Error Message - Older Generation Ink Cartridge

[Cmoretto_8710]

Hi, I don't know if you can see the reply I received above from HP Support but it's from someone called Echo_Lake. They will replace your cartridges from what they say. They can also email you directly. Try answering my message above from Echo_Lake. If you look above at the replies many have downgraded their software and their printer worked fine after that. I have made sure ALL my HP printers are not updating ANY software and that all automatic updates are DISABLED!  It only takes once then it causes problems with miscalculating and thinking a cartridge is not an original etc etc when it is an original HP cartridge. It's a shame but this happens since they did a specific update to the printer software. Do yourself a favour and downgrade your printer software (read the posts and links above) or get someone to go to the site I posted above and have them do it. My computer guy is downgrading my printer by remote access. Once it's done do NOT turn on automatic updates or chose anything in your printer settings to check for updates or allow it to check for updates. If you're stuck I would buy new cartridges and hope those work and send in your non working "older generation ones" to HP with the receipt and get replaced. Message guy above. Good luck. 

[Cmoretto_8710]

To Echo_Lake HP  Support Agent: Hello, I have been trying to get a message to you and all links you enclosed in the private email to my inbox regarding HP willing to replace my cartridges....any links you sent to reach you do not work. Please resend me another email and a way to reach you. I cannot do what you have asked in the email and I need help to replace these cartridges. Thank you.

[Kumar0307]

@Maryannbarnes, Welcome to the HP Support Community! I’m here to help.

I understand the ink cartridges are not working. 

• I've sent you a private message with further instructions to resolve this issue.
• In order to access your private messages, click the private message icon on the upper right corner of your HP community profile, next to your profile Name or simply click on this link: https://h30434.www3.hp.com/t5/notes/privatenotespage

Hope this helps! Let me know how it goes. 

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

Click on the YES button to reply that the response was helpful and/or to say “Thank You”.

Have a great day! 

[kzocchi]

I have this problem also. I found a chat button & tried to start a chat. I didn't get too far and my computer locked up so tight I had to force a hard reset. So HP, of course, just closed the ticket without any followup. I have a brand new double pack of high yield black cartridges that will not work in my printer. How can I get them replaced?

[ShadowLocke1]

I just open a new pack of black ink 952 XL cartridges for my Office Pro 8720 printer.  This is the same exact cartridge that I replaced.  I spent about $100 for the pack and am frustrated that they do not work.  I can show you a photo of the package I just opened.  I have another cartridge, the same age.

What can I do to make this work, pretty frustrating to be holding the bag on unused genuine HP 952XL cartridges that will not work in the printer.

Your help with be greatly appreciated

[MichaelM2020]

Yep. Same issue for me with my 6962. One day all of the cartridges (mostly full btw) just stopped working.

Burned through many brand new cartridges (tossing them since they did not work), thinking it was a cartridge problem, not firmware sabotage.  Went through all of the power off steps, etc etc - still did not work.

In the end, it is just cheaper to toss the HP printer and go with EPSON versus buying a bunch of new HP ink that won't work.

Also, nice job DCMA'ing the guys that would allow you to downgrade with takedown notices. Nice that your legal department seems to work but your printers don't.

Incidentally, I have NEVER written anything in forums, but this really irritated me. Tossing all HP printers from our offices and moving to a more professional company.

[jrh1198]

I have this same problem.  Please message me so I can get this resolved ASAP.  This is completely unacceptable.

[ADD1312]

Hello - I am also having this problem and I am very frustrated right now as my printer was working a few days ago and now all of a sudden it is not; it is late at night, I can't go out to buy MORE ink in case they work, and I have critical work to do. I was counting on my printer continuing to function tonight. I am stuck. I am also stuck with wasted cartridges that should work on my printer. I opened a new cartridge and wasted the old one by trying to replace it in case it was the problem. Now I have multiple opened cartridges and a printer that is not working.

I tried to follow the steps on downgrading the firmware to overcome this problem, but it seems HP has blocked the link provided by another user, so I can't do this either.

I am furious. I refuse to buy more ink cartridges. What am I to do?

Thanks in advance for your help.

[Kumar0307]

@ShadowLocke1, Welcome to the HP Support Community! I’m here to help.

I understand you are not able to use the new HP ink cartridge due to this error. Apologies for the inconvenience caused. Additional information is required to assist you further which cannot be shared on a public post.

• I've sent you a private message with further instructions to resolve this issue.
• In order to access your private messages, click the private message icon on the upper right corner of your HP community profile, next to your profile Name or simply click on this link: https://h30434.www3.hp.com/t5/notes/privatenotespage

Hope this helps! Let me know how it goes. 

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

Click on the YES button to reply that the response was helpful and/or to say “Thank You”.

Have a great day! 

[Kumar0307]

@kzocchi, Welcome to the HP Support Community! I’m here to help.

I understand you are not able to use the new HP ink cartridge due to this error. Apologies for the inconvenience caused. Additional information is required to assist you further which cannot be shared on a public post.

• I've sent you a private message with further instructions to resolve this issue.
• In order to access your private messages, click the private message icon on the upper right corner of your HP community profile, next to your profile Name or simply click on this link: https://h30434.www3.hp.com/t5/notes/privatenotespage

Hope this helps! Let me know how it goes. 

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

Click on the YES button to reply that the response was helpful and/or to say “Thank You”.

Have a great day!