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HP Toner Cartridge Authentication Information and Help

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System requirements

Compatible operating systemsWindows XP (32) Service Pack 3
  • Home
  • Professional
  • Media Center


Windows Vista (32 and 64-bit) Service Packs 1 and 2
  • Home Basic
  • Home Premium
  • Business
  • Enterprise
  • Ultimate


Windows 7 (32 and 64-bit) Service Pack 1
  • Home Basic
  • Home Premium
  • Professional
  • Ultimate
  • Professional Ultimate
  • Enterprise
System requirements (minimum)
  • 800 MHz processor
  • 128 MB system memory
  • 80MB free storage space on the system hard drive
  • 1024x768 display
  • CD ROM drive (only for CD installation)
  • Administrative rights on computer
Supported browsersWindows Internet Explorer (IE) 6, or higher
Supported printer connectionHP Toner Cartridge Authentication Software supports USB and network connected devices
Supported printers/cartridges Click here to view the list of printers that support the HP Toner Cartridge Authentication Software at h20000.www2.hp.com/bizsupport/TechSupport/Document.jsp?&objectID=c02639296.
Supported Languages Bulgarian, Czech, Danish, Dutch, English, Finnish, French, German, Greek, Hebrew, Hungarian, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Slovak, Slovenian, Spanish, Swedish, Simplified Chinese, Traditional Chinese, Turkish

Printer and Cartridge Compatibility

Click here for a list of printers/cartridges that currently support the HP Toner Cartridge Authentication software at h20000.www2.hp.com/bizsupport/TechSupport/Document.jsp?&objectID=c02639296.

Pre-download Questions & Answers

What is HP Toner Cartridge Authentication?

HP Toner Cartridge Authentication is free software from HP that validates that the installed cartridge(s) are Original HP LaserJet toner cartridges. Customers will have improved visibility into the status of their cartridges (new, used, not genuine), thus helping them avoid becoming victims of fraud or counterfeit.

What is the benefit of authentication to the customer?

Confirmation that you are using Original HP cartridges
  • If the customer unknowingly bought counterfeit, they can respond to the authentication information by returning the cartridge to the store to request a refund or replacement. Counterfeit cartridges are remanufactured or clone cartridges sold as new, Original HP LaserJet toner cartridges at close to the price of a new cartridge.
  • If the customer buys new, Original HP LaserJet toner cartridges, they may receive a small token of HP’s appreciation (in countries that offer HP Rewards).

How big of an issue is counterfeiting?

The rate of counterfeit product varies by market.

Which printers are supported by HP Toner Cartridge Authentication?

  • HP Toner Cartridge Authentication software is compatible with many existing HP LaserJet printers. Click here for a list of compatible printers at h20000.www2.hp.com/bizsupport/TechSupport/Document.jsp?&objectID=c02639296.

Which toner cartridges can be authenticated by HP Toner Cartridge Authentication?

The software will work with cartridges compatible with the supported printers. In addition, the cartridges must have the latest technology needed for authentication. The HP software and new HP cartridge technology were developed in 2010. The software will notify you if your cartridges cannot be authenticated.

How much disk space is needed to load HP Toner Cartridge Authentication Software?

The software is approximately 60mb.

Does cartridge authentication require an internet connection?

  • Yes, cartridge authentication requires an internet connection.
  • Printers must be on and in a Ready state to run authentication.

Can the customer turn authentication off?

Yes, customers will be provided with three settings in the initial software set-up:
  • Run automatically (default)
  • Prompt me when I install a new cartridge
    or
  • Manually trigger authentication. Customers can also uninstall this program, see www.hp.com/go/learnaboutsupplies if you need more details.

Can the software detect if the cartridge is remanufactured or counterfeit?

