Incompatible Cartridge error - Can't connect to wifi to update firmware

[Sw242]

I recently bought the correct type of ink cartridge for my printer. However, it is coming up with the error that the ink cartridge is not compatible. I have gone through all the steps that HP has suggested to try and reset my printer but this has not worked. The virtual agent then suggested that I ensure the firmware is up to date, but to do this I need to connect my printer to my new wifi. However, I am not able to do this because the error message will not let me get to the wifi tab on the printer, the message is stuck and I am unable to do anything to fix this problem whilst the error message is on screen. I am also not able to connect my printer via an ethernet cable. Therefore, I am left with no further options to try and fix this issue. I also do not want to spend another £30 on an ink cartridge which may have the same problem (if the firmware is the issue and not a faulty cartridge). 

Any help would be much appreciated.

Thank you 

[Nal_NR]

Hi @Sw242,

Welcome to the HP Support Community. 

I'd like to help!

To be able to answer you effectively, we need some information.

Are you using HP genuine ink cartridges?

Have you performed all the steps from this document? If yes then either the cartridge is faulty or the printer needs to be checked.

Update the firmware by selecting the current OS you are using: Click here

Hope this helps! Keep me posted for further assistance.
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!

[Sw242]

Hi Elohi 

I am using genuine HP ink cartridges and I have performed all of the steps in the document you have referenced and it is still not working. I am not able to update the printer's firmware because I am unable to connect it to the internet. The reason I am unable to connect it to the internet is because the ink cartridge error is not letting me get to the wifi section to enter in the details. The error message is stuck on the screen and will not go. 

Thanks

[Nal_NR]

Hi @Sw242,

We need to perform a Semi full reset to restore the printer to its original settings and see if that works.

The reset instructions are specific to your printer and performing those steps on a different printer may brick the device. 

I've sent you a private message with reset instructions, follow the reset instruction to perform a full reset and re-initialize the printer. 

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.

Hope this helps! Keep me posted. 

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!