If you have installed your cartridges and receive an error message stating "Non-HP Chip detected. Cartridges have been blocked by printer firmware" we apologize for the inconvenience. HP has issued a firmware update that affects your printer model and the use of this cartridge.

Please note, to ensure continued operation of your aftermarket printer cartridges, in lieu of firmware updates, please follow these step-by-step instructions to Disable Automatic Firmware Updates on your printer.

To request a replacement item for your printer, please send the following information to support@cartridge-support.com:

1. What printer are you using?
2. Where was your product purchased?
3. What is the cartridge code(s)? (The cartridge codes are located on a small white label on the front or back of the cartridge. There will be 2 rows of numbers only - please include both rows beginning with the top row.) If you have multiple cartridges, please provide all cartridges codes and a replacement will be sent for each code you provide.
4. Shipping address for the replacement product to be shipped to. Please be sure to include city, state and zip code. Once your information is received and verified, replacement product will be shipped via 2nd day service.

To ensure continued operation of your aftermarket printer cartridges, please follow these step-by-step instructions to Disable Automatic Firmware Updates on your printer.

1. On the printers LCD screen, locate the "SETUP" icon on the main screen and press to select.
2. Scroll down and locate "TOOLS or Printer Maintenance" option and press to select.
3. Next, press "Update the Printer" from the available options.
4. Press "Printer Update Options".
5. Choose "Do Not Check”.
6. Do you want to turn on printer updates? Select "NO".

This option prevents the automatic installation of firmware updates that might otherwise eliminate your ability to use aftermarket printer cartridges.

Please note - Not all firmware updates disable cartridges, and some may contain important security updates. We suggest reviewing firmware release notes and periodically checking for critical security updates from your printer manufacturer so you can make an informed decision whether to install a particular firmware revision.***

If you encounter an error message stating that the cartridge cannot be recognized, is an incompatible cartridge, the wrong cartridge is installed or if your printer has blinking lights, there may be a simple solution to fix this.

This solution should also be attempted if you receive a message stating that your printer is printing in Single Cartridge Mode.

• Confirm that the cartridge pictured matches the cartridge you have in your hand or installed in your machine.
• Confirm that the printer you are using is listed in the printer compatibility table as a compatible printer for the cartridge you are trying to install.
• If ONE of these TWO criteria do NOT match, you have most likely received the incorrect cartridge for your printer. Please visit our PRINTER COMPATIBILITY page in order to determine what cartridge you need for your machine.
• Once you have confirmed you have the correct cartridge for your printer, open the cover on the printer and remove the cartridge. 
• Upon removing the cartridge, you will need to locate the copper contacts. If the copper strip is missing, the cartridge will not function and will need to be replaced. 
• If the copper strip is intact, you may need to clean the contacts from any type of obstruction or debris as this may be the cause of the error. 
• You may use a pencil eraser to clean the contacts. Gently brush the copper strip with the pencil eraser to remove any potential obstruction or debris. You may also use any type of lint free cloth or a coffee filter. Again, gently wipe the copper strip with the lint free cloth removing any type of obstruction or debris. 
• Once this is complete, replace the cartridge in the cradle, close the lid and then follow any on screen prompts that may appear. 

• This can be done by turning off your computer and your printer with the cartridges installed.
• Unplug your printer and leave your machines off for 2 minutes.
• Restart the printer and your computer, and attempt your print again. 

If you encounter an error message stating that the cartridge cannot be recognized, is an incompatible cartridge, the wrong cartridge is installed or if your printer has blinking lights, there may be a simple solution to fix this.

This solution should also be attempted if you receive a message stating that your printer is printing in Single Cartridge Mode.

• Confirm that the cartridge pictured matches the cartridge you have in your hand or installed in your machine.
• Confirm that the printer you are using is listed in the printer compatibility table as a compatible printer for the cartridge you are trying to install.
• If ONE of these TWO criteria do NOT match, you have most likely received the incorrect cartridge for your printer. Please visit our PRINTER COMPATIBILITY page in order to determine what cartridge you need for your machine.
• Once you have confirmed you have the correct cartridge for your printer, open the cover on the printer and remove the cartridge. 
• Upon removing the cartridge, you will need to locate the copper contacts. If the copper strip is missing, the cartridge will not function and will need to be replaced. 
• If the copper strip is intact, you may need to clean the contacts from any type of obstruction or debris as this may be the cause of the error. 
• You may use a pencil eraser to clean the contacts. Gently brush the copper strip with the pencil eraser to remove any potential obstruction or debris. You may also use any type of lint free cloth or a coffee filter. Again, gently wipe the copper strip with the lint free cloth removing any type of obstruction or debris. 
• Once this is complete, replace the cartridge in the cradle, close the lid and then follow any on screen prompts that may appear. 

• This can be done by turning off your computer and your printer with the cartridges installed.
• Unplug your printer and leave your machines off for 2 minutes.
• Restart the printer and your computer, and attempt your print again. 

Some remanufactured cartridges come with a clip that protects the printhead and helps to preserve and maintain the quality of the cartridge.

To remove this clip, place the cartridge on a solid surface. Holding the clip with one hand, press down on the cartridge with the other hand and pull back on the clip.

You may also find it helpful to think of the clip as the tab on a soda can. Place the cartridge on a solid surface with the clip at the top. Hold the cartridge in one hand and "peel" the clip back with the other.

Some resistance is normal so don't be alarmed.

You may notice some residual ink on the pad or some ink on the printhead of the cartridge. This is also normal as some clips serve to prime the cartridge in order to allow it to function properly.

Once the clip has been removed, you may install the cartridge into your printer as normal.

If you need to print right away and this troubleshooting did not solve the problem with your cartridge, please select the option entitled "One Cartridge Printing"

If you encounter an error message stating that the cartridge cannot be recognized, is an incompatible cartridge, the wrong cartridge is installed or if your printer has blinking lights, there may be a simple solution to fix this.

This solution should also be attempted if you receive a message stating that your printer is printing in Single Cartridge Mode.

• Confirm that the cartridge pictured matches the cartridge you have in your hand or installed in your machine.
• Confirm that the printer you are using is listed in the printer compatibility table as a compatible printer for the cartridge you are trying to install.
• If ONE of these TWO criteria do NOT match, you have most likely received the incorrect cartridge for your printer. Please visit our PRINTER COMPATIBILITY page in order to determine what cartridge you need for your machine.
• Once you have confirmed you have the correct cartridge for your printer, open the cover on the printer and remove the cartridge. 
• Upon removing the cartridge, you will need to locate the copper contacts. If the copper strip is missing, the cartridge will not function and will need to be replaced. 
• If the copper strip is intact, you may need to clean the contacts from any type of obstruction or debris as this may be the cause of the error. 
• You may use a pencil eraser to clean the contacts. Gently brush the copper strip with the pencil eraser to remove any potential obstruction or debris. You may also use any type of lint free cloth or a coffee filter. Again, gently wipe the copper strip with the lint free cloth removing any type of obstruction or debris. 
• Once this is complete, replace the cartridge in the cradle, close the lid and then follow any on screen prompts that may appear. 

• This can be done by turning off your computer and your printer with the cartridges installed.
• Unplug your printer and leave your machines off for 2 minutes.
• Restart the printer and your computer, and attempt your print again.