HP OfficeJet 250 black cartridge not recognised

[RobinSomes]

Hi, I have an OfficeJet 250 printer (bought in 2019) which has generally worked well. However it now won't recognise a newly-installed black cartridge.

I have always used genuine HP cartridges. The old cartridge ran out a couple of days ago, so I ordered a new one. When I went to install it today, first the printer would not start properly; on starting up, it would:
*announce "Remove and reinstall the indicated cartridge, making sure it is correctly installed",
*show a blue screen error B8777D74, then
*show a black screen with the message "There is a problem with the printer. Turn the printer Off, then On".

I cycled through this a few times, then unplugged the power, took out the battery, and tried again.

When it started again, it appeared to work OK, but indicated that the black cartridge needed to be replaced. When I installed the new cartridge (yes I did take the orange tape off...), it went through its checking process, then issued the error saying "Remove and reinstall the indicated cartridge, making sure it is correctly installed".

Since then, I have removed and reinstalled both cartridges numerous times, cleaned the contacts and the print head, cycled power on and off, unplugged it and removed the battery, re-powered the printer with every combination of 0, 1 and 2 cartridges installed.

No success.

It has now gone back to its original behaviour of instructing me to remove/reinstall the cartridge, followed by a blue screen error B8777D74, then the black screen saying "There is a problem with the printer. Turn the printer Off, then On".

In other words, I am £22 down on a black ink cartridge, with a printer that still won't work.

Help, please! 🙂

[Max3Aj]

Hi @RobinSomes, Welcome to HP Support Community. 

Thank you for posting your query, I will be glad to help you. 

It sounds like your HP OfficeJet 250 Mobile All-in-One Printer is stuck in a cartridge recognition loop, potentially due to a hardware fault or firmware issue. Since you've already tried most standard troubleshooting steps, let's go over some advanced solutions:

Confirm the Cartridge Model

Make sure you are using the correct black ink cartridge:

• HP 62 Black (standard) or HP 62XL Black (high yield).

Reset the Printer

Since you've tried power cycling, let's do a full semi-full reset:

1. Remove all cartridges.
2. Turn off the printer and unplug the power cord from the wall socket.
3. Remove the battery and leave everything disconnected for at least 5 minutes.
4. Press and hold the Power button for 30 seconds (this helps drain residual power).
5. Plug the printer back in without the battery, then turn it on.
6. When prompted, insert only the black cartridge and see if it’s detected.
7. If it works, insert the color cartridge.

Update Printer Firmware 

Your printer may be running outdated firmware, which can cause cartridge recognition issues.

• Download and install the latest firmware from HP website

Perform a Printer Hard Reset

1. Turn on the printer.
2. Open the printer lid and remove both cartridges.
3. Close the lid and let the printer sit for 5 minutes.
4. Unplug the power cable from both the printer and the wall socket.
5. Hold down the Power button for 30 seconds.
6. Reconnect the power cable directly to a wall socket (avoid power strips).
7. Turn on the printer and wait until it prompts for cartridges.
8. Insert only the black cartridge first.
9. If it accepts it, insert the color cartridge.

Clean the Cartridge Contacts Again

Even though you've done this, try it one more time:

• Turn off the printer and remove the black cartridge.
• Use a lint-free cloth lightly dampened with distilled water or isopropyl alcohol.
• Gently wipe the copper-colored contacts on both the cartridge and the printer carriage.
• Let them dry completely before reinserting.

Check for Ink System Failure

If the error persists, you may have a printhead or printer hardware failure.
You can run an ink system reset:

1. Remove both cartridges.
2. Unplug the printer while it’s ON.
3. Wait 10+ minutes, then plug it back in.
4. Insert the cartridges and check if the error clears.

I hope this helps. 

Take care and have a good day. 

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping! 

Max3Aj

HP Support 

[RobinSomes]

Hi, many thanks for your help. The cartridges are both genuine HP of the correct model. I've done the reset, and tried re-installing the firmware (the latest, dated 25th January 2025). When the installation gets to the "Welcome to the HP Printer Update" screen, it scans for available printers, find the printer and asks me to select it. However, the entry in the list is greyed out, so I can't select it.

However, I was running the exact same version of the firmware in any case, since about 10 days ago, so I'm not convinced the problem lies there.
I've also tried updating the print apps from the touch screen on the printer itself; I simply get a message saying "The list of print apps on this printer could not be updated. Try again later".

I've cleaned the contacts on both the cartridges and the print head with 70% isopropanol.

