me question why i've been a HP customer, having purchased quite a few different products over the past decade or so. Anyway, i am just a minion in the market, don't mean to take it out on the support team, so i'd appreciate any direct communication from you, to get my printer functioning again with the remaining ink that i have in the machine plus what i have on the shelf. Thank you

[kirk_i]

Hello, seeking any available Customer Support Technician please

Four days ago i posted my problem with genuine HP ink (above) - in the meantime i was hoping for a reply online from a HP Representative accordingly, as i remain at a standstill

Please advise how to address the OLDER GENERATION CARTRIDGES message that has disabled my printer, with genuine HP inks having just been installed, that are actually date-stamped and newer than the 7740 printer itself

thank you

[Betty0610]

@kirk_i

Welcome to the HP Support Community.

• 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! 

[kirk_i]

Thank you for getting back to me.

I received a direct email with your reply, and of course can also see your reply on this forum.

However, there is no Direct Message - i've clicked on the envelope icon, and also via the link in your reply - there is nothing on the landing page except for "No Messages" notice

Please let me know what to do next

[kirk_i]

Hello, anyone from the HP Support team please...i previously replied to a DM with photos of my ink cartridge stock. It is now another 5 days without a reply - please advise what i can do next to get my printer working again, with my HP ink. Thank you

[kirk_i]

Please, HP Tech Support - it is more then 3 weeks since i started sharing my product usage issue with you - please confirm that you can provide a solution, with all of the questions that i have candidly responded to via DM, in which i have indicated that i have always been using and stocking HP genuine products - but suddenly i could not use my printer since mid-July. I am not sure what else i can do, or information that i can provide to you, to get my printer and current ink working again. Thank you

[kirk_i]

sent 08-07-2022 05:49 AM

Please, HP Tech Support - it is more then 3 weeks since i started sharing my product usage issue with you - please confirm that you can provide a solution, with all of the questions that i have candidly responded to via DM, in which i have indicated that i have always been using and stocking HP genuine products - but suddenly i could not use my printer since mid-July. I am not sure what else i can do, or information that i can provide to you, to get my printer and current ink working again. Thank you

[kirk_i]

@Betty610

Please, HP Tech Support - it is more than 3 weeks since i started sharing my product usage issue with you - please confirm that you can provide a solution, with all of the questions that i have candidly responded to via DM, in which i have indicated that i have always been using and stocking HP genuine products - but suddenly i could not use my printer since mid-July. I am not sure what else i can do, or information that i can provide to you, to get my printer and current ink working again. Thank you

[kirk_i]

@Betty0610

Please, HP Tech Support - it is more than 3 weeks since i started sharing my product usage issue with you - please confirm that you can provide a solution, with all of the questions that i have candidly responded to via DM, in which i have indicated that i have always been using and stocking HP genuine products - but suddenly i could not use my printer since mid-July. I am not sure what else i can do, or information that i can provide to you, to get my printer and current ink working again. Thank you

[Bob_Headrick]

HP changed the design of the cartridges used in your printer and updated the firmware to reject the old generation cartridges.  See the document here for information.

HP should replace any genuine HP cartridges that are giving the Old Generation Cartridge error.

I will ask (again) to have your case escalated.