The software that runs and controls the printer is called 'firmware'. Almost all modern printers now update their own firmware automatically via your computer's internet connection.
Firmware/software updates can tell the printer how to communicate, how to move motors, fire nozzles and most important of all, how to recognise original versus compatible (non-original) cartridge chips. Unfortunately, some manufacturers are now are updating printers automatically, so unless you turn the auto-updates off on the printer, these will take place without you having to do anything. Firmware updates are being released frequently and messages such as 'Cannot Detect Ink' or 'Ink Cartridge Cannot Be Recognised', are tell-tale signs that your printer has updated its firmware/driver.
It is worth knowing that compatible cartridges are sold for current machine software/firmware/drivers at the time of purchase. If you have updated firmware/drivers etc. it makes the compatible cartridge 'incompatible' with your printer and is obviously beyond our control.
By using compatible or remanufactured cartridges you are cutting into the manufacturer’s primary source of profit. Because of this, they update the firmware and this may interfere with the printer operations if using compatible or remanufactured cartridges. Firmware on the printer can then produce the message regarding low or zero ink levels if the machine detects a cartridge that is not a manufacturer's original cartridge. It can on occasion prevent the printer from accepting the cartridges completely.
It is a good idea to block the automatic installation of new printer firmware versions to avoid these issues. This can be done by following the procedure in your printer manual.
However, before we write off the use of compatible ink cartridges please try the following trouble shooting.
- Remove the cartridges from your machine with the printer on. If you are required to follow prompts on screen to change a cartridge make sure you do follow them, otherwise you should be able to simply lift the lid or press a specific button to get your carriage to slide across. NEVER pull the carriage across to change a cartridge as your printer will not realise anything has changed. All you will do is cause damage to your printer.
- Turn your printer off from the mains (remove the plug from the wall) and wait for a minute or so. Doing this will give your printer a chance to clear the error it had and power down correctly. It may also be worth ensuring that your printer is communicating this to your computer and that the error on the screen has cleared.
- Turn your printer back on and wait for it to settle down and warn of a missing cartridge.
- Re-install the cartridges individually. If multiple cartridges have been rejected I would recommend installing them individually and ensuring the cartridge is being recognised by the printer before repeating the process for the next cartridge.
If you find that after following this procedure you are still having a problem please contact us, include your order number, the model of printer and provide us with the exact error message shown on the printer.