Customers outraged that HP is blocking third-party inks for more of its printers

HP customers have been expressing dissatisfaction online as the vendor continues to use firmware updates to prevent or, according to users, completely block the use of third-party ink cartridges in HP printers. HP has already faced class action lawsuits and bad publicity from Dynamic Security, but that hasn’t stopped the company from expanding the practice.

Dynamic Security is a feature used by HP printers to authenticate ink cartridges and prevent the use of non-HP approved cartridges. As the company explains:

“Dynamic security depends on the printer’s ability to communicate with the security chips or electronic circuits on the cartridges. HP uses dynamic security measures to protect our customer experience, maintain the integrity of our printing systems, and protect our intellectual property.

“Dynamic security printers are designed to work only with cartridges with new or used HP chips or electronic circuits. Printers use dynamic security measures to block cartridges that use third-party chips or modified electronic circuits or third-party electronic circuits. Reusable, remanufactured, or refilled cartridges that reuse an HP chip or electronic circuitry are not subject to dynamic security.”

HP implemented Dynamic Security for some printers in 2016, and since 2018 it has paid out millions in class action lawsuits, including customers in the United States, Australia, and Italy.

Dynamic Security strikes again

After payment, it appears that HP intends to continue using DRM to discourage its customers from spending on ink and toner outside of the HP family.

“HP has updated its printers to completely ban non-HP inks! They no longer show the “cannot guarantee quality” message, but instead completely cancel printing until you insert an HP ink cartridge,” Reddit user grhhull wrote on Tuesday . . “After contacting HP, they said it was due to a recent ‘upgrade’ of all printers.”

It’s unclear when HP released updates for which model printers, but alleged customer complaints surfaced online late last year, showing that many customers were surprised by the fact that after the update, their printer no longer worked with third-party ink cartridges. Some have pointed to third party brands they have relied on for years.

HP warned us

HP community support topics include OfficeJet 7740 and OfficeJet Pro 6970 complaints. HP lists both printers, as well as others, as being able to bypass Dynamic Security under certain conditions. However, the HP support page states that this only applies to models manufactured prior to December 1, 2016.

Additional examples: There are also comments in the HP support community suggesting that the HP OfficeJet 6978 and 6968 were recently affected. Both printers are discontinued, but HP’s product pages make it clear that the non-permanent nature of Dynamic Security means that third-party inks can stop working at any time.

“Designed for use only with cartridges that use a genuine HP chip. Cartridges that use another manufacturer’s chip may not work, and those that work today may not work in the future,” says page 6968.

The 6978 product page also states that the printer is designed for cartridges with “a new or reused HP chip, and it uses dynamic security measures to block cartridges that use another manufacturer’s chip. Periodic firmware updates will keep these measures effective and block cartridges that previously worked.”

And HP’s dynamic security page also leaves the door open for a sudden shutdown of running ink:

“Firmware updates periodically delivered over the Internet will maintain the effectiveness of dynamic security measures,”the page says.

“Updates may improve, enhance, or enhance printer functionality and functionality, protect against security risks, and serve other purposes, but these updates may also prevent cartridges that use a third-party chip or modified third-party circuitry or circuitry from working in the printer, including cartridges, who are working today.

Minimum explanation

While HP has covered up its inadequacy to some extent, mainly by stating that an HP Dynamic Security labeled printer could start blocking third-party ink at any time and without notice, this does not contribute to a favorable customer experience as HP’s numerous support streams and social networks media messages illustrate.