"Used Print Cartridges" Message

[JefD]

     I just purchased a new HP 8720 Inkjet All In One.  After installing it, a message has appeared on the printer screen that says, "One or more of the cartridges installed are genuine HP cartridges that have been used previously."  The cartridges I installed are the ones that came in the new, unopened box.  Is this normal?  And if so, why the message?

[Chimney_83]

Hi @JefD,

Welcome to HP Forums and Thanks for the post. 

 I understand that you installed new cartridges that came with the printer and you are getting a prompt that one or more cartridges have been previously used. I will be glad to help. 

Have you reseated the cartridges?

Recommend you to remove all the cartridges and turn the printer off. 

Turn the printer back on after a minute. 

Insert the cartridges one by one. That means, insert one cartridge, close the cartridge access door, wait for the printer to recognize the cartridge and then install the other one and so on.

Check the ink levels, if they are full, you can ignore the message. 

Are you able to print fine?

If possible update the firmware on the printer by downloading it from www.hp.com/drivers

Refer to this article for assistance. 

Keep me posted. 

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!

[JefD]

Thanks, Chimney.  Yes, I re-seated the cartridges, and I get the same message.  I checked the ink levels, and the black is full, but the other three are only at 75-80%.  All I've really done so far is print an alignment page and a print report.  Is that normal?

[Chimney_83 · Accepted solution]

Thanks for the reply, first-time activation for the cartridges do take some ink, recommend you to check the same with our phone support by filling the form on www.hp.com/contacthp

Keep me posted. 

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!

[JefD]

Okay, thank you.  I will contact phone support and see what they say.

[JefD]

I contacted phone support, and they said that the cartridges were not full because they are "setup ink".  But apparently, I should not have gotten the error message that the cartridges were "used".  I was told that happened because there was not clean contact between the cartridges and the printer - I had to use a moist lint-free cloth to clean the copper contacts.

A related problem is that the instructions that came with the printer are not clear about what ink comes with the printer.  And then they say only use manual setup for the printer if you are going to use HP Instant Ink.

[Chimney_83]

Thanks for the reply and contacting phone support. Do you still get the error for used cartridges? Please do reply if you need assistance with Instant Ink, I will have the case forwarded to our instant ink representative.

Keep me posted. 

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[JefD]

The message no longer appears, and the printer works fine.  It was just confusing to get ink cartridges with a new printer that might have been used and/or not full!

[Chimney_83]

Thanks for the reply, I am confident if the cartridge was in a sealed cover, it would definitely not be a used cartridge. Good Luck. From my understanding, depending on the prints you do a month, Instant Ink would be a very good option. 

Please click ‘Accepted Solution’ on the post that solves your issue to help others find the solution. To show appreciation for my help, please click the ‘Thumbs Up’ Icon below.