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Has a printer update rendered your cartridges redundant?

Printer software update

You fire up your PC, turn on your printer and send a file to print and then… ‘cartridge not recognised’. The printer won’t print. So what’s changed since yesterday? You may be the latest victim of a printer update.

Third-party ink cartridges are generally a fraction of the price of printer-branded inks, but we’ve heard reports of printer updates rendering these cartridges unusable.

We asked Which? members to share their printing problems and a number of them sounded like they related to software updates. However, with some printers set to automatically update, it can be hard to pin a specific problem to a specific update. Ian C told us:

‘I bought compatible inks. After a few weeks they suddenly stopped working, with a message saying they were incompatible. Replaced them with new ones but had the same problem.’

Tony G had a similar experience:

‘Lo and behold, my printer has started rejecting – that is, not printing when I use third-party cartridges – but when I then replace them with printer-branded ones it seems to work fine.’

We tried updating the firmware on three second-hand printers in our lab and the printers worked just as well with third-party ink before updating as they did afterwards. So updates won’t always stop your cartridges from being recognised.

HP printers rejecting ink cartridges

However, there have been some very recent victims. Just last week we heard a number of reports from members whose HP printers have stopped working with the third-party inks.

Mr White’s printer ink cartridges have been affected by the latest update:

‘I own an HP 3055A printer which uses the popular 301 cartridge, today I changed the cartridges and find that the printer will no longer print as it detects that a non-HP cartridge has been installed. A printer update was reported as being available from HP when I turned the printer on – on the 7 March – and I updated prior to installing the new cartridges. After installing the new cartridge the information screen on the printer showed the message “incompatible cartridge detected”.’

Rob Stone has also suffered at the hands of a recent update to his HP Officejet 6600 and said:

‘I’ve been using third-party inks with no issues for several months. It was when I accidentally ran an HP update from my PC that the problem occurred. The error message said “There is a problem with the printer ink or system. Turn printer off, then on. If problem persists, contact HP”. It prevents me from moving to any other menu on the printer.’

Your right to use third-party printer inks

As iPhone 6 users suffering at the hands of the ‘Error 53’ message know only too well, update issues aren’t only a problem for printers. But, fortunately for affected phone users, Apple released a fix.

It may not be quite so simple to roll back a printer update. We’ve previously spoken to printer manufacturers about software updates, with Brother, Canon and Epson telling us that reverting to a previous firmware version wasn’t usually possible at all. HP stood out from the crowd by saying that you could roll ball its updates, but it’s not an obvious or simple process.

In light of this latest glut of update issues, we’ve approached HP to find out what’s causing the problem and whether it’ll be possible for those affected to get their printers working with their inks again.

You absolutely should be able to choose to use third-party ink in your printer. The big consumer printer brands have all signed up to a voluntary agreement which includes a provision around not preventing third-party ink from being used in their printers.

If you’ve suffered a ‘printerruption’ as result of a printer software update – or which you suspect is as a result of a recent update – we want to hear about it.

Comments

This happened to me just this week with my HP OfficeJet Pro 8610. I’ve had it for 6 years and have used a mix of HP and compatible cartridges. Over last weekend I had to swap out two colours and only had compatibles available. I had all manner of errors on the screen and flashing lights.
Two semi-full resets later and I was able to print an image with the compatibles from a USB device, but I could not send a file from the PC – initially the printer shows idle in the management interface but as soon as you try to print it goes to an error state. Even HP Print and Scan and Doctor would not proceed once it determined non-HP cartridges were present.
Suffice to say I’ve just swapped in two genuine HP cartridges and full functions have been restored.

I’m disgusted with HP. Imagine having your car serviced with non-dealer parts and then the car refusing to start because you have not used original spark plugs or the air con not working because you don’t have an original pollen filter installed. There would be uproar. Right now I’ve got my printer working but I’ll never buy another HP product as long as I live.