Envy 110 - HP original cartridge not recognized by the printer after cleaning up

[ap1ril]

Good day,

I own a HP ENVY 110 (CQ809B - D411A) for personal use (low volume printing) since about 10 years.

I'm always using original HP cartridges brand new.

Due to low volume printing, some months ago my HP 300 black cartridge (with half level of ink still available) showed the typical signs of bad printing due to lack of usage so I did a clean up as per HP guidelines.

I reinstalled the cartridge after cleaning up and everything was fine, printing included.

Today due to low volume printing a new cleaning up was required to the same HP cartridge.

I did the same process as previously BUT this time when reinstalling the cartridge the printer comes up with the annoying message that the cartridge is not an HP original.

Of course I already tried the hard reset and it doesn't work.

I need support on this, thank you!

[Jay_G24]

Hi @ap1ril,

I'd like to help!

I understand you are receiving a cartridge error.

If you have already performed the steps from the document Ink cartridge errors and the issue persists, it could be a hardware failure.

Please reach out to HP Support in your region regarding the service options for your printer.

If you are having trouble navigating through the above options, it's most likely because the device is out of warranty. If yes? please send me a private message with the region you are contacting us from. Check next to your profile name, you should see a little blue envelope, please click on it. 

Hope this helps!

And, Welcome to the HP Support Community. 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Yes" on the bottom right to say “Thanks” for helping

[ap1ril]

Hi there.

It is not an hardware failure.

The printer works perfectly!

This is the well-known HP issue with software/firmware!

This is the same issue that happens to customers trying to use third-parties cartridges or refilled cartridges.

For whatever reasons, after cleaning up the HP 300 cartridge, it is now recognized as a non-original HP cartridge and the printer prevents me to print due to this well-known annoying/infamous message.

From the HP community I see that HP support sends customers a private message with the solution to bypass the annoying message that prevents printing.

I need that!

Because now I have myself with a perfectly working ENVY 110, a HP 300 cartridge with 50% ink left to use, and I'm not allowed to print because of HP software/firmware protections!

It should be noted this is an illegal policy from HP!

[Jay_G24]

The reset will not help with the error, but you may try the steps below -

Remove the ink cartridges from the printer and then try the below steps

1. Select the wrench icon on the top right corner of the home screen.
2. Select Tools.
3. Select Restore Factory Defaults, and then confirm.
4. Insert the ink.

Let me know how this goes!

[ap1ril]

The solution you propose is not actionable because if you remove all the cartridges, the printer will tell you there are no cartridges and it won't let you get to the home screen!!!

And this happens also if you switch off the printer without cardriges and switch on again.

As I told you, I need to bypass the "non-HP cartridge" annoying/infamous message that is a result of HP software/firmware.

I see the solution is sent privately to the inbox from the HP support, as it happened here:

https://h30434.www3.hp.com/t5/Printing-Errors-or-Lights-Stuck-Print-Jobs/ENVY-110-PRINTER-CARTRIDGE-...

Again, as I told you: my HP 300 cartridge has 50% ink left and I still want to use it, so I need to override the protection message that doesn't recognize it as an original HP-cartridge and tell me to buy original cartridges. (hilarious)

It's a shame after purchasing HP original products all the time (including paper)!

[Jay_G24]

I have shared the factory defaults instructions in a public message instead of a private message.

The printer does not have a semi-full reset option.

We have tried all the troubleshooting steps from our end, I think this issue needs some additional technical assistance that can be better provided through one-on-one interaction or a remote session with our HP Support team.

Please reach out to HP Support in your region for further assistance.

Hope this helps!

[ap1ril]

Ok, I do understand that you are unable to solve this issue which is normally solved via the Community Support by HP, and you want to me to divert to some other support.

It is unclear from you message on how to get this one-on-one interaction or remote support and whether it is a paid service or not.

Please elaborate it.

I'm based in Italy.

[Jay_G24]

Follow the instructions below to reach the HP Phone Support team.

The support is free if the product is in warranty.

1) Click on this link - https://support.hp.com/us-en/contact-hp

2) Select your product type below.

3) Enter the serial of your device. 

4) Select the country from the drop-down. 

5) Select the chat or get phone number options based on your preferences. 

6)Fill the web-form and proceed further.

If you are having trouble navigating through the above options, it's most likely because the device is out of warranty. If yes? please send me a private message with the region you are contacting us from. Check next to your profile name, you should see a little blue envelope, please click on it.  

Have a great day!