Officejet 6962 - Receiving incompatible cartridges when using "genuine hp cartridges"

[WindyCity991]

As others have experienced, I installed new "Genuine HP" cartridges in my 6962 Officejet and receive an "older generation cartridge" error, which stops printing. These are HP cartridges purchased from Costco within the last year (approximately $80). I understand HP in their infinite wisdom, has disabled use of "their own cartridges" with a recent firmware upgrade.  I need someone from HP Support to walk me through the firmware downgrade process!

[A_Gayathri]

Hi @WindyCity991,

Welcome to The HP Support Community.  

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

I understand you're experiencing compatibility issues with genuine HP cartridges. Firmware updates sometimes bring unintended consequences like this. 

Here are some steps you might consider:

• Check for Firmware Updates: Sometimes, newer firmware updates can resolve compatibility issues. Check if there's a newer firmware version available for your printer model. If so, updating to the latest version might help. Update the firmware on an HP printer
• Downgrade Firmware: If the compatibility issue arose after a recent firmware update, and you're certain it's causing the problem, you might consider downgrading the firmware. However, this process can be tricky and may void your warranty. HP Support can provide guidance on whether this is safe and how to do it properly.

Refer to this document:  HP OfficeJet 6962 All-in-One Printer User manual

HP printer ink cartridge issues including 'Incompatible', 'Missing', 'Failure' and enrollment errors

I hope this helps. 

Take care and have a good day.

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