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04-10-2020 12:33 AM
I am in graduate school, and have many assignments to complete. I have difficulty studying class documents online, so I must print them out in order to study them. For the last two days, my HP Envy Photo 7155 has been unable to print my homework assignments. The printer display reads: "Remove and reinstall the indicated cartridge, making sure it is correctly installed." I have tried all of the below fixes:
(1) I cleaned the cartridges and the metal connector points inside the printer.
(2) I removed and reinserted the cartridges.
(3) I reset the printer.
(4) I checked for new printer updates; my firmware is updated.
(5) I downloaded and ran the HP Print and Scan Doctor.
(6) I troubleshooted with the HP Smart application.
(7) I turned off the printer, unplugged it, and pressed down on the power button for ten seconds.
(8) I tried getting help from a virtual agent
(9) I reported my problem to HP and received a case number (5046508348)
My last Windows 10 update was the February 25, 2020-KB4538156 Cumulative Update for .NET Framework 3.5, 4.7.2 and 4.8. The update does not seem to have affected my HP Envy printer or the 64XL black cartridge.
My main problem lies in the time I have lost troubleshooting HP products. Over the past few years, I have invested many hours of my personal time trying to fix recurrent HP ink problems. The problems are chronic, and appear to be deeply ingrained within HP's business model. It would appear that HP either will not--or cannot--adapt a better business model. As troubleshooting HP ink products is grossly time-prohibitive, my Envy Photo 7155 will be the last HP printer I buy.
04-10-2020 01:02 AM
Are you able to print in single cartridge mode?
Please mark the post that solves your issue as "Accept as Solution".
I am a volunteer and do not work for HP.
04-11-2020 12:45 AM
I’ve done some research. It appears that an anti-counterfeit portion of the latest HP firmware has mistakenly disabled my genuine HP ink cartridge. As one website states:
“If you are seeing an error message that says one of the following, you have probably been affected by a firmware update (especially if it suddenly pops up for all cartridges at once):
“Cartridge problem : One or more of the cartridges may be missing or damaged
“Cartridge problem : Remove and reinstall the indicated cartridges
“Often, a set of cartridges will be working perfectly well one day, and have this error the next. Essentially, HP have sent some data to your printer that has broken its ability to talk to the cartridges.”
Basically, I’m collateral damage in HP’s battle against counterfeit ink manufacturers.
I’m still waiting for my service ticket email response from HP. Once I receive it, I’ll post it here.
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