HP Support

711, 932, 933, 950, 951, 952, 970, 971, 980, 981.

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 :


Printhead Cleaning

Solution: Try running 1-2 print head cleanings. Below are general instructions for how to perform a print head cleaning, however this is done in different ways on every printer, so consult your manual for exact steps.

On your printer:

To perform a Printhead cleaning on your printer go to: Settings-> Tools-> Cleaning / Clean Printhead.

You may need to perform this more then once if you have not used your printer in a while or have left the printer without cartridges installed for some time.

From your computer:

1. On the computer, click Start, then click on Settings/ Control Panel.

2. Select Printers and Faxes (On Windows Vista, select Printer under Hardware and Sound)

3. Right-click on your printer, and click on Properties. 4. Select the Maintenance / Service tab, then select Print Head Cleaning.


Please Note:

Ink-jet printers should be used on a bi-weekly basis. When ink-jet printers are not used for long periods of time, ink starts drying up in the printhead as the ink is designed to dry quickly on the paper. If running the above printhead cleaning 2-3 did not solve your streaking problem then it most likely means the printhead is clogged or the cartridge is out of ink. If you have put in new full cartridges with this style of printer then it is likely the printhead is clogged and will need to be replaced or manually cleaned which can be very difficult.

For refills to work with your printer you need two sets of cartridge and so to speak “leap frog” or “alternate” them never putting the same cartridge that you just took out back in. This is because the printer remembers the last cartridge that was in the printer and will not allow you to print as the printer thinks it is empty. Once you have two of each cartridge you just need to alternate them for the refills to work. Always replacing the ones form the printer with your back up 2nd set.

#1 If this is the first time you have set up the printer you must use the “SET UP” cartridges that came with the printer first.

#2 Make sure the cartridges are in there correct spot and fully clicked in.

#3 On Printer Refillers compatibles make sure the orange plug as been removed and that the yellow tape covering the air vent has been removed.

#4 On the printer control panel, touch the Ink Level icon. A graphic of the estimated ink levels for each cartridge displays on the control panel.

The printer should show you which cartridge(s) is giving the error.

On the computer window that shows this message, click the “No” button. On the next window that appears, click OK to acknowledge the message.

If you receive this error message please first check that you have the correct cartridge in the correct location in the printer. The printer will tell you which cartridge is giving the error and it would be very unlikely for all the cartridge to give this message. If you have the correct cartridge in the correct location then most likely the chip on the cartridge has failed and you will need to buy a new replacement cartridge. Please return the cartridge to Printer Refillers with your original receipt for support.

After installing your cartridges, you’ll notice the printer still thinks they’re empty, despite having just been refilled. This is due to a computer chip installed on the cartridge which remembers that it has been used.

When using a refilled cartridge “A” that reads empty you will get a pop up box:


Remove cartridge “A” and put in cartridge “B” and you will get:

Just click “No” on this box. Now you will get:

Just click “OK” on this box

If you have tried the instructions for “Message Ink Cartridge depleted” above then read the following:

After switching out the affected cartridge(s) with your spare one you were still getting the cartridges depleted message and cannot print there is the likelihood that the chip on the cartridge has failed.

In the example below you have switched out the yellow cartridge with a spare yellow cartridge and no matter what you do it keeps giving you the error. In the image below you can see the yellow has the round circle with the line in it. This most likely means the chip on the cartridge has failed and you will need to replace the cartridge with a new one. If you had this refilled at our location please bring it back with your receipt and we can refund you and/or purchase a new replacement.

This means your cartridge(s) will only work in your printer. By disableing cartridge protection you will insure that future cartridges that you install will not be locked to your printer and that we will be able to test your cartridge after being re lled.

Windows Computers

1. Click the Start button, and click Devices and Printers.

2. Find your HP printer in the list and double-click it to open the Settings


3. Click the text for Estimated Ink Levels under the heading of Shopping

Resources. This will open the HP Toolbox window.

4. Click the tab for Cartridge Protection.

5. Click the radio button next to Disable HP Cartridge Protection.

6. Click the Save Setting button to save your new set- ting. Then, close the window.

7.You may need to remove and reinstall the cartridge for it to be recognized properly.

