How to resolve HP “Cartridge Problem” message

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:

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 to resolve hp “cartridge problem” message
Note: If you get a “failure” message, please restart your computer and printer, then try again.

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.

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