HP OfficeJet Pro 7740 Wide Format

[stefandavcev]

Hello,

Yesterday, my original ink cartridges for the HP OfficeJet Pro 7740 ran out, and what followed was a frustrating, hours-long ordeal that I couldn’t resolve. Here’s a detailed account of what happened:

I replaced the original HP cartridges with a set of cartridges using unoriginal chips. Immediately, I was greeted with an error message:

"Cartridge problem. Remove and reinstall the indicated cartridges, making sure it is correctly installed."

I reinstalled the cartridges multiple times, but the error persisted. Frustrated, I decided to switch back to the old, empty cartridges, which were recognized (albeit as empty). However, when I swapped the fake cartridges back in, the same error returned, but this time for different colors.

This maddening cycle repeated at least five times. Meanwhile, I refilled both the old and the fake cartridges with ink repeatedly, only for the ink to disappear mysteriously every time the printer initiated maintenance.

Desperate, I tried another approach. I had a third set of unused refillable cartridges, so I filled them with ink and installed them. Unfortunately, after the maintenance cycle completed, I was met with the same error - Remove and reinstall the indicated cartridges. This time, it identified the cyan and yellow cartridges as the problem —even though they were brand new, unused chips. Strangely, the magenta and black cartridges were recognized without issues.

For reference, my printer firmware version is EDWINXPP1N002.1849A.00. Additionally, HP has previously blocked one of my refilled cartridge sets, forcing me to throw them out and purchase original ones.

I now have three sets of non-functional cartridges and have wasted over 60ml of ink. I hate that HP is deliberately forcing customers to use their expensive proprietary cartridges. I deeply regret buying this printer as it has caused me constant ink-related issues.

I tried disconnecting the power cord from the printer and unplugging it from the wall socket multiple times. I even waited 5-10 minutes after unplugging each time, but nothing worked.

What can I try next? How do I resolve this? IF I can resolve this?

[A_Gayathri]

Hi @stefandavcev ,

Welcome to The HP Support Community.  

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

I understand you are facing an issue with the error messages after attempting to use non-original cartridges. Here are some suggestions that may help resolve this issue, but keep in mind that some of these steps may be hindered by HP’s firmware updates or security measures that prevent the use of non-original cartridges

1. Reset the Printer to Factory Settings

Sometimes, resetting the printer can help clear out lingering error states and settings that prevent it from accepting non-original cartridges.

• Turn off the printer and unplug it.
• Wait for 30 seconds to 1 minute.
• Plug the printer back in and turn it on.
• Hold the Power button for about 15 seconds until the printer resets.
  2. Check the Cartridges and Chips

Since the issue involves third-party cartridges, one possible problem is that the chips on the cartridges are not being recognized by the printer. Here's what you can try:

• Reinstall the Cartridges: Ensure the cartridges are seated properly in the printer. Sometimes, a slight misalignment can cause recognition issues.
• Clean the Contacts: The chip contacts on both the cartridge and the printer can get dirty, causing recognition problems. Use a lint-free cloth and some isopropyl alcohol (or just a dry cloth if you're wary of liquids) to clean the gold contacts on both the cartridge and the printer’s cartridge bay.

3. Update the Printer Firmware

If you haven’t already done so, check if there’s a firmware update available for your printer. While some users have found that firmware updates may block third-party cartridges, this could also potentially fix any compatibility bugs or error issues that you're experiencing.

• Go to your printer’s settings menu and check for firmware updates, or use the HP Smart app (if you have it installed) to check and install any available updates.

4. Try Using One Original Cartridge

If possible, try using a single original HP cartridge (e.g., the black or one of the color cartridges) and see if the printer will accept it without the error. This will help to isolate whether the issue is with the third-party cartridges or a larger problem with the printer’s cartridge recognition.

