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Non-genuine cartridge message?

Printers show this message when they cannot confirm a cartridge as the maker’s own, and sometimes with a genuine cartridge that is nearly empty or not seated. Here is what each maker says it means and what to do.

Last updated: October 22, 2026

Which describes your cartridge?

Step 1 of 2
Which describes your cartridge?

Most likely causes

  1. The cartridge is not seated or is for another model

    HP, Epson and Brother all list reseating the cartridge, checking for tape, and checking the cartridge model as first steps. HP also lists the country or region the printer was sold in.

  2. A genuine cartridge that is nearly empty

    HP says its used, refilled or counterfeit message can also appear with a genuine HP cartridge that is empty or nearly empty.

  3. A non-genuine chip or ink

    HP says printers with dynamic security block cartridges with non-HP chips. Epson says its printers are designed for genuine Epson cartridges, and Brother says non-Brother ink may not be detected.

  4. A counterfeit cartridge

    A cartridge sold as genuine may not be. All four makers describe security labels that let you check.

What to try, in order

  1. 1Read the exact messageNote the wording and any code. Used, counterfeit, non-genuine and cannot detect messages each have their own steps on the maker’s support site.
  2. 2Reseat and cleanReinstall the cartridge slowly until it clicks, remove any tape, and clean the contacts as your maker describes. HP suggests distilled water and letting the contacts dry.
  3. 3Check the cartridge is genuineLook at the security label on the box or cartridge and use the maker’s check, described below. Report a fake to the maker.
  4. 4Replace or contact the makerInstall a genuine cartridge of the right model, or contact the printer maker if a genuine cartridge is still rejected. HP notes a replacement may be free while the cartridge is under warranty.

Do not try to override or modify cartridge chips. The makers say damage caused by non-genuine supplies may not be covered by the warranty.

When to stop and replace

If a genuine cartridge of the right model is still rejected after reseating and cleaning the contacts, stop and contact the printer maker’s support.

Inkjet or laser?

Inkjet printers

Once the message is cleared, print a nozzle check to make sure every color reaches the page. Cartridge messages and blocked nozzles are different problems. For more sheets to try, see the inkjet printer test page.

Print a nozzle check

Laser printers

HP LaserJet Enterprise printers show supply event codes for used or non-HP toner, and on those models HP says you can choose to keep printing. Check your printer’s manual for its codes.

Laser printer test page

What each maker says

  • HP: a used, refilled or counterfeit message can appear with a non-HP cartridge, and also with a genuine one that is nearly empty. A non-HP chip message means the printer’s firmware is blocking the cartridge. HP explains that printers with dynamic security block cartridges with non-HP chips, and that firmware updates can stop cartridges that work today. HP+ printers require Original HP cartridges. If you use a non-HP cartridge, HP suggests asking the supplier whether it has an original HP security chip or unmodified HP circuitry.
  • Epson: its printers are designed to work with genuine Epson cartridges, other brands may not work even when sold as compatible, and levels for non-genuine ink may not be displayed.
  • Canon: its support codes for refilled or unrecognized ink describe an option to turn off ink level detection. Canon says it is not responsible for damage caused by refilled ink tanks, so we recommend a genuine cartridge instead.
  • Brother: a cannot detect message can mean the cartridge was installed too quickly, is not seated, is not Brother Original ink, or is the wrong model.

How to check a cartridge is genuine

HP labels show ink drops that turn into shield icons when you tilt the box, and you can scan the label’s QR code. Epson uses a round color-shifting label. Canon uses a hologram and asks you to report suspected fakes. Brother lets you enter the hologram ID at brother.com/id. Our printer says out of ink page covers seating and contacts in more detail, and how to check ink levels explains why levels are estimates.

Sources checked: HP used, refilled or counterfeit message, cartridge errors, dynamic security, LaserJet Enterprise supply codes and anti-counterfeit; Epson ink not recognized, after a firmware update, cartridge precautions and color-shifting label; Canon code 1683 (MX920), code 1688 (TR8600) and anti-counterfeit; Brother cannot detect (MFC-J5955DW) and genuine check.

Good questions

Does a non-genuine cartridge void my printer warranty?
HP says using a non-HP cartridge does not void its warranty, but damage caused by one is not covered. Epson and Brother say damage or repairs caused by non-genuine supplies may not be covered. Check your own warranty terms.
Why does my genuine cartridge show this message?
It may not be seated, its contacts may need cleaning, it may be for another model or region, or it may be nearly empty. HP says its message can appear with a genuine cartridge that is nearly empty. If none of that helps, contact the maker.
How can I check a cartridge is genuine?
Use the security label. HP labels change when tilted and carry a QR code, Epson uses a color-shifting label, Canon uses a hologram, and Brother lets you enter the hologram ID at brother.com/id.
Will the ink level show with a non-genuine cartridge?
Not always. Epson says non-genuine ink levels may not be displayed, and HP says its level estimates are less accurate with non-genuine or refilled cartridges.

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