HP back-tracks on printer firmware update

Some third-party ink cartridges stopped working with HP printers last week

HP has apologised to customers after a software update blocked some third-party cartridges from working with its printers.

The controversial firmware update, first reported earlier this month, meant that some people using cheaper, unofficial HP cartridges were met with a series of error messages that stopped printers functioning.

HP has now said that it updated its cartridge authentication procedure to protect customers against counterfeit cartridges as a way of adding additional security.

The vendor has now back-tracked on the move and will release an optional update to the "small number of affected customers" allowing them to remove the security.

A blog post attributed to HP's chief operating office Jon Flaxman said: "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.

"We should have done a better job of communicating about the authentication procedure to customers, and we apologise. Although only a small number of customers have been affected, one customer who has a poor experience is one too many."

The issue was first reported by Dutch printer ink vendor 123inkt, which said it had received "more than 1,000" complaints from unhappy customers about their printer cartridges.