used or counterfeit cartridge detected

[ayongtom]

Inherited this HP 5740 after couple years of non use, replaced the old black ink with new HP cartridge.   Unable to print. Had various messages:   "Paper out"--it is full.       "Not connected"    it is connected to the same wifi network as my laptop

    "Ink low".   New black cartridge is full.     "counterfeit. detected"  both cartridges are legit HP, the color cartridge is old, I am using only B&W printing.

I'm finally able to print after declaring I wanted to proceed as is, but am annoyed that there are so many erroneous messages and the whole topic of "counterfeit" and interruption of printer functionality. No more HP in my life!!!!!! 

[Raj_05]

Hi @ayongtom,

Welcome to HP Support Community.

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

It sounds like you're facing a frustrating situation with your HP OfficeJet 5740 printer. Here are some steps you can take to address the issues you mentioned.

Check Cartridge Installation

• Remove and Reinsert Cartridges: Turn off the printer, remove both the black and color cartridges, and then reinsert them securely. Make sure you hear a click when they are in place.
• Clean Cartridge Contacts: Use a soft, lint-free cloth to gently wipe the gold contacts on both the cartridges and inside the printer. This can help improve connectivity.

Firmware Update

• Check for any firmware updates for your printer. Sometimes, an outdated firmware version can cause compatibility issues with cartridges.
• You can do this through the HP Smart app or by visiting the HP support website.

Reset the Printer

• Soft Reset: Turn off the printer, unplug it from the power source, wait for about a minute, and then plug it back in and turn it on.
• Factory Reset: If the issues persist, you can perform a factory reset (consult the printer's manual for specific instructions).

Use Genuine HP Cartridges

• Ensure that you are using genuine HP cartridges. If the color cartridge is older, it might be worth replacing it with a new one, especially if it's causing issues.
• If you are confident the cartridges are legitimate but the error persists, you might want to contact HP support for further assistance.

Network Connection

• Since you are receiving a "Not Connected" message, ensure the printer is properly connected to your Wi-Fi network. You can check the network status on the printer’s control panel.
• You might also want to try reconnecting the printer to your Wi-Fi network.

Check Print Settings

• Ensure that your print settings are correct and that you are set to print in black and white.
• Make sure your laptop is set to use the HP OfficeJet 5740 as the default printer.

[Raj_05]

Troubleshoot Errors

• Use the HP Print and Scan Doctor tool, which can help diagnose and fix printing issues.
• If the "Counterfeit cartridge detected" message continues to appear despite using genuine cartridges, note it may be a compatibility issue. HP's support can sometimes override these warnings.

By following these steps, you should be able to resolve the erroneous messages and improve the functionality of your printer.

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