Officejet 3831 stopped printing- says "incompatible Cartridges"

[WestMidsPrints]

Officejet 3831 was working fine with a genuine black cartridge and a compatible colour from PC world. There has been some sort of update or change such that the printer no longer prints - message "The indicated cartridges are not intended for use in this printer". This is rubbish.

According to Which consumer group I have a right to use third party cartridges. Are HP going to remedy or reverse this or do I need to take further action? Any/all advice appreciated. 

[Raj1788]

@WestMidsPrints

Welcome to HP Forums, 

This is a great place to get support, find answers and tips to your technical queries.

To provide you with an accurate solution, I'll need a few more details:

Are you using genuine HP ink cartridge?

Are you facing the same issue while making a copy?

Did you try with a different ink cartridge?

I suggest you do a Hard Reset

(1) Turn the printer on, if it is not already on.

(2) Wait until the printer is idle and silent before you continue.

(3) With the printer turned on, disconnect the power cord from the rear of the printer.

(4) Unplug the power cord from the wall outlet.

(5) Wait at least 60 seconds.

(6) Plug the power cord back into the wall outlet.

NOTE: HP recommends connecting the printer power cord directly to the wall outlet.

(7) Reconnect the power cord to the rear of the printer.

(8) Turn on the printer, if it does not automatically turn on.

The printer might go through a warm-up period. The printer lights might flash, and the carriage might move.

Wait until the warm-up period finishes and your printer is idle and silent before you proceed.

Clean the ink cartridge contacts

If the ink cartridge contacts are dirty, the printer might display an ink cartridge error.

   CAUTION: 

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

1. Gather the following materials:

   • Dry foam-rubber swabs, lint-free cloth, or any soft material that does not come apart or leave fibers (coffee filters work well)

   • Distilled, filtered, or bottled water (tap water might contain contaminants that can damage the ink cartridges)

        CAUTION: 

     Do not use platen cleaners or alcohol to clean the ink cartridge contacts. These can damage the ink cartridge or the printer.

2. Press the Power button to turn on the printer.

3. Close the output tray extender, and then push the output tray back into the printer.

   Figure : Close the output tray extender, and then push the output tray into the printer

   

4. Open the exterior door.

   Figure : Open the exterior door

   

5. Open the ink cartridge access door.

   The carriage moves to the center of the printer.

   Figure : Open the ink cartridge access door

   

6. Wait until the carriage is idle and silent before continuing.

7. Disconnect the power cord from the rear of the printer.

8. Disconnect the USB cable, unless your printer is connected to a wireless network.

9. Press down on the ink cartridge to release it, and then pull the ink cartridge out to remove it from its slot.

   Figure : Remove the ink cartridge

   

      CAUTION: 

   Do not remove both ink cartridges at the same time. Remove and then clean each ink cartridge one at a time. Do not leave an ink cartridge outside the printer for more than 30 minutes.

10. Hold the ink cartridge by its sides.

    Figure : Hold the ink cartridge by its sides

    

11. Inspect the contacts for ink and debris buildup.

12. Wipe the contacts with a dry swab or other lint-free material until no debris remains on them.

       CAUTION: 

    Be careful to wipe only the contacts. Do not smear any ink or debris elsewhere on the ink cartridge.

13. Dip a clean foam-rubber swab or lint-free cloth into distilled water, and then squeeze any excess water from it.

14. Clean only the copper-colored contacts, and then allow the ink cartridge to dry for approximately 10 minutes.

    Figure : Clean the contacts

    

15. Lightly moisten another foam-rubber swab with distilled water, and then squeeze any excess water from the swab.

16. Use the swab to clean the electrical contacts in the carriage, located inside the printer.

17. Clean the contacts in the carriage.

    Figure : The carriage contacts

    

18. Either let the ink cartridge sit for 10 minutes to allow the cleaned area to dry, or use a new swab to dry it.

    NOTE: 

    Make sure that the ink cartridge is not left out of the printer for more than 30 minutes.

19. Hold the ink cartridge by its sides with the nozzles toward the printer, and then insert the ink cartridge into its slot. Make sure that the ink cartridge is inserted in the correct slot.

    Figure : Insert the ink cartridge into the slot

    

20. Push the ink cartridge forward into its slot until it snaps into place.

21. Repeat these steps to clean and then reinsert the other ink cartridge.

22. Close the ink cartridge access door.

    Figure : Close the ink cartridge access door

    

23. Close the exterior door.

    Figure : Close the exterior door

    

24. Reconnect the power cord to the rear of the printer.

25. Reconnect the USB cable, unless your printer is connected to a wireless network.

26. Press the Power button to turn on the printer if it does not turn on automatically.

Keep me posted, how it goes!

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!

Have a great day!

Cheers:)

[WestMidsPrints · Accepted solution]

There was nothing wrong with the colour cartridge in place- even it was a compatible one.

There has obviuosly been another firmware/software update to block anything other than over priced HP original cartridges.

I was forced to buy an orihinal- BUT I CAN TELL YOU THIS IS THE LAST HP CARTRIDGE OR HP PRINTER I WILL EVER BUY.

As soon as they run out I will be buying another make inkjet or laser.

I CAN ALSO TELL YOU THAT NEITHER WILL ANYONE IN MY FAMILY OR FRIENDS OR ANY BIUSINESS I WORK FOR WILL BE BUYING HP PRINTERS IN THE FUTURE. 

Compatible cartridges were much more realistically price and were proving (esp in the case of black cartridges) actually better and more reliable than HP originals.

HP is making a rod for its own back and alienating customers by its ridiculous policy of using firmware/software to block third party cartridges. I understand from speaking to the Which consumer group that this is in breach of our UK consumer rights... This is far from over as far as I plus countless others I have found online are concerned.

I think an email to the BBC program watchdog will be remitted shortly. HP will also be doing little to win a place in the hearts of the Green lobby since it is effectively condeming a vast number of plastic cartridges that could be recycled.

[Raj1788]

@WestMidsPrints

I have sent you a private message, For the further course of action that cannot be shared in a public post.

Can you please check your inbox on the forums page for the private message.

Have a great day!

[WestMidsPrints]

No problems- I simply won't buy any HP productsin the future and will switch to another make of printer- simples & problem solved here in the UK- Kind regards!