Troubleshooting HP Printer Firmware Issues After an Update

Question:

I haven't used my HP printer for about six months. Recently, I tried to use it and noticed that it needed ink because it was printing blank or very faint pages. After adding the ink and correctly reinstalling the black ink cartridge, I attempted to print a 25-page document. Surprisingly, it printed only the first page perfectly before stopping completely. The printer then displayed the error message:

Ink Cartridge Problem: Remove and reinstall the indicated cartridge, making sure it is correctly installed, and then touch OK.

Earlier, I noticed an HP software update on my laptop, which I allowed. I am uncertain whether this update caused the issue or if HP updated the printer firmware in the background to block refilled cartridges. My printer's current firmware version is NSM2CN2022AR.

I live in Canada near Niagara Falls, and I believe I purchased my ink refill from BCH Technologies a few years ago. Could you advise on what might be the problem and whether downgrading the firmware could resolve it?

The Likely Cause: Firmware Update Blocking Your Cartridge

Based on your description and the firmware version NSM2CN2022AR, it is highly likely that your printer firmware was automatically updated. HP frequently releases silent updates designed to block third-party or refilled cartridges. These updates can occur automatically, especially if auto-update settings are enabled on your printer or within the HP Smart software on your computer. Even if the cartridge worked before, an update can suddenly prevent it from being recognized.

Why Did Only One Page Print?

This issue commonly arises when the printer initially recognizes the cartridge but then triggers a validation check, which may happen mid-print. If the firmware identifies the cartridge as non-genuine, it will halt the printing process and display the Ink Cartridge Problem error message.

Steps to Resolve the Issue:

1. Reinstall the Cartridge:

   • Carefully remove and reinstall the cartridge as prompted.

   • Clean the chip with a lint-free cloth and isopropyl alcohol to ensure good contact.

2. Check for Firmware Downgrade Options:

   • Visit the HP Support Page (https://support.hp.com) and search for your printer model.

   • Look for an older firmware version and disable automatic updates both on the printer and in HP Smart.

   • Run the downgrade utility using a Windows PC (not Mac), and manually extract the firmware if necessary.

3. Disable Automatic Firmware Updates:

   • On the printer: Go to Setup > Printer Maintenance > Update Printer > Off.

   • On your computer: Turn off updates in HP Smart and, if needed, through Windows Update.

4. Consider Using Original Chips:

   • If a firmware downgrade is impossible, try using refillable cartridges that include original HP chips from spent cartridges. BCH Technologies might offer such options.

Printer Dormancy and Printhead Clogging

Since the printer was unused for six months, it is also wise to check for potential printhead clogs. Conducting a printhead cleaning cycle after resolving the chip issue can help restore print quality.

BCH Technologies Support

If you bought your ink refill from BCH Technologies and need a replacement chip or further assistance, please reach out with your order number. We are familiar with many HP models and might have a suitable solution available.

Addressing Printer Repairs

Addressing printer issues can be a complicated affair due to the hands-on nature of the problems. Therefore, we're not able to provide remote troubleshooting or support for printer repairs. We offer an in-person evaluation and repair service (https://bchtechnologies.com/printer-repair-service) via our local diagnostic facility. Due to high demand, we operate on a first-come, first-served basis, and it may take several weeks before we can accommodate your printer. We provide services to repair the entire printer or specific components, with clear guidance on the next steps. However, we understand that our repair costs might not be the most affordable, so we highly recommend using self-help methods, such as visiting our YouTube channel (https://youtube.com/@bchtechnologies) and utilizing YouTube's search function for related video content.

We greatly appreciate your support of BCH Technologies. If you have further questions or need assistance, feel free to reach out. Thank you again for your continued engagement!