Ink Cartridge Refill Help Center

HP 934, 935 Cartridge Missing or Damaged Errors



For refilled HP 934/935 ink cartridge series printer models which display printer/cartridge error messages such as “cartridge missing or damaged”, “cartridge problem”, “cartridge depleted”, etc., and printing is not permitted, there is a new printer firmware update available for your printer model which will enable refilled ink cartridges to function normally (as of Sept. 2017).  Click on the link below; this will explain the issue & offer a printer firmware download to fix the issue and allow you to continue using refilled ink cartridges: click here

After the firmware file (1640A) is downloaded, double-click on the .exe file (Windows systems) to execute the printer firmware upgrade (click ‘Yes’, ‘Update’, and follow the instructions). For MAC’s, simply drag the .dmg file to the applications folder to launch the firmware updater. Once the printer upgrade is complete (takes ~4 minutes), this will allow you to continue using refilled ink cartridges.

NOTE: We suggest you disable the receipt of any future auto-updates, click here for instructions:


Why did HP do this?

See ACTIONABLE INTELLIGENCE Report, Sept. 15 2017 — Is HP up to Its Same Old Firmware Tricks? 

See ACTIONABLE INTELLIGENCE Report, Oct 13, 2017 —  HP Shares Insight into What It Is—and Isn’t—Doing with Dynamic Security in Its Inkjet Printer Firmware




NORMAL Cartridge Alerts

1) Upon installation of a refilled HP 934, 934XL, 935 & 935XL ink cartridge you will observe various ‘Used’, ‘Counterfeit’ & ‘Non-HP’ alert messages. Choose ‘Yes’, ‘Continue’ and/or ‘OK’ to bypass the various nuisance alerts. This will enable normal print operations.


What printers are impacted by this firmware upgrade?

HP Officejet Pro 6230 ePrinterHP Officejet Pro 6830 e-All-in-One PrinterHP Officejet Pro 6835 e-All-in-One PrinterHP Officejet 6812 e-All-in-One PrinterHP Officejet 6815 e-All-in-One Printer


What kind of error messages are customers seeing when impacted by this firmware issue?

If the customer has accepted the firmware upgrade and are using older versions of the smart chip (i.e. Revision A) that are not compatible with the new firmware, they will see lockout error messages such as “Cartridge Problem”, “One or more cartridges are missing or damaged” or “Older generation cartridge” which prevents HP 934, 934XL, 935, 935XL refilled cartridge usage.

NOTE: Error can jump from color to color; all refilled cartridges may be suspect.


If a HP 934/935 cartridge error condition persists (i.e. ‘missing or damage’) following the firmware update, we suggest you perform the following:


1) Ensure each cartridge is fully locking into position and cartridge’s plastic tabs are properly aligned – click here for more information on this:


2) The issue may be caused by a slipped chip issue. We suggest you remove the refilled cartridges and inspect cartridge’s smart chips for proper placement, alignment….ensure no DEEP scratches are visible on chip surfaces. Return cartridges to refill lab if any of these conditions are present. Refer to photos here:

Refer to Support Video:


3) Reset the Printer:

  1. From the printer’s main menu, select (Note: printer buttons will NOT be illuminated):





Inside the Service Menu, locate the Resets Menu, select Semi-Full Reset to reset the printer.


4) Install brand new HP original 934/935 cartridges to see if this overcomes the current detection issue.


5) Reload the printer FIRMWARE version for your HP OJ Pro 6835 printer….select either the Win or Mac file version at the following link. Download to your computer:


After the file is downloaded, double-click on the .exe file (Windows systems) to execute the printer firmware upgrade (click ‘Yes’, ‘Update’, and follow the instructions). For MAC’s, simply drag the .dmg file to the applications folder to launch the firmware updater. Once the printer upgrade is complete (takes ~4 minutes), this should allow you to continue using refilled ink cartridges.



Resolution Steps:

If you have recently updated your printer’s software/firmware and continue to experience a cartridge lock-out, we recommend you return your cartridges to the retailer for smart chip evaluation.  You will need to bring in ALL refilled cartridges to ensure each has a compatible chip version installed.


How to Disable HP Auto Updates:

To help prevent future cartridge lock-outs it is suggested to disable HP Updates as they appear (i.e. 1 or 2-week time based message).

Step 1. When the HP Update prompt is displayed, select Settings.


Step 2. Select ‘Never’ under Notification software update frequency.


Step 3. If your computer continues to display the HP Update prompt, select Cancel.



NOTE 1: The HP 934/935 ink-series printers use a display panel and require that the Web Services function be enabled for automatic updates to work (this is turned on by default with new printer installations!). To change the automatic update settings you will need to follow the below prompts:

  • Open Web Services  (open internet web browser and type in the printer’s IP address, i.e. 192.168.x.xx for example)
  • Open the Settings screen
  • Select Printer Update
  • Select Auto Update

Select the On or Off option (Off to Disable)


NOTE 2: With respect to disabling HP Auto Update printer firmware on Win 10 platforms, unfortunately there is no such button or feature for Win10 operating systems.  Microsoft systems removed the options that were there in the prior OS versions to select and deny individual updates.  They are now automatically imposed on all who use Win10 Home platforms.

You can follow the instructions in the following link to disable Updates, but not to select individual ones: How to Uninstall and Block Updates and Drivers on Windows 10 (via HOWTOGEEK):



PrintheadTECHNICAL NOTE: The built-in PRINTHEAD will eventually fail over time with usage and age (may or may not be replaceable depending on printer model – refer to User Manual).

Possible Printhead Failure? 


To learn more about Printhead Function & Failure conditions, please select your printer model:

HP OfficeJet Pro 6230 PrinterHP OfficeJet Pro 6830 Printer, HP OfficeJet Pro 6835 PrinterHP OfficeJet  6812 eAIO PrinterHP OfficeJet 6815 eAIO Printer,  HP OfficeJet 6820 e-All-in-One PrinterHP OfficeJet 6810 e-All-in-One Printer 



How the HP 934/935 Ink-Series Printer Printhead Works:




Initial report from ACTIONABLE INTELLIGENCE on this subject (Sept. 20, 2016) – HP Inkjet Printer Firmware Update Disables Some Third Party Inkjet Cartridges





For any additional questions or issues please contact us.

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