"Older Generation Cartridge" Error

[Graychase]

I am having the exact same issue as so many other people posting here. I have an older model device (OfficeJet Pro 8720) and I am using genuine HP ink cartridges, the exact ones required for my model (952XL), and the same ones I've been using since I acquired the device. A few days ago, I had to replace the Yellow (Y) and Cyan (C) cartridges. The printer acknowledges the Cyan, but says the Y is an "older cartridge" and can only be used on older models and to contact customer support "if I don't have an older model".  My printer *is* an older model and this is the exact cartridge it needs, but I am blocked from using it because it won't accept the Y cartridge. I've spent several hours working my way through trouble-shooting suggestions offered by the virtual assistant, but it's a dead-end. Is there truly nothing we can do? I am beyond my warranty date, and I do not wish to pay for a support plan to solve a problem that HP seems to have created in order to make us buy more ink? And it seems so wasteful and unnecessarily expensive to retire a perfectly good device--with two new authentic HP expensive ink cartridges in it! What are we supposed to do? Does HP have any solution for us? There must be some way to convince my printer that it has received the right ink for both cartridges, especially since it recognizes one of them and they are identical, genuine HP products, that should fit this device, and which were purchased at the same time...please help?

[Valsimot]

Check the expiration date on Y cartridge, if expired it will not work. Replace it with a fresh one that expires in at least 2024 or 2025.

[Bob_Headrick]

HP changed the design of the cartridges used in your printer in 2019 and in 2020 updated the firmware to reject the old generation cartridges installed in the printer after December 1, 2020.  See the document here for information.  

I would suggest contacting HP Support and requesting a replacement if the cartridges are genuine HP. HP Cartridges with end-of-warranty dates of February 2021 or later should work in your printer.

[smilie831]

I can't seem to get a hold of an actual representative. Any advice there? Ever since this new firmware was updated, they have essentially screwed us. My cartridges are genuine 902s for a 6900 series but getting the same error. If HP expects me to buy another cartridge I will simply go with a new brand of printer. When I purchase a printer I buy quite a few cartridges to have on hand. Currently I have 5 more complete packs and none of them work now.  I refuse to support a company that activily forces their customers to spend money that isn't necessary to spend. This just might be the final straw. 

I understand you don't work for HP and sorry for that turning into a rant. I appreciate your knowledge on the subject Mr. Headrick. Your response is the most helpful answer I have found thus far. Thank you!

[Clarinda446]

I have two 952XL cartridges, purchased for around $100 that are just not good anymore?  If the only answer provided is “buy new cartridges,”. I will instead buy a new Eason printer that doesn’t take cartridges.  How could I ever guarantee this won’t happen again with HP? I have two of these large printers that will now end up clogging landfills, because of clearly planned obsolescence.  Shame on HP.

[Bob_Headrick]

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@smilie831 wrote:

I can't seem to get a hold of an actual representative. Any advice there? Ever since this new firmware was updated, they have essentially screwed us. My cartridges are genuine 902s for a 6900 series but getting the same error. If HP expects me to buy another cartridge I will simply go with a new brand of printer. When I purchase a printer I buy quite a few cartridges to have on hand. Currently I have 5 more complete packs and none of them work now. [snip]

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@smilie831 -  I have asked to have your case escalated.  I would expect a support agent from HP will contact you in the thread here and then follow up in a private message.

[Rainbow23]

Hi @smilie831,

Welcome to the HP Support Community. 

This issue might require one on one interaction to fix it.

I've sent you a private message with the steps to talk to HP Support. 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

Take care and have a great day ahead!