why is my printer telling me that my HP certified cartridges are an older generation?

[HollySL]

I spent $100's on HP certified print cartridges for my HP Office Jet pro 8720, it refuses to use them, says they are old generation cartridge and does not work on my printer. Yet I bought them with the promise they would. I have not changed or upgraded my printer and it works just fine. Why should I have to now repurchase "current" cartridges? All HP wants to do is sell me new cartridges. Has anyone been able to trade in old gen cartridges for new gen cartridges? 

[Raj_05]

Hi @HollySL,

Welcome to HP Support Community.  

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

There could be a few reasons why your HP printer is displaying a message indicating that your HP-certified cartridges are an older generation. Here are a few possibilities.

• Firmware Update: Sometimes, printer HP release firmware updates that may introduce changes in how the printer interacts with ink cartridges. It's possible that a recent firmware update on your HP printer is causing it to display this message. In such cases, the printer may be designed to recognize only the latest generation of cartridges.
• Compatibility Issue: While HP printers are generally designed to work with HP-certified cartridges, there can still be compatibility issues. It's possible that the particular cartridges you have, even if they are HP certified, may not be fully compatible with your printer model or the firmware version you're using. Incompatibilities can arise if the cartridges are from an older production batch or if they are meant for a different printer model.
• Counterfeit Cartridges: Unfortunately, counterfeit ink cartridges are not uncommon in the market. It's possible that the cartridges you have, even if they appear to be HP certified, are not genuine and the printer is detecting this. Counterfeit cartridges may not have the latest generation technology or may not meet the quality standards of genuine HP cartridges.
• To resolve the issue, you can try the following steps:
• Update Firmware: Check if there are any firmware updates available for your HP printer. Visit the official HP website, enter your printer model, and look for any available firmware updates. Install the latest firmware and see if the issue persists.
• Verify Cartridge Compatibility: Ensure that the cartridges you have are compatible with your printer model and the firmware version you're using. Check the packaging and labels on the cartridges to confirm that they are genuine HP cartridges meant for your specific printer model.
• Clean Cartridge Contacts: Sometimes, a poor connection between the cartridges and the printer's electrical contacts can cause detection issues. Remove the cartridges from the printer and gently wipe the electrical contacts on both the cartridges and the printer with a lint-free cloth. Reinsert the cartridges properly and see if the issue is resolved.

I hope this helps. 
 

Take care and have a good day.

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Alden4
HP Support 

[BethDawn]

The "firmware doesn't support older cartridges" is not an acceptable response.  If the cartridge is designed for the printer, it should work regardless.  These cartridges are way to expensive to just throw out because HP has decided to update firmware - not the working components, but it appears the firmware is rejecting the cartridge because it wants to sell more cartridges.  My instinct is to buy  a new printer from a different company that doesn't waste its customers money.

[HollySL]

I just saw this Alden4 after I replied to your other email.

Let me respond:

The cartridges that don't work were produced in 2019 and 2020. I did load a 2021 cartridge and the printer is working just fine. These cartridges were all purchased from Office Depot and are certified HP cartridges.  That is not the problem.

Tomorrow I will go to the HP site and try to find if there are any firmware updates however I do not want the current cartridges to keep working 🙂 I will let you know how it goes

I just need HP to swap out the 2019 and 2020 cartridges for current cartridges and not force me to purchase them all again. 

Thanks,

Holly