5. Check for Compatibility with Refillable Cartridges

Since you have refillable cartridges, they may be compatible with some printers but not others. The issue could be with the chips on the refillable cartridges not being recognized correctly by the printer. If the printer previously accepted non-HP cartridges without issue but has since stopped doing so, it could be due to a firmware change from HP that blocks refilled cartridges. In this case, you might want to contact the supplier of the refillable cartridges to ask if there’s a known workaround or if a specific chip version works for your printer.

6. Disable Cartridge Protection (if possible)

Some HP printers have a "cartridge protection" feature, which prevents the use of non-original cartridges. If you can access the printer’s settings through the HP Smart app or directly on the printer screen, look for a setting called "Cartridge Protection" or similar and try to disable it. If your printer is connected to HP Instant Ink, this feature might be turned on by default.

7. Check Ink Levels and Reset Ink Cartridge Recognition

Even though you refilled the cartridges, the printer might still be reading them as empty. Here's what you can try:

• Remove the cartridges and reinstall them, making sure they are seated firmly.
• Reset Ink Levels: Some printers have a reset option for ink levels. Check in the printer settings (via HP Smart or the printer’s control panel) to see if there's an option to reset ink levels or to acknowledge the ink refill.

HP printer ink cartridge issues including 'Incompatible,' 'Missing,' 'Failure' and enrollment errors
How to fix ink cartridge errors on HP Inkjet printers
 

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!

[stefandavcev]

Hi Gaya,

1. I did not reset the printer to factory settings, however I did turn off and unplug the printer, while waiting for more than 1 minute before turning it back on. That did not do anything.

2. I have two sets of third-party chips, neither of them worked, both showing a problem with different colors but at the end sticking to the Yellow and Cyan.

3. My firmware version is EDWINXPP1N002.1849A.00 and I will not update to the latest version considering i've read more than 50 complaints online about the latest updates COMPLETELY blocking third-party cartridges. If I do update and the cartridges get blocked, I'm sure that HP is not going to do anything about it.

4. At the end, I did try using ALL 4 original cartridges (refilled with ink) which once again did not work, and I got the same error, this time only with the Yellow cartridge (Cartridge problem. Remove and reinstall the indicated cartridges). I tried to use a the third party yellow cartridge (which previously did not work) and this time it was actually accepted??? However, the black was showing as DEPLETED (and it was empty) after the printer was doing maintenance (after plugging in the cartridges.) 

6. I did disable Cartridge protection a long time ago, before trying to use third party cartridges.

7. ?????????

Now, to continue explaining the problem (number 4). (3 originals, refilled; 1 third-party - yellow) After I refilled the black cartridge and put it back in, the magenta was showing as empty (which it was, after the maintenance). However, another problem occured. The printer started LEAKING BLACK INK FROM THE BOTTOM. I suppote that happened because the printers was overfilled, because of the many times the printer was in Maintenance mode after putting in a new set of cartridges, while consuming ink at every attempt. I was too scared to actually do anything with it, pulled out all cartridges and I ended up having to clean up black ink from all over the place, because it continued leaking for an hour or so. Now, the printered is rendered unusable and I DO NOT HAVE A CLUE what to do about it, I have NOT turned it on since.

To say I'm frustrated is definitely an understatement. I'm furious at this point. Not only at HP, but at myself too, for being too stupid and buying an HP printer in the first place.

[A_Gayathri]

Hi @stefandavcev ,

Thank you for your response, I appreciate your efforts. As the issue persists, I am sorry to hear that I'm sending out a private message to assist you with the next course of 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 for further assistance.

Please click “Accept as 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!

[stefandavcev]

I cannot open the message, when I click the link I get an error saying "You do not have sufficient privileges for this resource or its parent to perform this action.

Click your browser's Back button to continue".

The inbox button was showing up yesterday, today it isn't.

[stefandavcev]

@Gaya1239 I can open the messages now. However, I have not received any other message except the exact same text that you posted here with your 7 recommendations. 🙄