Message telling me cartridge is not genuine-WHEN IT IS

[lssenter13]

I am getting an error message and my printer won't recognize my new tri-color cartridge. This cartridge came directly from an hp package.

[A4Apollo]

Hey there! @lssenter13, Thanks for stopping by the HP Support Forums!

I understand you are getting "Ink cartridge is not genuine" error on your printer.

Don't worry I'll try to help you out.

Did you make any changes to your printer?

Does the issue persist when you put the old ink cartridge back to your printer?

Clean the cartridge contacts and check if it helps.

Please try few steps recommended below.

First, clean the electrical contacts on the cartridges.

Clean the contacts.

Ink can build upon the ink cartridge and carriage contacts. Follow these steps to clean the ink cartridge and carriage electrical contacts.

1.Gather the following materials:

•Distilled water (tap water might contain contaminants that can damage the ink cartridge)

•Cotton swabs, coffee filter, or other soft, lint-free material

•Clean sheet of paper

2.Open the front access door. The carriage moves to the center of the printer. Wait until the carriage is idle and silent before you continue.

3.Unplug the power cord from the rear of the printer.

4.Lightly press down on the ink cartridge to release it, and then pull the ink cartridge out to remove it from its slot.

5.Place the ink cartridge on a sheet of paper with the copper strips facing up.

   caution:

Clean the ink cartridges one at a time. Do not leave an ink cartridge outside of the printer for more than 30 minutes.

6.Clean the copper-colored contacts.

1.Lightly moisten the lint-free material with distilled water and squeeze out any excess water.

2.Gently wipe the ink cartridge copper contacts clean until there is no ink residue or debris on the cloth.

   caution:

Do not touch the ink nozzles with your skin. This can result in clogs, ink failure, and bad electrical connections.

Repeat this process on the other ink cartridge.

7.Clean the carriage contacts.

1.Lightly moisten the lint-free material with distilled water and squeeze out any excess water.

2.Clean the electrical contacts in the carriage that holds the ink cartridges. 

   note:

The carriage image might not look exactly like the carriage area in your printer, but the steps are the same for cleaning the electrical contacts in your printer. 

Wait 10 minutes to allow the ink cartridge and carriage electrical contacts to dry.

9.Reinstall the ink cartridges. Make sure the ink cartridges snap in place and the icon on the ink cartridge matches the icon on the slot.

Connect the power cord to the back of the printer, and then press the Power button to turn on the printer.

11.Close the front access door.

12.Print a page to see if the printer displays the same message.
 

Refer this article to further troubleshoot ink cartridge errors.

Also, update the printer firmware and check if it helps.

Link to update the printer firmware.

If the issue still persists try changing the ink cartridge.

Please contact HP support for service options.

Link to contact HP.

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I hope you have a great day! 🙂

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