HP engineers the best and most-secure printing systems in the world. We strive to always provide the highest-quality experiences for our customers and partners. As a new company, we are committed to transparency in all of our communications and when we fall short, we call ourselves out.
There is confusion in the market regarding a printer firmware update – here are the facts:
We updated a cartridge authentication procedure in select models of HP office inkjet printers to ensure the best consumer experience and protect them from counterfeit and third-party ink cartridges that do not contain an original HP security chip and that infringe on our IP.
HP printers and original HP ink products deliver the best quality, security and reliability. When ink cartridges are cloned or counterfeited, the customer is exposed to quality and potential security risks, compromising the printing experience.
As is standard in the printing business, we have a process for authenticating supplies. The most recent firmware update included a dynamic security feature that prevented some untested third-party cartridges that use cloned security chips from working, even if they had previously functioned.
We should have done a better job of communicating about the authentication procedure to customers, and we apologize. Although only a small number of customers have been affected, one customer who has a poor experience is one too many.
It is important to understand that all third party cartridges with original HP security chips continue to function properly.
As a remedy for the small number of affected customers, we have issued an optional firmware update that removes the dynamic security feature.
To get the update, customers should visit support.hp.com, select their product, select the product support page, and click on the Software and Driver table to download it. Additional information about this update, including answers to frequently asked questions, can be found in HP’s Support Forum.
We will continue to use security features to protect the quality of our customer experience, maintain the integrity of our printing systems, and protect our IP including authentication methods that may prevent some third-party supplies from working.
However, we commit to improving our communication so that customers understand our concerns about cloned and counterfeit supplies. Again, to our loyal customers who were affected, we apologize.