HP OfficeJet Pro 6978 won't use generic cartridges after firmware update

[ThomasB2]

After a recent firmware update my OfficeJet Pro 6978 will no longer use the generic ink cartridges I had purchased.  The printer had generic cartridges in it when the update was applied so it wasn't until those cartridges ran out that I noticed the issue.  Is there any way to downgrade the firmware or is this the last HP printer I will ever purchase in my lifetime?

[TEJ1602]

@ThomasB2, Welcome to HP Support Community!

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[ThomasB2]

UPDATE: After posting my concerns an HP representative contacted me and had the following response:

"Hello Thomas,

HP is working on a firmware update that should address the cartridge problem you are experiencing.  When the update is available you can download the latest firmware from our support site, (https://support.hp.com/us-en/drivers) or if your printer is set to auto-update, it will receive the updated firmware automatically."

I explained to them that I can wait (who knows how long) for the firmware update or I can buy new HP cartridges (in lieu of the generic ones I already had).  At any rate my printer would be a paper weight until I did one of those two choices.  They responded by helping me get some HP cartridges while they get the firmware updated.  

That was in June, well here it is November and a new update has been provided.  I guess they are still working on accepting generic print cartridges in another firmware because the new update disables the generic cartridges too!  I would like to downgrade my firmware ( two versions now) so that I can use generic cartridges.  I fully accept the security risk ( since HP states that not accepting genuine HP cartridges is a security risk)  I will not accept the excuse that it can not be downgraded.  I'm an electrical engineer and I know that it can be done. 

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[Kat7777]

Please help I am having the same identical problem.  So far no one has gotten back to me.  We have 3 of these printers in our office and they are effectively dead weights right now. 

Thank you

Kat

[ThomasB2]

Hi Kat,

I wish I had better news.  After several conversations with admins in this forum I was finally told that if the things that we tried didn't work I needed to call an HP technical specialist, that was 11/18/2019.  I was tired of dealing with it by then and since Thanksgiving was coming up I kinda put it on the back burner. I'm going to call the specialist this week when I get a chance but the best advice I can give you is to check out the website that the admins gave me to see if your model is one of the ones that has a firmware that will allow 3rd party ink. 

The website is:

https://support.hp.com/us-en/document/c05308850?jumpid=reg_r1002_usen_c-001_title_r0001

I tried the things that the website suggested but it wants you to download the latest firmware and the installation app for the firmware tells me that the firmware version on the website is not applicable to my printer.

If I get any more news I'll post.  Thanks and good luck!

[ThomasB2 · Accepted solution]

UPDATE2: After several conversations with admins in this forum I was told that my printer was listed as a printer that qualified for the firmware that allowed the disable of the "dynamic security" feature of the printer. Unfortunately, if the person actually read the article they would know that the firmware was only for printers manufactured before Dec. 2016.  My printer was manufactured March 1217 so no dice. 

On 12/31/2019 I decided to follow the admins advice and call HP to see if there was anything I could do.  On the first call I waited 15 minutes before I finally got a tech on the phone.  After explaining the whole story to the tech I received a busy tone on the phone.  Uh .....  maybe we got cut off.  I called back and after a much shorter wait I  talked to another tech who was very knowledgeable and had a candid conversation with me.  I explained the whole story and at that point I was told that my printer was manufactured March 2017 and there was nothing I could do about it.  I had so much respect for this tech that I thanked very much for the truth.  I will use this printer until the Genuine HP cartridges run out of ink and I will never buy another HP product in my life. 

If I have any advice to give prospective HP customers it's be aware that even if you are delighted with your product, that can all change with one firmware update, turn off updates!!  

If I have any advice to give HP, it would be that it's apparent that HP makes most of it's money on the ink and not the printer but I believe they have missed an important point, most people would spend more money for a printer if the ink cartridges were reasonable. HP states that the reason for the "dynamic security" feature is " to protect HP’s innovations and intellectual property, maintain the integrity of our printing systems, ensure the best customer printing experience, and protect customers from counterfeit and third-party ink cartridges that do not contain an original HP security chip and infringe HP's intellectual property."  Well if I buy a terrible third party ink cartridge and it destroys my printer I'll buy another HP printer but if they disable my choice to use what ever ink cartridge I like, AFTER the printer has been using generic cartridges then that company is has no integrity.  If they truly thought the dynamic security feature was important and would be embraced by customers put it in the advertising of their new printers on the front of the box and explain that this printer will only use genuine HP cartridges and see how sales go.  If anyone has comments to this post please comment.  Thank you.

[bamaland]

Dumb question, but how do I know if my printer has the latest update and how do I know when my printer was manufactures? My printer won't take generic ink.

[ThomasB2]

I'm not sure about the manufacture date. I searched a good bit to find the manufacture date of mine and it seemed that every webpage I went to didn't seem to fit the format of my serial number.  The only way I was able to get a definitive answer was to call HP.  As far as the update goes, the embedded web server is probably by far the best way to get printer information besides the front panel of the printer.  If your printer is connected to your network and has a network IP address you can just point your web browser to that IP address to access it.  The printer webpage has a link in the page to check for the latest firmware.  It also has your printers serial number, product number and more.  If you decide to call HP the number is 1-800-HP-INVENT (1-800-474-6836).  The techs there are actually nice.

[dboeff]

Thanks for the update on your journey Thomas. I too have the same problem and was hoping that they would fix the issue.

In addition since I don't print a lot of color the print heads clog up and I have to clean them with solvent.  I called hp once about the issue and they sent me new ink cartridges for a clogging issue.  This is my last HP product.

[Troysram]

I'm with you, hp just lost a good customer because of a firmware update...