Ink Cartridge Refill Help Center

HP 934, 935 Cartridge Missing or Damaged Errors

HP-934-935_Rev-A-chip-lock_April-2016_smallNew printer firmware release disables HP 934/935 refilled cartridges!

In April 2016, HP released a new printer firmware version (ending in 1610AR) which effectively “locks-out” the previous HP 934/935 (934XL/935XL) smart chip versions and may prevent refilled cartridge usage. All of our ink refill partners currently have new smart chips that are compatible with the latest versions of HP printer firmware.





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.


Resolution Steps:

If you have recently updated your printer’s software/firmware and have experienced a cartridge lock-out, we recommend you return your cartridges to the retailer.  Our retail partners are aware of this issue and will replace the smart chips with newer versions that are compatible with the latest firmware from HP.  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: 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 the Settings screen
  • Select Printer Update
  • Select Auto Update

Select the On or Off option (Off to Disable)



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:




NOTE: When using HP 934, 935, 950, 951, 970 & 971 ink series cartridges (or XL high capacity cartridges) which were purchased from third party websites, they may not function properly (i.e. ‘cartridge missing or damaged’ errors). For non-HP, aftermarket or compatible ink cartridges which were purchased on-line & appear to be “locked-out” a special HP printer firmware update may be required (….DO NOT update for Costco/Fry’s refilled ink cartridges!). Refer to detailed report from ACTIONABLE INTELLIGENCE for more information (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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