Error message: counterfeit cartridge detected when in fact it's a genuine HP cartridge!!

[itsCheryla]

I made no changes to my computer.  I was printing regular documents without problems.  Next thing I get is an error message that the printer has detected a counterfeit photo cartridge.  I NEVER purchase counterfeit cartridges or get them refilled.  I removed the photo cartridge and notice it's out of ink.  I had a spare one on hand that was purchased from my local Staples and opened it and inserted it.  Now I'm getting an error message that the printer is detecting a error with the new cartridge.  

I am unable to use ANY other feature because of this error.  It seems the area where the photo cartridge goes is giving me the problem.

Is there some way to clear this?  The printer is only 3 years old.  I don't do anywhere near a large amount of printing and to have to go purchase a new one seems ridiculous. 

The printer is past the warranty and I can't find a phone number to actually SPEAK with someone regarding this issue.

Any help would be appreciated.

[MKazi · Accepted solution]

@itsCheryla

Welcome to HP Support Forums. 🙂 I came across your post and would like to help.

I understand that you have an HP Photosmart 7520 e-All-in-One printer and it displays an error stating "counterfeit cartridge detected when in fact it's a genuine HP cartridge!!". I read that you're using the original HP ink cartridges. You have replaced the photo black cartridge with another one and now the printer says there is a problem with the ink cartridge. Not worry, I'll do my best to help you. 

I recommend you to perform the following steps to isolate the issue and arrive at a fix: 

• Disconnect the power cable from the printer while the printer is still ON.
• Disconnect any other cables if connected the printer.
• Press and hold the printer’s power button for 15 seconds.
• The printer should be directly connected to the wall outlet and not to a surge protector.
• Reconnect the power cable to print and the printer should power ON by itself. If the printer doesn’t power ON then please manually power it ON.

I suggest you to put the earlier photo black ink cartridge black into the printer. If the printer displays the counterfeit cartridge error, please click or press No, OK, or Continue to dismiss the message. The printer continues with the print job.

Secondly, you may check if these are the correct/compatible ink cartridges by visiting our HP SureSupply link. If the cartridges are the right ones then please continue to troubleshoot. 

Also, please perform the following steps from this HP document. These steps help in fixing various ink cartridge related issues:

• Step 4: Clean the ink cartridge vents and contacts.
• Step 5: Clean the printhead with an automated tool.
• Step 6: Manually clean the printhead.

I sincerely hope this fixes the issue. Let me know how it goes. All the best! 🙂

[itsCheryla]

Thank you for your reply back in December.  I had borrowed a printer from work and this got pushed to the back burner.  I finally had a chance to clean the printhead today and it's working just fine now.

This is the first time I've ever had to clean a print head.  I should have know better, but wear gloves!  Never gave it a thought until my hands were covered in black ink.  Dumb me.  Won't make that mistake again.

Again, thank you for the advice.  It worked.