12 Replies Latest reply: Apr 16, 2013 2:13 AM by ciara_b
tsaar Level 1 Level 1 (15 points)

On saturday I installed the automatic software update for my HP C4180 printer.

 

02-03-13 18:24:44installd[4749]Installed "HP Printer Software Update" (2.13)

 

Immediately after this I got an error message "Print cartridge faulty or incompatible"

 

This is an official HP 343 Tri Colour cartridge that I bought just two weeks ago. 

Serial Number 1782519082603293 and a date '2014/04/07 Y'

 

I have reset the printer as per instructions on HP website. Now the error has changed to

'Ink cartridge problem, remove and check color cartridge' 

 

Posted this question on the HP forum but have gotten no reply so far.

Anybody else been hit by this wonderfull new functionality offered by HP Printer Software Update" (2.13)?

  • 1. Re: HP print cartridge stops working after software update
    BDAqua Level 10 Level 10 (116,475 points)

    Hmm, gave up on hp injets because this silly "feature" long ago. There was a way to get around that & have it print, but forgot how, sorry.

     

    Really long shot... is your Date & time on the Mac correct?

     

    Bootup holding CMD+r, or the Option/alt key to boot from the Restore partition & use Disk Utility from there to Repair the Disk, then Repair Permissions.

     

    Mac OS X: About the Reset Printing System feature ...

     

    http://support.apple.com/kb/HT1341?viewlocale=en_US

     

    10.5/10.6/10.7/10.8 instructions...

     

    In System Preferences>Fax & Print, Right click or Control+click on the Printers list Sidebar, choose Reset Printing System.

    if you hold option and click the "-" tab it resets the printing system.

     

    http://www.macosxhints.com/article.php?story=20031215144430486

     

    Safe Boot from the HD, (holding Shift key down at bootup), run Disk Utility in Applications>Utilities, then highlight your drive, click on Repair Permissions.

     

    Any devices that previously appeared in your Printer List and Fax List will need to be added again after resetting the printing system.

    Resetting the printing system in Mac OS X 10.5.x+++

        1.    To use the Reset Printing System feature in Mac OS X 10.5.x, follow these steps:

        2.    Choose System Preferences from the Apple menu.

        3.    Choose Print & Fax from the View menu.

        4.    Control-click on list of printers on the left side of the window, then choose "Reset printing system" from the contextual menu. If you don't see a list of printers, Control-click on the text "Click + to add a printer or fax" and select "Reset printing system..." 
   
  As an alternative, if you currently have one or more printers listed, you can Option-click the "-" (Remove printer) button.

     

    http://support.apple.com/kb/ht1341

     

    Reboot.

  • 2. Re: HP print cartridge stops working after software update
    tsaar Level 1 Level 1 (15 points)

    Thanks for the suggestions.

    I will give some of them a try, it won´t hurt.

     

    Date and time on my mac are set by timeserver and are correct.

    What I think is happening here is that HP has implemented new firmware for my printer which runs a check on the chip that is built in to the inkcartridge. Doing so allows them to ´expire´ older cartridges (you know, the refilled ones...) and or reject cartridges based on whatever criteria they may have dreamed up. For instance I hear they use regions, to make sure you don´t buy cheaper catridges from other countries. I think all of this is plain evil, but over the years I have come to expect nothing less from the good people at HP.

     

     

    My cartridge is not a refill and brand spanking new.

    My guess is HP´s Software is not working correctly (again, no surprises there, they have quite a reputation in that area too)

     

    I´ll be calling local HP support and see what they tell me. I´ll get back here and report.

     

    Cheers,

  • 3. Re: HP print cartridge stops working after software update
    BDAqua Level 10 Level 10 (116,475 points)

    Yeah, I'm interested in hearing... btw, my official hp carts gave me the date problem after about a dozen prints, because I didn't use it often enough.

  • 4. Re: HP print cartridge stops working after software update
    ciara_b Level 1 Level 1 (10 points)

    Hi tsaar

    I'm an HP employee and I spend a bit of spare time on our HP Support Forum. I haven't had any luck finding your post on the Forum so thought I'd reply here. Have you tried cleaning the cartridge contacts? (see http://h10025.www1.hp.com/ewfrf/wc/document?cc=ie&lc=en&docname=c01091133 for details)

    If that doesn't fix it then I'd suggest contacting HP Phone Support, as your cartridge is still under warranty (until April 2014, judging by the date 2014/04//07 you provided)

    I couldn't spot the SW update you mentioned on the HP support page  http://h10025.www1.hp.com/ewfrf/wc/softwareCategory?os=219&lc=en&cc=ie&dlc=en&sw _lang=&product=1141647#N215

     

    Do you have any further details on the update?, as I'm not familiar with it.

