Cartridge Problem error message (One or more cartridges appear to be damaged) when you are using non-HP cartridges or refills

Following a firmware upgrade on selected printers utilizing the following cartridges, 934 / 935 / 950 / 951 / 970 / 971 some cartridges suddenly stopped working.

HP indicated in a statement that the reason for the upgrade was to protect the security chip. However, this upgrade was done automatically and without customer consent. Consequently, millions of customers across the world were all the sudden unable to print. So, under pressure from all the different consumer groups, HP announced that they would release a firmware to reverse the unsolicited upgrade. Those upgrades are now available on the HP Support website under the client’s specific printer model.

A procedure is available with a link to the different printer models. Simply follow the instructions for the upgrade/downgrade.

Visit this link to know the procedure for your printer model :


Currently may effect the following printers:
OfficeJet Pro 6230 series
OfficeJet 6810 series
OfficeJet 6820 series
OfficeJet Pro 6830 series
OfficeJet Pro 8610, 8615, 8616 series
OfficeJet Pro 8620, 8625 series
OfficeJet Pro 8630 series
OfficeJet Pro 8640 series
OfficeJet Pro 8660 series
OfficeJet Pro X451dn
OfficeJet Pro X451dw
OfficeJet Pro X476dn
OfficeJet Pro X476dw
OfficeJet Pro X551dw
OfficeJet Pro X576dw

9 thoughts on “Cartridge Problem error message (One or more cartridges appear to be damaged) when you are using non-HP cartridges or refills

  1. Omri says:

    i tried to install the firmware update but its allready was installed and still i get the same error, can you plz help me? (i have officejet pro 6830)

  2. Justin B says:

    Hi Omri,

    Regarding the HP 6830 (934/935) cartridges you would want to downgrade the firmware for that printer if that is possible at this time. You would need to contact HP for more information on getting the downgraded firmware. Once you have your set of cartridge working it is best to disable automatic software updates for that printer. In most cases, the update is just to make old cartridges no longer work. If after doing this the cartridge is still giving you the error then it is most likely the chip on the cartridge has failed and you will need to replace the cartridge with a new one. Hope this helps.

  3. Perry says:

    I have a Officejet Pro 8600 Premium. I am getting this message that says one or more cartridges appear to be damaged. Remove them and replace with new cartridges. I have been using this printer for over 3 years with compatible cartridges, but now I am receiving this message. Have you heard anything about my printer model. Your article concerning these particular cartridges did not mention my particular printer that is referred to above. I really need a solution. I have already replaced all of the cartridges and I am still getting this message. If you can help, it would save me from having to buy another printer.

  4. Justin B says:

    Hi Perry,

    There are things that may be happening here. One the printhead in the printer is no longer reading the chips on the cartridges or the chips used on the cartridges have failed or shorted.Replaced the error cartridge(s) with a new one. Then let the printer do its thing (this could take a few minutes). After this then reinstall the “damaged” cartridge. It should now work. If this does not work for you then the chip on your cartridge has most likely failed. You will need to purchase a new cartridge to replace the damaged one.

    This printer is slow when changing cartridges so take your time.

  5. Jeff Li says:

    I have HP OfficeJet 6600 All in One that has the same problem but not being listed above. I do use HP cartridges that purchased from HP website. I went through all steps for troubleshoot but still doesn’t work. Can any one help? I almost feel hopeless.

  6. Justin B says:

    Dear Jeff Li,

    If you are using OEM HP cartridges check to make sure they sent you the correct cartridges. The black should be 932 or 932XL and the colours should be 933 or 933XL. You printer should tell you which colour is giving you this message. If it is just one cartridge then replace it with a new one. If it is listing a problem with all 4 cartridges then there may be something else going on.

  7. Jeff Li says:

    Thank you Justin, cartridges codes are correct. My printer can identify which one is not being installed quickly if there is one missing. After I installed all cartridges, it always shows the same error msg that I uploaded last time. The error msg is always displayed as the following: “One or more cartridges appear to be damaged. Remove them (three colors) and replace with new cartridges”. I bought all new HP qualified cartridges three times for both black and colors. I had tried everything (all steps troubleshooting) followed HP websites and some other forums but no luck. I am not sure it is HP chip security issues or patch (software or firmware) updates’ issues. I am a chief data architect but couldn’t get this resolved at home. I just want to find out the real issues and have no problem to buy a new one. Please help if anyone can.

    Thank you again Justin!!! Happy New Year!

  8. Justin B says:

    Hi Jeff,

    Are the “HP qualified cartridges” HP OEM cartridges or an aftermarket? I would try genuine HP cartridges at this point. If you are in Winnipeg you can bring your printer into the store for us to have a quick look at it. But based on your IP address it looks like your in the USA. The chips should not be an issue at this point as HP is no longer updating the firmware for these printers.

  9. Jeff Li says:

    Thank you Justin, I am in Maryland USA and hope there is a location I can go. I bought two sets of cartridges from HP website after two sets of cheaper brands.

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