invalid 'Previously Used Geniune HP Cartridges Installed' after firmware update WBP2CN1716AR

[jimc104]

I installed this firmware update today after receiving routine email notice and now every time I print I get a bogus error message that the ink cartridges are all previously used. NOT TRUE. These cartridges are less than one month old and are the first replacement cartridges I have installed in this printer which was purchased just a couple months ago. The printer and cartridges were all bought from Staples in genuine HP packaging and everything worked fine before I upgraded the firmware.

This is about my 6th HP OfficeJet Pro MFP in the past 20 years and after reading about all these errors I now believe that my last printer [OJ PRO 8500] stopped working prematurely due to a previous incarnation of this "User Experience Improvement".

I have two HP desktop PCs also.

If this is not addressed - and very soon - I am afraid that HP will never ever sell me anything again. Ever !!!!!

[MKazi · Accepted solution]

@jimc104

Thanks for reaching out to us on HP Support Forums. 🙂 I came across your post and would like to help.

I understand that you have an HP OfficeJet Pro 8710 All-in-One Printer. I read that after installing s firmware update for your printer, the printer says that the ink cartridges are all previously used. Though the ink cartridges are original HP cartridges and were installed in the printer before the update, the printer displays this message. Not worry, I'll do my best to help you. 

To provide an accurate resolution, I need a few more details: 

• Did you try to remove and reinstall the cartridges?

Meanwhile, I recommend you to perform the following steps to isolate the issue and arrive at a fix: 

• Disconnect the power cable from the printer while the printer is still ON.
• Disconnect any other cables if connected the printer.
• Press and hold the printer’s power button for 15 seconds.
• The printer should be directly connected to the wall outlet and not to a surge protector. Reconnect the power cable to print and the printer should power ON by itself. If the printer doesn’t power ON then please manually power it ON.

If the issue persists then I suggest you to perform a reset on the printer. The reset will restore the printer to its original settings. If it is connected to a network then it will get disconnected and later you may reconnect it again. I have sent you a private message with the reset steps.

I sincerely hope this fixes the issue. Feel free to keep me posted. Cheers! 🙂

[jimc104]

Thank you for your quick response[s]!  After 24 hours the message disappeared by itself so I will keep your instructions in case it comes back, since I have already spent a half day downloading [DSL] and installing the firmware and posting the issue. I really do not have time for resetting and reinstalling the printer right now because I am providing 24 hour nursing care for my wife after an accident and brain surgery. Before she retired from working as a public school teacher my wife used to burn through a set of XL ink cartridges on our old OfficeJet MFP every month creating materials for her classroom. I am a retired IT support person and have worked on every computer platform since punch cards and batch processing so we have never considered shortcuts like refilled printer ink cartridges to be any "bargain". We have spent many thousands [USD$] on genuine HP supplies and never used anything else, so we find this effort by HP to enforce owners to do what we have always done willingly to be a clumsy and short sighted measure. I say this because of many years of experience with measures like software "copy protection", and various licensing measures [Windows Genuine [Dis?]Advantage comes to mind].  I have seen far too many cases where valid and legally licensed software has been disabled or corrupted by such attempts.  I feel that HP is following the herd, from Microsoft to Symantec [some of my favorite companies for decades!] into the subscription model of business where customers are turned into a continuous cash/profit stream instead of loyal customers attracted - and kept - by competitive and attractive and good value products. HP is historically one of the greatest companies - not just one of the greatest IT companies, and they have never had a more loyal customer or promoter than me [I have never owned or recommended any other brand and have installed more HP printers than I could ever count], but I predict this effort will be a failure. They are looking only at short term profits and since they are providing no additional goods or services or value  to their customers for this additional complexity and cost it should be apparent to them. Best wishes to all at HP.

[MKazi]

@jimc104

Thanks for the feedback.

I have escalated your concern to HP’s Support Team in your region to have it reviewed for available options, if any.  You should be contacted within 4 business days (Excluding holidays & Weekends).  

Response times may vary by region. Please send a Private Message, if you aren’t contacted within 4-5 business days.

[jimc104]

Thanks again for your help.

David Packard, and William Redington Hewlett are personal heroes of mine.  I would hate to see one of the descendants of their great company go out of business through short term profit seeking. 

My sincerest best wishes to all the smart and hard-working people at HP!

P.S. My OJ Pro 8710 is still under warranty but all I really have invested is [USD]$100 in a spare set of ink cartridges which I will return - and then buy my first Epson[?] MFP if I have another problem like "expired" cartridges or bogus "previously  used"  errors. My time in retirement is too valuable to me to be wasted debugging totally unnecessary problems with firmware.  Customers can think short term, too, if forced.