It has just been confirmed that HP has released a new firmware version that has been downloaded to a number of printer models in their range via a network or internet connection.
- Update: We have received reports that this firmware upgrade was built into the printers as a clocked automatic upgrade and it may not be possible stop it from occurring by turning off the Auto upgrade.
If you have Compatible HP cartridges that were previously working but are now displaying the message 'Cartridges Missing or Damaged', it is likely that your printer has received the new firmware.
Unfortunately, this problem is industry wide and is affecting all compatible/third party cartridges from all UK suppliers.
Which Printers Are Affected:
- HP Officejet Pro 8610
- HP Officejet Pro 8615
- HP Officejet Pro 8620
- HP Officejet Pro 8625
- HP Officejet Pro 8630
- HP Officejet Pro 8640
- HP Officejet Pro 8660
- HP Officejet Pro x576dw
- HP Officejet Pro x476dw
- HP Officejet Pro x476dn
- HP Officejet Pro x551dw
- HP Officejet Pro x451dw
- HP Officejet Pro x451dn
- HP Officejet 6830
How To Prevent it:
Unfortunately the only sure fire way to prevent future firmware updates from being installed is to remove your printer from the network or internet connection and use the printer attached via USB only. We appreciate this may not be possible in all circumstances it may help to keep you printing in the short term until updated cartridges are available.
Whilst some of these printers to have the option of turning off automatic updates, it is our experience (and that of many of our customers judging by feedback we have received) that this option is not always adhered to and updates may still be applied even if the option is turned off.
It may be worth a try though, so if you want to give it a go the steps below should help if your model supports it:
As long as Web Services is enabled, you can select the Web Services icon as seen in the image outlined in red:
- Go to Settings,
- Then select Printer Update,
- Then Auto Update,
- and Off.
This will prevent the firmware from being updated on the printer. Within the same menu if you want to, you can also go to ePrint On/Off and Apps On/Off.
We are working hard with our manufacturer to produce cartridges that are once again able to work as expected with the affected models, we hope to have these available within the coming weeks.
- Update: A new chip has now been produced and confirmed to work on the affected models - We have stocks of updated cartridges en route and expect these will be with us early october.
What To Do If You're Having Problems:
At INKredible all of our cartridges are 100% guaranteed to work in your printer. Even though this issue has arisen as a result of updates published by HP rather than a fault with any of our compatibles, if you have purchased your compatible cartridges from us and are having problems, then, as always, you will not be out of pocket!
All we need is for you to contact us with details of the error message you’re experiencing together with your printer model, and a member of our team will get back to you within 24-48 hours to advise further.
What We Will Do For INKredible Customers:
For any unusable cartridges you have, we would like to offer you Reward Points to the equivalent value, as well as an extra £5 by way of a good will gesture as we understand the situation is very frustrating.
You will also be the first to know via email when we have updated cartridges available to purchase and will have priority if initial stocks are limited.
- Update: Alternatively, as we now have the updated cartridges en route from the manufacturer, if you would like to wait for the updated cartridges to arrive, just let us know and we will arrange replacements to be sent out as soon as they arrive.