HP 120 Envy Cartridge error message

[northernever]

Hello,

Trying to fit an HP Envy 120 with a refurbished original HP ink cartridge (black 300xl)

Receiving the error: 'One or more catridges appear to be damaged'
I've researched a bit and there does not appear to be any bypass for this error.
Through the browser IP I have entered the printer settings and double checked that the cartridge protection is turned off. I have tried re-setting the cartridge, resetting the printer by unplugging it, but the error still displays.

I've also read that this might indicate I'm suffering from the firmware update that unethically blocks printer use with anything but HP cartridges.  Surprised that HP have included to block even their own refurbished cartridges.  I thought I would run into less issues purchasing a refilled HP cartridge rather than a 3rd party, but no! 

Wondering if anyone knows the solution to move beyond the 'cartridge damaged' error, so that printer function can return?

HP, do you have a firmware upgrade that solves this issue?

Or, does someone have instructions on how to downgrade the firmware?  apparently this can help remove the 'cartridge damaged' error?

Any help will be appreciated!

Thank you.

[The_Fossette]

@northernever,

I reviewed your post and I understand that you are getting a cartridge error on the printer.

Don’t worry, I assure you I will try my best to get this sorted.

I checked and see that your printer was not affected by the dynamic security update. Please refer to the below link for more information on the same.

https://support.hp.com/in-en/document/c05308850

HP doesn’t recommend using refilled cartridges. Having said that, I suggest you try updating the printer firmware following the steps in the below article and check if it helps.

https://support.hp.com/us-en/document/c02919168

If you continue facing the issue then, you need to replace the cartridge and check.

Let me know how it goes and you have a great day!

P.S: Welcome to the HP Support Community 😊

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

Cheers!

Stay Home – Stay Safe

8CC9361RDZ

[northernever]

Thanks for the reply.

I've tried the firmware update - but my printer already has the latest update.

I checked the link you sent, and even though it does not list the Envy 120 as a printer affected by the dynamic security update, the damaged cartridge error displayed on that webpage is exactly the one I am seeing.

I have tried replacing the ink cartridge many times and resetting the printer - nothing but that error screen.  

I have been in contact with the company and they have tested the cartridge and guarantee it should work and is not damaged.

Any other solutions?  If there is trouble with the black cartridge - shouldn't there be a way to continue past the error screen and potentially just use the colour cartridge to print?  I really hope I can get the printer to work with 3rd party cartridges, it will be sad to have to stop using it - it's in very good shape, just can't afford to keep spending so much on inks!

Thanks for any help.

[The_Fossette]

@northernever,

Follow the steps in the below article and check if it helps.

https://support.hp.com/us-en/product/hp-envy-120-e-all-in-one-printer-series/5203208/document/c05365...

Let me know how it goes.

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

Cheers!

Stay Home – Stay Safe

[northernever]

Hi Fossette,

I tried cleaning the contacts with distilled water and resetting the printer, still the same error.

Unless you have some more troubleshooting tricks - it's becoming clear that this is a firmware compatibility issue.  It doesn't make sense to have the printer working previously, buying a new (albeit refurbished) cartridge and then having to go through all these steps to have it recognised.  

I paid a bit more for the refurbished cartridge, thinking it would reduce the chance of this kind of trouble with recognition.

In the future, I will be purchasing 3rd party cartridges.  Can you please confirm how I can bypass the error on this printer so that I can use the cartridge I would like to in the printer?  Or can you please confirm that the 120 Envy is designed not to accept any refurbished or 3rd party cartridges.

Thanks for your help.

[The_Fossette]

@northernever,

If the steps I shared didn't do the trick, it would confirm a hardware issue and it has nothing to do with the firmware and you may want to contact HP to have the device repaired, or if the device is not within the warranty, you could check with the local tech for repair or the store for upgrade options.

Here is how you can get in touch with support.

1)Click on this link – www.hp.com/contacthp/

2)Select the product type.

3)Enter the serial number of your device or select let HP detect your product option.

4)Select the country from the drop-down.

5)You should see the HP phone support number or Chat option listed.

Cheers!

[northernever]

Hi Fossette,

I don't understand how it can be a hardware issue - when the printer works fine with a new HP cartridge, but not with a new 3rd party/refurbished cartridge.  If I put the original HP cartridge back in the printer, it works, but it is out of ink.

So this is not a hardware issue.  

The printer is not broken, it just won't accept other new cartridges.

Are you confirming that there is no way to fix this?  That the printer is 'broken' unless I use brand new HP cartridges?

That there is no way to get the printer to work with refurbished or 3rd party cartridges??

Thanks

[northernever]

Also, when I visit the link you provided and try to choose my printer model - it returns this error:

Error: We were unable to validate the serial number and add this product to your profile. Please visit your dashboard to add the product at another time. The contact options listed below are still valid.

I then found the virtual chat - again it asked for the serial number and gave the same errors.

It ended with directing me back to this HP community forum, or I could pay for a phone call (which I would like to avoid)

If I choose 'Not now' then I'm returned back to the virtual assistant without any help.

Is there any way to chat or speak with someone from HP without charge?  

[northernever]

And please don't just answer my question about the chat help, and disregard the more important questions in the previous message.

[The_Fossette]

@northernever,

If the original cartridge is working fine on the printer then the issue is with the cartridge you are using. As I informed earlier, HP doesn't recommend using refilled cartridges and we cannot troubleshoot when customers are using refilled cartridges.

Please refer to the below article for more information.

https://support.hp.com/us-en/document/c00853819

I hope that answers your question.

Cheers!