This article is updated regularly and has been edited to take account of the firmware updates released in April 2019.
The "missing or damaged" error is almost always caused by a firmware update. Often, a set of cartridges will be working perfectly well one day, and have this error the next. Essentially, HP have sent some data to your printer that has broken its ability to talk to the cartridges.
- What is firmware?
- How and why was it updated?
- Can I reverse a firmware update?
- If I can't reverse it, can I return the cartridges?
- How do I turn off firmware updates?
- Downloads and links
Your printer has a microprocessor inside - basically a mini computer - that makes it work. The programs running on this microprocessor are called "firmware" as opposed to "software" because they are semi-permanent and are not designed for user interaction.
If your printer is on your WiFi network or is connected by cable to a computer with an internet connection, firmware updates can happen in the background. You won't be notified before or after the update, and often the only way that you'll find out that it happened is that your cartridges will stop working. You can turn updates off, but the default setting is "on".
HP issue updates for a number of reasons, but the main effect is to alter their "dynamic security" feature. This controls how the printer talks to cartridges, so if the chip on your cartridge is designed for an older version of the firmware, the printer won't be able to communicate with it, and will report it as missing or damaged.
Can I reverse a firmware update?
Sometimes. Following a negative media reaction to the updates released in September 2016, HP made downloadable versions available that would roll back the changes to the dynamic security feature. However, more recent updates have not attracted the same attention, so without the public and media pressure to address the issue, HP have not been inclined to make later changes reversible.
In almost all printers made after December 2016, there is no realistic way to reverse a firmware update.
If I can't reverse it, can I return the cartridges?
If you bought them from us, and they are still within the warranty period (usually a year), then the answer is yes.
We may not have replacement stock for a short while after a firmware update, while we source cartridges with the new chip type, but we will make sure you are covered. You can return your cartridges (including partially used items) for replacements if we have them, or if not, for credit towards either replacements when they arrive, or OEM cartridges (which will be more expensive, so there will be a price difference to pay). Alternatively, you can get a refund.
Please get in touch with our customer service team to arrange a return authorisation before sending anything back to us.
Other retailers may have different return policies. Since technically the cartridges are fit for the purpose for which they were sold at the time of the transaction, and they don't work now because of a change in the circumstances in which they are being used, there is no legal requirement for them to be considered faulty under warranty.
How do I turn off firmware updates?
All automatic updates can be turned off, but the exact process depends on the age and functionalilty of the printer. Please note that turning off firmware updates will stop any new ones from being applied, but will not reverse the effect of an existing update.
Most reliable is to use the printer's internal control panel - open a browser tab and type in the printer's IP address, then turn off "auto update" in the settings menu. For printers with a physical control panel, the same option can be selected from the "update printer" setting here.
For very old printers you may need to uninstall the update software, which is a separate installation to the driver.
An article with more detailed instructions will be available soon.
Be careful to select the right printer, especially noting 68 at the beginning of some models and 86 at the beginning of others, the difference between "dn" and "dw" in some of the Pro X series, and the difference between the OfficeJet Pro 8730 All-in-One and the OfficeJet Pro 8730 Mono. If your printer model is not listed here, it may not have a solution provided by HP, but please get in touch with us as we may have some specific advice for you.