I've tried re-inserting the previous black ink cartridge (which had run out of ink), but still get the "Remove and reinstall the indicated cartridge" message.
Tried a Hard Reset.
Cleaned the cartridges again.
Checked for Ink System Failure - the result is still the same; I simply get a message asking to remove and reinstall the cartridge, whenever it's switched on.

Is there any significance in the blue screen error B8777D74 which originally showed after the "Remove and reinstall indicated cartridge" message? I guess that might be part of the cartridge recognition loop you mentioned?

Thanks again,

Robin

[Max3Aj]

Hi @RobinSomes, Thanks for the detailed update. You’ve gone through all the major troubleshooting steps, and it seems like the printer is stuck in a cartridge recognition failure loop. Let’s break this down further.

Key Takeaways from Your Testing:

1. Firmware is up to date
2. The printer appears in the HP Update tool but is greyed out – this usually happens when the printer is in an error state.
3. The previous black cartridge (which had run out) also triggers the same error – this suggests the issue is not with the new cartridge itself but rather the printer's cartridge detection system.
4. Error B8777D74 appeared before the printer fully failed – this could indicate a firmware bug or a hardware-level printhead failure.

Possible Causes of the Issue

Printhead Failure:

• Since the old black cartridge is also unrecognized, this points to the printhead contacts failing to communicate properly with the cartridges.
• If the printhead is permanently failing, it may need replacement.

Corrupt Printer EEPROM (Firmware/Chip Data):

• The greyed-out printer in the update tool suggests the printer isn’t registering properly in HP's system.
• A firmware corruption might be preventing the printer from reading cartridges correctly.

Mainboard/Cartridge Sensor Failure:

• If the contacts inside the printer are damaged or the chip reader has failed, the printer won’t recognize cartridges, no matter what.

Next Steps to Try

1. Reset Internal Firmware State (Semi-Full Reset via Key Combination)

HP printers have hidden reset modes. Try this:

1. Turn off the printer.
2. Press and hold:
   • Back button (↩) + Cancel (X) + Power button together.
3. Keep holding until the HP logo appears, then release.
4. Select Reset Menu → Semi-Full Reset (if available).
5. The printer will restart—check if the issue persists.

2. Manually Force a Firmware Reinstallation

Since the printer is greyed out in the update tool, we need to force the firmware:

1. Disconnect the printer from Wi-Fi and USB (so it enters recovery mode).
2. Boot into HP Firmware Update mode manually:
   • Power off the printer.
   • Hold the Wi-Fi + Cancel (X) button together while turning it on.
   • This should force Recovery Mode, where the printer can receive a firmware update.
3. Try running the HP firmware tool again.

3. Check for Hidden Paper Sensor or Cartridge Door Sensor Issues

Sometimes, an incorrectly closed cartridge door or a failing paper sensor can interfere with cartridge detection:

• Open the cartridge door and gently press the cartridge sensor with a toothpick or paperclip.
• If the printer reacts (new message or sound), it might be a faulty sensor.

If my response helped resolve your issue, kindly click “Accepted Solution” — it will help others find their way to the solution as well. And if you’d like to show appreciation, clicking the “Kudos/Thumbs Up” at the bottom right will let me know!

Take care and have an amazing day ahead!

Warm regards,

Max3Aj

[RobinSomes]

Many thanks for your reply; it's really much appreciated. I've tried:

1. Reset Internal Firmware State
There doesn't seem to be a Cancel (X) button on the OfficeJet250 - unless I'm looking in entirely the wrong place. I have the Power button at top left, then underneath the touch screen, from right to left, is Back, Home and Help. I've tried every combination of Power + Back + Home + Help, but with no luck.

2. Manually Force Firmware Reinstallation
Similar problem; no WiFi button, no Cancel button.

3. It's not 100% clear where the cartridge sensors are, but assuming they are the small rectangular bays, with a grey insert with a small hole in it, that the print nozzle part of the cartridge sits in when the printhead is in its docked position - I've pressed them with various things, but no reaction from the printer. Tried the same with the metal springs that hold the cartridge in place in the print head, etc; again, no luck.
I've also tried restoring the factory defaults (Touchscreen - Setup - Printer Maintenance - Restore - Restore Factory Defaults). Once more, no result.

If there's another way to reset the internal firmware state, etc for the OfficeJet 250, I'll be happy to try it - otherwise, it's not looking particularly hopeful, is it 😆
Many thanks again for your help!

Robin

[Max3Aj]

.

[Max3Aj]

Hey @RobinSomes,  Thank you for your response. 

  

This needs one-on-one interaction hence  

I'm sending a private message to assist you with the next action. 

  

Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link. 

  

I hope this helps! Keep me posted. 

  

Max3Aj

HP Support