If you get an error message that says one of the following, you have probably been affected by a firmware update. (especially if it suddenly pops up just as you install a new cartridge):
Cartridge problem : One or more of the cartridges may be missing or damaged
Cartridge problem : Remove and reinstall the indicated cartridges
To resolve this issue, you should revert the firmware back to the correct version. Please download the correct 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
Run the downloaded file. Select the checkbox next to the printer and click “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.