| Printer | PC Firmware | Mac Firmware | HP Support Site |
| OfficeJet 6810, 6820 series | DOWNLOAD | DOWNLOAD | LINK |
| OfficeJet 6950 series * | DOWNLOAD | DOWNLOAD | LINK |
| OfficeJet Pro 6230 series | DOWNLOAD | DOWNLOAD | LINK |
| OfficeJet Pro 6830 series | DOWNLOAD | DOWNLOAD | LINK |
| OfficeJet Pro 6970 series * | DOWNLOAD | DOWNLOAD | LINK |
| OfficeJet Pro 7740 series * | DOWNLOAD | not available | LINK |
| OfficeJet Pro 8210 series * | DOWNLOAD | not available | LINK |
| OfficeJet Pro 8610, 8615, 8616 series | DOWNLOAD | DOWNLOAD | LINK |
| OfficeJet Pro 8620, 8625 series | DOWNLOAD | DOWNLOAD | LINK |
| OfficeJet Pro 8630 series | DOWNLOAD | DOWNLOAD | LINK |
| OfficeJet Pro 8640 series | DOWNLOAD | DOWNLOAD | LINK |
| OfficeJet Pro 8660 series | DOWNLOAD | DOWNLOAD | LINK |
| OfficeJet Pro 8710 series * | DOWNLOAD | DOWNLOAD | LINK |
| OfficeJet Pro 8720 series * | DOWNLOAD | DOWNLOAD | LINK |
| OfficeJet Pro 8730, 8740 AiO series * | DOWNLOAD | not available | LINK |
| OfficeJet Pro 8730 Mono series * | DOWNLOAD | not available | LINK |
| OfficeJet Pro X451dn | DOWNLOAD | DOWNLOAD | LINK |
| OfficeJet Pro X451dw | DOWNLOAD | DOWNLOAD | LINK |
| OfficeJet Pro X476dn | DOWNLOAD | DOWNLOAD | LINK |
| OfficeJet Pro X476dw | DOWNLOAD | DOWNLOAD | LINK |
| OfficeJet Pro X551dw | DOWNLOAD | DOWNLOAD | LINK |
| OfficeJet Pro X576dw | DOWNLOAD | DOWNLOAD | LINK |
| PageWide 352 * | DOWNLOAD | not available | LINK |
| PageWide 377 * | DOWNLOAD | not available | LINK |
| PageWide Pro 452dn * | DOWNLOAD | not available | LINK |
| PageWide Pro 452dw * | DOWNLOAD | not available | LINK |
| PageWide Pro 477dn * | DOWNLOAD | not available | LINK |
| PageWide Pro 477dw * | DOWNLOAD | not available | LINK |
| PageWide Pro 552dw * | DOWNLOAD | not available | LINK |
| PageWide Pro 577dw * | DOWNLOAD | not available | LINK |
* Printers marked with an asterisk will NOT turn off the dynamic security feature if they were manufactured after 1st December 2016.
The PC firmware versions are compatible with Windows 7 onward, and the Mac versions with OS 10.9 onward. Downloads for other operating systems may be available on the support page.
Should you prefer to download the firmware directly from HP's support site, just click the "link" button for the appropriate page.
Instructions - downloads
The files are .exe (Windows) and .dmg (Mac OS) format, so just need to be run from the location that they have downloaded to. There will be some simple on-screen prompts to follow. More detailed instructions are available on HP's support page about this issue.
Instructions - HP support site link
When you arrive at this page, first ensure that the correct operating system is selected (the page will try to detect the OS, you can change this if you need to). Then click the "Firmware" link below, followed by the blue "Download" on the panel that opens up. A new page will open as the file downloads, with further instructions on locating and running the file.
When the new firmware is installed, you can exit any open processes. You may need to turn the printer off and back on again for your remanufactured cartridges to be recognised.
Need more help?
If you're having difficulty installing the new firmware, or need any other advice, please let us know and our experts will be happy to assist you.
Comments
10 comments
It appears HP has removed most of those links. Do you know of any mirrors?
Here is a link to the official HP Support article with working links: https://support.hp.com/us-en/product/hp-officejet-pro-8620-e-all-in-one-printer-series/5367611/model/5367613/document/c05308850/
Hi, thanks for pointing out that the links seem to be out of date. It looks as though HP have removed firmware version 1640 which was specifically released to fix this problem. I'd be surprised if the files aren't hosted by someone out there, but I can't find them on any reputable sites and I'm not going to recommend anywhere that I'm not personally familiar with.
The good news is that the HP article you linked to seems to be saying that version 1733 (assuming you've got the 8620 printer) will do the same job, so I'll be updating our article today with the current links.
If you've tried the download from that HP page, please let me know how you got on with it - I can try some of them out, but I rely on feedback to get the full picture!
