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HP Customer Support - Knowledge Base

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  • Information
    Fix Windows 10 Update Issues

    > Print spooler or any other printer problems caused by a Windows 10 update or upgrade - Click Here
    > Resolve Windows 10 or update issues on HP computer – Click Here

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HP Printers - 'Used or Counterfeit ink cartridge Detected' or 'Counterfeit ink cartridge Advisory' Error

This document is for HP inkjet printers.
A Used or Counterfeit ink cartridge Detected, Counterfeit ink cartridge Advisory, or Used, Refilled, or Counterfeit ink cartridge Detected error message displays on the computer or printer control panel. The message is meant to indicate refilled or counterfeit ink cartridges, but it can also occur when a genuine HP ink cartridge is depleted or almost depleted.

Step 1: Use genuine HP ink 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 using genuine HP ink cartridges resolved the issue, you do not need to continue troubleshooting.

Step 2: Acknowledge the message, and then continue with the print job

Click or press No, OK, or Continue to dismiss the message. The printer continues with the print job.
You might have to dismiss the message every time you print.
If these steps resolved the issue, you do not need to continue troubleshooting.

Step 3: Reset the printer

If you still cannot print or if you are not able to dismiss the error message, reset the printer.
  1. With the printer turned on, disconnect the power cord from the printer.
  2. Unplug the power cord from the power source.
  3. Wait 60 seconds.
  4. Reconnect the power cord to a wall outlet and to the printer.
    note:
    HP recommends plugging the printer directly into a wall outlet.
  5. Turn the printer on.
If these steps resolved the issue, you do not need to continue troubleshooting.

Step 4: Replace any empty or problem ink cartridges

Check the estimated ink levels through the printer software or control panel, and then replace any low or empty ink cartridges.
note:
Ink level warnings and indicators provide estimates for planning purposes only. When an indicator shows low ink levels, consider having a replacement ink cartridge available to avoid possible printing delays. You do not need to replace ink cartridges until print quality becomes unacceptable.
If an ink cartridge is empty, you might continue to receive this error message every time you print until the empty ink cartridge is replaced. The error can occur once for every empty ink cartridge installed in the printer.
If you received this error with a new ink cartridge, the ink cartridge might be under warranty.
If you have a defective cartridge or printhead, it might be under warranty. To check the warranty on your ink or toner supplies, go to Printer and Page Yield Overview, and then review the limited warranty information for your supplies.

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