solution Contentsolution Content

HP LaserJet Printers - 'Unable to Authenticate' Displays

This document is for the HP LaserJet Pro MFP M125a, M125r, M125ra, M125rnw, M126a, M126nw, M127fn, M127fp, M127fs, M127fw, M128fp, M128fw, Color LaserJet Pro MFP M176n, and M177fw printers.
When a new toner cartridge is installed, an Unable to Authenticate error message displays on the computer.

Step 1: Use genuine HP toner cartridges

HP recommends that you use genuine HP ink or toner supplies. HP cannot guarantee the quality or reliability of non-HP or refilled cartridges. If you do not use genuine HP cartridges, the steps in this document might not resolve the issue. To check the authenticity of your cartridges, go to the HP anti-counterfeit webpage (in English).
Purchase replacement cartridges and other supplies from the HP Store or local retailers.
If the issue persists, continue to the next step.

Step 2: Update the printer firmware

Updating the printer firmware can resolve toner cartridge authentication issues. Use one of the following methods to update the printer firmware.

Step 3: Service the printer

Service or replace your HP product if the issue persists after completing all the preceding steps.
Go to Contact HP Customer Support to schedule a product repair or replacement. If you are in Asia Pacific, you will be directed to a local service center in your area.
To confirm your warranty status, go to HP Product Warranty Check. Repair fees might apply for out-of-warranty products.