Cartridge Not Recognized After Firmware Update

Cartridge Not Recognized After a Firmware Update?

Printer firmware updates can change how your printer validates cartridges. If your HP or Brother printer suddenly shows a "cartridge not recognized," "non-genuine cartridge," or "replace cartridge" error after an update, follow the steps below before contacting support.

Note: These steps are intended to help you verify compatibility and resolve common recognition errors. We do not recommend bypassing manufacturer security features or reusing cartridge chips in ways that may void your printer's warranty.

Step 1 – Confirm Your Printer Model and Cartridge Part Number

Before anything else, verify you have the correct cartridge for your printer.

Check the label on your printer or print a configuration page (consult your printer's manual for instructions).
Locate the part number printed on the cartridge packaging or the cartridge itself.
Cross-reference the part number on our product page or in the compatibility chart included with your order.

➜ If the part number does not match your printer model, the cartridge is incompatible. Please contact us to arrange an exchange.

➜ If the part number is correct, continue to Step 2.

Step 2 – Check Your Printer's Firmware Version

A recent firmware update is the most common cause of sudden cartridge rejection.

HP printers: Go to Setup → Printer Information → Firmware Version, or print a self-test/configuration page.
Brother printers: Go to Menu → Machine Info → Firmware Version, or visit the Brother support website and download the firmware checker utility.
Note the firmware version and date. If it changed recently (especially within the past few weeks), a firmware update is likely the cause.

➜ If a firmware update recently occurred, continue to Step 3. You may also check the manufacturer's support pages to see if a firmware rollback option is available — we cannot perform firmware changes on your behalf.

➜ If firmware has not changed, skip to Step 4.

Step 3 – Power-Cycle Your Printer and Reseat the Cartridge

A full power cycle clears temporary errors and forces the printer to re-read the cartridge chip.

Remove the cartridge from the printer.
Turn the printer completely off — do not just put it to sleep. Unplug it from the power outlet.
Wait at least 60 seconds.
Inspect the cartridge chip (the copper or gold contact strip) for smudges, dust, or damage. Gently clean it with a dry, lint-free cloth if needed.
Reinstall the cartridge firmly until it clicks into place.
Plug the printer back in and power it on.

➜ If the error clears, your printer is ready to use. Monitor for recurrence.

➜ If the error persists, continue to Step 4.

Step 4 – Identify the Exact Error Message

The wording of the error message tells you what the printer is detecting. Compare yours below:

"Cartridge Not Recognized" or "Cannot Detect Cartridge"

The printer cannot read the cartridge chip at all. This may indicate:

A dirty or damaged chip — repeat the cleaning in Step 3.
A cartridge seated incorrectly — remove and firmly reseat.
A chip that is not compatible with the updated firmware.

"Non-Genuine Cartridge" or "Non-HP / Non-Brother Cartridge Detected"

The printer's firmware has flagged the cartridge as third-party or remanufactured. This is an informational alert on many models — your printer may still allow you to continue printing by pressing OK or Continue on the control panel. Check your printer's display for this option.

Important: If your printer's policy is set to block non-genuine cartridges at the firmware level, this option may not appear. Consult your printer's manual or the manufacturer's support site for model-specific guidance.

"Cartridge Protection" or "Cartridge Policy"

HP printers with Cartridge Protection or Instant Ink enrollment, and some Brother models, use chip-level restrictions tied to a specific printer or account. If a cartridge was previously enrolled in one of these programs, it cannot be used in a different printer or re-enabled after removal.

Do not attempt to reuse chips from cartridges enrolled in Cartridge Protection or similar programs — doing so will not restore functionality and may trigger permanent errors.
If you purchased a remanufactured cartridge that was previously enrolled in such a program, please contact us — this should not happen with cartridges we supply.

"Low Supply" or "Replace Cartridge" (Immediately After Installation)

The printer may be misreading the toner level. This can occur with some remanufactured cartridges if the chip was not reset correctly during remanufacturing.

If print quality is good despite the warning, many printers allow you to override this alert and continue printing.
If print quality is poor or the printer refuses to print, the cartridge may be defective — see Step 5.

Step 5 – When Not to Reuse Chips or Attempt Further Reseating

Stop troubleshooting and contact us if any of the following apply:

The chip is visibly cracked, scratched deeply, or has burn marks.
The cartridge has been previously used in a different printer model.
The cartridge displays a Cartridge Protection or Instant Ink error and was not sold as Instant Ink compatible.
You have reseated the cartridge more than three times without improvement.
Print quality is clearly defective (streaks, missing colour, blank pages) independent of the error message.

Attempting to reuse or transfer chips between cartridges in these situations is unlikely to resolve the issue and may affect your printer's warranty coverage.

Step 6 – Contact Support

If you have completed Steps 1–5 and the cartridge is still not recognized, our team is ready to help. To speed up the process, please have the following information ready:

Printer make and model (e.g., HP LaserJet Pro MFP M428fdw, Brother HL-L2350DW)
Current firmware version and approximate date of the last update
Cartridge part number as printed on the box or cartridge
Exact error message shown on the printer display or software
Order number from your Toner Ink Canada purchase

Visit our Customer Support page for self-service resources, or go directly to our Contact page to send us a message. We aim to respond within one business day.

Frequently Asked Questions

Will my printer be damaged if I use a compatible cartridge?

No. Compatible and remanufactured cartridges that meet the correct specifications will not damage your printer. Firmware updates may cause recognition errors, but these are software-level restrictions, not hardware damage.

Can I downgrade my printer's firmware?

Some HP and Brother models allow firmware rollbacks, but this varies by model and region. We recommend checking the manufacturer's official support pages. Toner Ink Canada does not provide firmware files or installation support.

Why did my cartridge work before the firmware update but not after?

Printer manufacturers periodically update firmware to change cartridge validation logic. This is an industry-wide practice. We monitor these changes and update our compatible cartridge lineup accordingly. If a cartridge you purchased from us stops working after a firmware update, contact us — we will work with you to find a resolution.

What if I just bought this cartridge and it was never recognized?

This may indicate a defective cartridge or a compatibility issue. Please contact us with your order number and printer details so we can arrange a replacement or refund under our returns policy.

Cartridge Not Recognized After Firmware Update – Troubleshooting FAQ