Mac / Apple instructions

Step 1. Open “HP Utility” under Applications-> Utilities-> HP Utility Step 2. Click on “Supplies Status” then click on “Cartridge Protection” Step 3. Select “Disable HP Cartridge Protection”

On your printer

Step 1. On printer, go to SETUP
Step 3. Under PREFERENCES go to CARTRIDGE CHIP INFORMATION Step 4. Under CARTRIDGE CHIP INFORMATION you will nd the follow- ing dialogue box: Touch (return arrow) to keep your settings. Touch OK to turn off the memory chip’s ability to collect the product’s usage informa- tion.
Step 5. Touch OK to turn o the memory chip’ ability to collect.

Is this unit plugged into a direct wall outlet? If not, then try plugging the unit into a direct wall outlet.

The Officejet Pro 8600 has a built in surge protector and doubling this feature up can cause some issues.

As well, try hard resetting the printer:

* Unplug unit while the printer is turned on

* Unplug the other end of the power cable from the direct wall outlet

* Wait 30 seconds

* Plug unit back up

If your received a message “sensor warning cyan” or “ink sensor warning cyan” remove cartridge from printer and then placed it back into the printer. You should now be able to continue and print with issues. If you still receive this error bring the cartridge into Printer Refillers for us to check the weight.

Once you receive this error message, it most likely cannot be fixed. It is a very common HP error, and HP has no solutions. 

Unfortunately, this error message seems to be a common and unresolved issue, according to HP’s observations. You could try reaching out to HP support, but based on our experience, there’s no way to fix this as the printer ink system has failed. This can either mean the pump inside the printer, or the printhead, which is built into the printer, has failed.

Replaced the error cartridge with the back up cartridge from your 2nd set. 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.

The error messages “Cartridges Depleted. The cartridges listed above must be replaced to resume printing” generally means that you will need to replace the depleted cartridge(s) to continue to print. With this style HP printer, if you are out of a colour, lets say yellow, you will not be able to print until that cartridge is replaced. Once the depleted cartridge is replaced, printing should resume.

If this message came up with a refilled cartridge, please refer to the attached instructions that came with your refilled cartridges or read “Message Ink Cartridge Depleted” above.

Without seeing the printer is seems the printer ink cartridges that are giving this error had been enrolled in HPs Instant Ink subscription service as one point. Once the subscription is canceled the cartridges will no longer work regardless if they have ink or not. 


HP printer error 0x61011bed occurs whenever there is an issue with the printer head. In most cases this means the printhead has failed unless you are getting a “Problem with printer ink system. Turn the printer off, then on.” messages as well.

Two things you can try:

Cartridge reinstallation:
Try reinstalling the cartridges of your printer. Steps to reinstall the cartridges are as follows
• Disconnect the USB cable while the printer is still on
• Remove the printer cartridges and close the door.
• Unplug the power cord and after a wait for a minute re-plug the cord and then turn on the power button
• Wait till you get the “Insert Cartridge” message. Once you get this message re-install the cartridge. Once you have installed the cartridge close the printer cartridge door
• Your printer might give you a recalibration message, wait till the printer completes its task
• Next, reconnect to a USB cable and start your print job


If you are getting the “Problem with printer ink system. Turn the printer off, then on.” messages as well there is a small chance that draining the printhead/ink system will solve this. To do this:

• Open the printer door and remove the ink cartridges.
• With the door open unplug the power cable.
• Fold a piece of paper towel 3 to 4 times into a long thick pad and slide it under the printhead towards the back. (The printhead is the cradle that you insert your cartridge into.)
• Leave it there for 30-60 minutes.
• Carefully remove the pad. It should have a large amount of ink on it.
• Plug the power back in and turn on the printer.
• Wait till you get the “Insert Cartridge” message. Once you get this message reinstall the cartridge. Once you have installed the cartridge close the printer cartridge door and see if the error as cleared.

If this did not clear the error then the printhead in the printer has most likely failed. Unfortunately, this is not something that is repairable.

Unfortunately, this is a new error that HP has introduced to select printers in the last firmware update. From our experience, this means the chip on the cartridge has failed, and the printer can no longer recognize it. Your printer should indicate which cartridge(s) is giving this error. The only solution is to replace the cartridge(s) with a new one. If you recently refilled or purchased a new cartridge from us it would be covered under our warranty. Please return it with your receipt for a refund or exchange.

Is your error not listed above? Contact our tech support!

Please contact our tech support (right->). Please give us as much detail as you can and we will look into your issue and get back to you as soon as possible.

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