PageWide Pro MFP 577dw - Error Code:0xc6fd0813

[redcoffecup]

I'm trying to get a PageWide Pro MFP 577dw printer working. I've encountered some issues that I did my best to document below.

I got an "Older Generation Cartridge" error when I put in a genuine HP PageWide 976Y cartridge. Once I restarted a few times and put the old cartridge back in it, let it sit, and put the new cartridge back in went away. It took several times before it actually worked. During this time, I got the error code: 0xc6fd0913. 

After I restarted a few times and ran the print and scan doctor app. I updated the printer, and the 0xc6fd0913 error went away. I now have the 0xc6fd0813 error.

I tried opening a ticket and getting support to help, but I kept running into an issue where the chat failed before it fully opened. The "HP Customer Support site is temporarily unavailable" as well. I'm hoping to get this issue resolved soon as the printer is needed. I have roughly 6 months left on the warranty as well.

[Andcr]

Hello Redcoffeecup,

We recommend to check expiration date of such cartridge: they have a tag with an expiration date. If cartridge is expired the printer will not accept it even if its full and original.

If problem persists and if your printer is under warranty, you can call Tech support for further investigation. If your printer is out of warranty you can take it to a repair center for further inspection.

[Bob_Headrick]

HP changed the design of the cartridges used in your printer and updated the firmware to reject the old generation cartridges.  See the document here for information. In my opinion, HP should replace any genuine HP cartridges that are giving the Old Generation Cartridge error.  You will need cartridges with an end of warranty date of October 2021 or later.