New cartridge is "an older cartridge"

[Evanio23]

Hi, I've installed new cartridges but the error message is "the indicated cartridge is an older generation cartridge that does not work in your printer. It can still be used with some older printer models". The cartridge is the exact right type and newer that the one that was already in. Other posts say that it needs a firmware downgrade? I've tried factory reset.

[Raj_05]

Hi @Evanio23,

Welcome to HP Support Community.  

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

If your HP printer is displaying an error message indicating that a new cartridge is "an older cartridge," it typically means that the printer is not detecting the new cartridge properly. This error can occur for a variety of reasons, such as a defective cartridge, a dirty cartridge chip or contacts, or a firmware issue with the printer.

To resolve this error, you can try the following steps:

• Remove the new cartridge from the printer and inspect it for any damage or defects. If you find any issues, replace the cartridge with a new one.
• Clean the cartridge chip and contacts with a soft, lint-free cloth to remove any dust or debris.
• Turn off the printer and unplug it from the power source for at least 60 seconds. Then, plug it back in and turn it on.
• Install the new cartridge again and check if the error message has disappeared. 

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

[Evanio23]

Hi, the cartridge is new out of the box. I've cleaned it, factory reset the printer, turned it off and back on, reseated it, cleaned it. It's the same for the whole suite of new cartridges that are just out the box too. There is no sign of damage. The cartridges are the same model number. Gone through every permutation but I don't know how to reset the firmware?

Thanks,

David

[Raj_05]

Hi @Evanio23,

Thank you for your response, 

I would request you contact our HP Support and our Support Engineers should be able to sort this out. HP Support can be reached by clicking on the following link.

https://www.hp.com/contacthp/

Please feel free to contact us here anytime you need any further assistance.

Have a great day!

Alden4
HP Support

[SofiaML]

Hi there,

More information and troubleshootings can be found at the links below:

https://support.hp.com/us-en/document/c02534494#:~:text=The%20ink%20cartridge%20you%20are,Cartridge%....

https://support.hp.com/us-en/document/ish_2453821-1839525-16

https://support.hp.com/us-en/document/ish_1776648-1643972-16#:~:text=On%20the%20control%20panel%2C%2...

Regards,
SofiaML

[Bob_Headrick]

HP changed the design of the cartridges used in your printer and updated the firmware to reject the old-generation cartridges.  See the document here for information.

In my opinion, HP should replace any genuine HP cartridges that are giving the Old Generation Cartridge error.

[sandytechy20]

@Evanio23 

We require information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

If you are unfamiliar with how the Community's private message capability works, you can learn about that here.

Thank you for visiting the HP Support Community.