Fix for HP Officejet Firmware Update Blocking Third-Party Cartridges

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Hewlett Packard (HP) released via the internet, a new firmware, on Weds. 9/13/17, for some of the HP Officejet series printers that blocks third-party ink from functioning correctly.   Customers who have previously undone the default setting allowing HP to update software / firmware automatically have probably not experienced any problems.  However ….

 

The “fix” is available on HP’s website as described below.  Doing so removes the blocking feature, and allows users to continue printing as before.
 

If you have had this problem, follow the instructions below.  If you are unsuccessful in restoring the printer’s operations call us and we can try and assist you over the phone.

Below is a list of printers that have been affected by this firmware update.

• OfficeJet Pro 6230 series

• OfficeJet 6810, 6820 series

• OfficeJet Pro 6830 series

• OfficeJet Pro 8610, 8620, 8630, 8640, 8660 series

• OfficeJet Pro X451dn/dw, X476dn/dw, X551dw, X576dw

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Printers will show the following error message after the new firmware is installed automatically via the internet on the printer:

"One or more cartridges appear to be damaged.  Remove them and replace with new cartridges." Is displayed on the printer’s screen.

Some of the cartridges that are inserted may be accepted, but once you add all of them, the error message is shown.

 

Affected ink cartridges are: 

• 950XL / 951XL colors

• 934XL / 935XL colors

• 970XL / 971XL colors

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HP's Support Page contains a list of printer models affected by this update, and download links next to them under corresponding computer Operating Systems.

If you are using third-party (remanufactured/compatible) ink cartridges and are receiving an error stating the cartridges are damaged, please follow the link below to HP's Support page and download the firmware patch for your printer model.
 

INSTRUCTIONS:

1. Click this link to HP's Support page: https://support.hp.com/us-en/product/HP-Officejet-Pro-6830-e-All-in-One-Printer-series/5390307/document/c05308850/

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2. Navigate down the webpage and find your printer's model number in the list. Click the "Download" link next to your model. Be sure to select the correct download link depending on your Computer's Operating System, I.E. Windows 7,8, 8.1, 10 on the left side, Mac OS 10.9, 10.10, 10.11 on the right. If you receive a broken link message, or if the download doesn't start, we may be able to provide the file for you. Call us if you need to.

 

 

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3. Select to save the file and run when completed. A prompt from Windows (If applicable) will show, asking if you want to allow the file to run. Select "Yes" and it will begin extracting the patch for the printer.

 

 

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4. An additional prompt from Windows (if applicable) stating that Windows Firewall has blocked some features of this app will show. Select "Allow access". 

 

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5. Select your printer from the list, below is just an example of what it may look like. Select "Update". The firmware will be sent to your printer depending on how you have it connected to your computer (USB/Wireless/Ethernet).

Caution: DO NOT TURN OFF, INTERRUPT, OR OTHERWISE CANCEL THE FIRMWARE UPDATE WHILE IT IS IN PROGRESS

 

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6. The printer will update and be unusable for approximately 5 minutes. Once the update is complete, the HP update software will say it completed successfully. If it fails, restart the printer, re-download the installer and try again. Once complete, you will no longer see a message about damaged cartridges, and will once again be able to use third-party ink cartridges. 

 

*This process is a bit different for Mac Operating System users, but only in regards to running the downloaded application.

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