    Thanks

    Ciara

  • 5. Re: HP print cartridge stops working after software update
    seventy one Level 6 Level 6 (8,990 points)

    Hi Ciara,

     

    You couldn't explain this wicked planned obsolescence feature that tsaar described could you?   (Without losing your job)

     

    Frankly, I shall not be replacing my HP with HP in future, however low they price the printer.   It's not fair trading as I see things.

  • 6. Re: HP print cartridge stops working after software update
    ciara_b Level 1 Level 1 (10 points)

    Hi seventy one, no wickedness

    I'm in the inkjet side of the house in HP, I'm not a SW expert but I can follow up with some of the folks that are. Hopefully I can help in some way to get tsaar back printing.

    Sorry to hear you weren't happy with your own printer, out of interest was it also a PS C4180?

    Thanks, Ciara

  • 7. Re: HP print cartridge stops working after software update
    seventy one Level 6 Level 6 (8,990 points)

    Hi Ciara,

     

    Thanks for your cheerful reply; good advert for HP .

     

    I have a C6280 which I suppose has not been too bad ... but I have found niggling factors which have left me disappointed overall.    The premature 'ageing' of some inks in particular.  But there you are.   (Don't have a smilie for resigned patience).

  • 8. Re: HP print cartridge stops working after software update
    ciara_b Level 1 Level 1 (10 points)

    Hi seventy one

    What is something like an 'ink expiration near' msg that was bugging you? I have come across a couple of posts on the HP Support Forum where folks have said it's a bit of a pain.

    I think for the most part it can still print (more details http://h10025.www1.hp.com/ewfrf/wc/document?cc=ie&lc=en&docname=c01373127 and http://h10025.www1.hp.com/ewfrf/wc/document?cc=ie&lc=en&docname=c01764161 )

    The PS C6280 was released around 6yrs ago I think, and some of the newer inkjet technologies are much better in my view.

    Anyways, time for a coffee fix

    Ciara

  • 9. Re: HP print cartridge stops working after software update
    tsaar Level 1 Level 1 (15 points)

    Hello & thanks for your reply.

     

    Yes I tried cleaning the contacts, it did not work unfortunately.

     

    When I enter special maintenance mode on the printer sometimes it wants to recalibrate / align the printheads.

    (btw those maintenance menus are confusing, then again not intended for normal users like me)

     

    Printing a calibration page works flawlessly, proving there is _nothing_ intrinsically wrong with the cartridge. Sometimes, right after calibrating I can actually print one job. Right after that the cartridge error comes back up.

     

    Will call support in Spain as soon as I can, I have been too busy lately. I suppose they will have me send it in and send me a new one or something like that.

     

    I was also thinking of opening up the printer and draining the CMOS, making it forget about any cartridges it has seen. That may work.

     

    Will get back when I have some more news, not at the top of my priority list anymore.

    I was just a bit miffed, doing a software update and immediately having a cartridge come up with an error is just no coincidence.

     

    Bye,

  • 10. Re: HP print cartridge stops working after software update
    ciara_b Level 1 Level 1 (10 points)

    Hi tsaar

    I'm going to help follow up on this, as it sounds like it could be an intermittent issue with the cartridge making it difficult for the printer to 'read' it. The cartridge is still under warranty so you'll be able to get a replacement. I'll contact you via private message on the HP Support Forum (as I'm not sure how to do it here)

    Thanks

    Ciara

  • 11. Re: HP print cartridge stops working after software update
    tsaar Level 1 Level 1 (15 points)

    Just called HP support Spain.

     

    After some tests they conclude that most likely the cartridge is faulty and will send me a new one in a few days.

     

    I still wonder about the coincidence of this happening immediately after the software update. But there you have it.

     

    Cheers, and thanks to all that offered some help here.

  • 12. Re: HP print cartridge stops working after software update
    ciara_b Level 1 Level 1 (10 points)

    Hi tsaar, glad to hear you're getting a replacement.

     

    Ciara