Yes I installed the firmware listed in the article for my 8620 and my third-party ink cartridges work again. What is even stranger is I had disabled updates since I purchasing the printer, the original firmware was still installed, and my third party cartridges were working fine for months.
My theory is the firmware I originally had would allow third party cartridges to work for a short period, and then issued the "cartridge missing or damaged" error to give the appearance of low quality third party issues. I hope this new firmware doesn't have a similar count down to when third party cartridges will be disabled. I'd still like to get my hands on a 1640 release just in case.
Now as far as the old links are concerned, I don't trust them, but it's possible they may have removed the old firmware due to security issues. I never bothered asking them on their forum. I'm making sure to keep this 1733 firmware file in case they also take them down and the printer somehow "accidentally" updates.
My printer 3632 updated inself and installed illegal DRM timebom firmware 1750B.
My refilled cartridge was working until on April 2, 2018 it started to show cartridge failed and was refusing to work.
Under EU law blocking the work of 3rd party cartridges and making cartridges inoperable is illegal.
I also fully documented the way on how to bypass easily HP DRM timebomb.
1) Make sure printer is restricted from using internet and wifi, you can reset it before and set up it blocking future firmware updates.
2) power off the printer
3) set time on computer connected to the printer as Jan 1, 2018.
4) Power on the printer.
5) Old cartridge will work as a charm.
6) The fact that simply changing the time makes "Failed" cartridge to work shows that HP using illegal DRM practice which violates EU law.
before future printing set January 1st time, otherwise printer will get same error
This post has been written in January 2019. I have HP OfficeJet Pro 8610, firmware 1828A (latest available).
The error "one or more cartridges appear to be damaged" persist.
Any idea?
Hi Thomas, sorry I'm a little late getting back to you.
If you have the 1828A firmware and are still getting the error, I'm inclined to put that down to an older version of the chip on the cartridge. If the cartridges were purchased from us, we'll cover them under warranty, so please contact our customer service department via live chat or email (contactus@printerinks.com) and we'll arrange a return.
Your links don't work at all … I have an 8710 and it has been bricked by the a**holes at HP … I had automatic firmware updates selected (or I guess they did by default) and didn't know it
How do I downgrade so I can keep using the cartridges I bought when HP was willing to let it happen
Hi Lola,
Sorry, but this isn't looking hopeful...
HP removed a lot of the files that I had linked to when they issued the latest firmware update last week. I'm currently going through the list to find which ones still exist.
I can tell you that the new version for your 8710 does come with the "dynamic security" feature, but it is only enabled on printers manufactured after December 2016 - older printers aren't affected by this update.
I'm guessing then that your printer was made in 2017 or later, which means that there is no officially available download that will roll the feature back. The only thing I can suggest - and please bear in mind that I can not as a representative of Printerinks.com recommend this - is to track down the version of the firmware that you had before, and try installing it. I haven't experimented with this myself, and if you decide to go ahead, I can't take responsibility for any consequences, up to and including the total destruction of your printer's operating system.
I can't even tell you that the file name of the old firmware version is OJP8710_1828A.exe otherwise you'd be able to copy and paste that into Google...
Seriously though, I do not know if any site hosting this file is safe, or if the file will roll back the changes without having some other consequence. I've talked to people before who have kept old firmware versions on their hard drive "just in case" and they've generally been able to use them.
Once again, I am not recommending this course of action, simply pointing out that it is something that might be possible to do. Should you decide to try it at your own risk, please let me know if it works. :-)
Understood. I actually tried searching for that before and have not found a single place that has it hosted ... Pretty frustrating. I would love to find the actual exe from anywhere
Actually had a more detailed look myself now. I made the original reply having searched the file name myself and got a few hits. Turns out they're all broken or mis-labelled. Sorry, I thought it was a good idea at the time.
I don't have any other advice in that case. Unless you bought the cartridges from us? Our guarantee even covers you for HP's shenanigans, so drop our customer service team a line with your order number if they're our cartridges.
Otherwise, let me know if you find a solution for post-December 2016 printers. Being completely honest, unless a LOT of people start making a fuss and the media catch on again, HP aren't going to fix it.
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