why is my printer not working

[Stephanie0]

Suddenly my printer says my color ink is empty and that the ink is counterfeit. I just purchased a new four pack and it's saying the same thing.   

[Raj_05]

Hi @Stephanie0,

Welcome to HP Support Community.

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

The issue you're describing could be due to several factors, including a problem with the ink cartridges, the printer's firmware, or the way the cartridges are installed. Here are some steps to troubleshoot and resolve the issue.

Check Cartridge Compatibility

• Ensure Compatibility: Confirm that the ink cartridges you purchased are compatible with your printer model.
• Genuine HP Ink: Verify that the cartridges are genuine HP products. Counterfeit or third-party cartridges may trigger warnings.

Inspect the Ink Cartridges

• Remove and Reinstall: Take out the cartridges and carefully reinstall them to ensure they're seated properly.
• Inspect Contacts: Check the electrical contacts on the cartridges and in the printer for dirt or damage. Gently clean them with a lint-free cloth and isopropyl alcohol if needed.
• Protective Tape: Ensure that any protective tape or covers on the cartridges have been removed.

Update Printer Firmware

• Check for Updates: Outdated firmware may misidentify cartridges as counterfeit. Update your printer's firmware through the HP support website or the printer's control panel.

Perform a Printer Reset

• Power Cycle:
  1. Turn off the printer and unplug it from the power source.
  2. Wait for 1-2 minutes.
  3. Plug it back in and turn it on.

Disable Cartridge Protection

• HP printers may have a cartridge protection setting that prevents non-genuine or refilled cartridges from working.
  • Open the HP Smart App or go to the printer's embedded web server.
  • Navigate to Settings > Cartridge Protection and disable this option.

Run a Diagnostic or Alignment

• Use the printer's control panel or software to run a cartridge diagnostic or alignment process. This can help detect and resolve cartridge-related issues.

I hope this helps.

Take care and have a good day.

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Alden4

HP Support