You may have encountered a firmware update issue if you receive any of the following error messages, especially if it appears unexpectedly after installing a new cartridge.
Cartridge problem : One or more of the cartridges may be missing or damaged
Cartridge problem : Remove and reinstall the indicated cartridges
Cartridge problem : Cartridges have been blocked by the printer firmware becuase they contain a non-HP chip
To fix the “cartridge problem” message, you need to revert the firmware to the proper version. Download the appropriate version for your printer below:
HP OfficeJet 6950
HP OfficeJet 6954
HP OfficeJet 6958
HP OfficeJet 6960
HP OfficeJet 6962
HP OfficeJet Pro 6968
HP OfficeJet Pro 6970
HP OfficeJet Pro 6975
HP OfficeJet Pro 6978
HP OfficeJet Pro 7720
HP OfficeJet Pro 7730
HP OfficeJet Pro 7740
HP OfficeJet Pro 8210
HP OfficeJet Pro 8216
Run the downloaded file. Your computer may give you several warnings about opening the file. This is normal and you may proceed. Click the button that says “Select All” then click on “Update”. This will start the update process. Once complete, your cartridges will work again.
Note: You must do this on a Windows computer as the files are not compatible with Mac. If you have a Mac or are unable to perform the steps from a Windows computer, please contact us to set up an exchange for the cartridges.
How can I prevent this issue from happening again?
Turn off your update setting so you don’t get affected again in the future. Here’s a 30 second video that shows you how to do this:
What if I’m not able to perform the above steps?
If you are unable to successfully revert your firmware using the steps above, simply contact us and we can help you return the items to exchange them for the new version cartridges which will work with your updated printer.
* Reverting your printer firmware may affect other functionality. Please see your printer support page for more details.