The software primarily detects if the cartridge is genuine HP or not genuine HP. A remanufactured cartridge will typically authenticate as "Not Genuine" along with other types of non-HP toner cartridges such as Clones or "Compatibles". Counterfeit is a non-HP cartridge that is misrepresented in the purchase process as an Original HP LaserJet Toner Cartridge. The software reports the following cartridge states:
  • Genuine HP : The supply was manufactured by HP for this product.
  • Not Genuine : The supply might be refilled, remanufactured, or counterfeit. If you believe you purchased a genuine HP supply, go to www.hp.com/go/anticounterfeit .
  • Incompatible : The supply is intended for a different HP product. For best results, use supplies that were made for this product. When you use an incompatible supply, the supply might not perform correctly in your product or you might not receive notification when the supply is low.
  • Used : The supply has been previously used. If you believe you purchased a new genuine HP supply, go to www.hp.com/go/anticounterfeit .
  • Not Authenticated : The HP Toner Cartridge Authentication software has not yet authenticated if this supply is genuine HP.
  • Unable to Authenticate :
    • If you see this message then it is possible that the cartridge that you are trying to authenticate does not feature the technology necessary for HP Toner Cartridge Authentication.
    • If an x icon is next to this message, the HP Toner Cartridge Authentication software cannot authenticate the supply because it does not contain the authentication technology required. Please try again to authenticate the next time you replace a cartridge.
    • If an I icon is next to this message, communication between your HP product and the HP server is unavailable at this time. Make sure the product is turned ON and that it is connected to the Internet. If the problem persists, please try again later.

Will a refilled toner cartridge authenticate as "Used" or "Not Genuine"?

A refilled cartridge will authenticate as "Used" unless the company that refills the cartridge changes the e-label, then the cartridge will authenticate as "Not Genuine".

Can the software be used in an Enterprise environment?

Yes, but this software is not intended for use in a managed, Enterprise environment.

Can IT turn the solution off for Enterprise environments?

Yes. The program is designed to alert and communicate with the IT manager or procurement (one user). This application is intended to only be installed on the PC of the person managing the printer/or fleet of printers. The system administrator has control to turn the solution off or on.

Can an employee on a managed network in an enterprise environment, download and run the software?

Assuming they do not have system administrator privileges, they will not be able install or use this software. This application is intended to be installed only on the PC of the person managing the printer/ fleet of printers who has system administrator privileges.

Does it matter where customers buy their cartridges to authenticate?

No, the solution will work regardless of where the customer purchased their replacement cartridges.

Will HP collect customer information?

When you use the HP Toner Cartridge Authentication software -- printer model, cartridge model and serial number details are transmitted to HP to verify that an Original HP cartridge has been installed. This information will not be stored after the authentication is complete.

Do I need to update my Operating System (OS) to download HP Toner Cartridge Authentication Software?

  • HP Toner Cartridge Authentication runs on Windows XP pack 2 and 3, Windows Vista and Windows 7.
  • Two external Microsoft packs (.NET framework and MSXML6) are required to be able to run the HP Toner Cartridge Authentication software; the download process will check for these applications and prompt to update your OS accordingly. Most OS’s already have these two MS applications installed.

Do I need to update the software (firmware) in my printers to enable authentication with HP Toner Cartridge Authentication Software?

Firmware of certain LaserJet printers may require updates. (The software triggers the updating of the firmware when needed during the software installation process.)

What if I need assistance for more information about the technical aspects and installation of this program?

  • Additional support is provided via an email support link (a free service that will be the best path for printers out of warranty)

Software Information and Help

Consider recycling your used HP print cartridge. Visit www.hp.com/recycle for instructions.
Click here for a list of printers/cartridges that currently support the HP Toner Cartridge Authentication software at h20000.www2.hp.com/bizsupport/TechSupport/Document.jsp?&objectID=c02639296.
Data security and privacy information is available at www.hp.com/go/privacy .

Authentication and Settings

Settings tab
Click the Refresh button to update the HP Toner Cartridge Authentication software to add the latest supported HP products.
  • Automatically authenticate: The HP Toner Cartridge Authentication software automatically authenticates cartridges whenever you insert them. (Default setting)
  • Prompt to authenticate: The HP Toner Cartridge Authentication software prompts you to authenticate cartridges whenever you insert them.
  • Manually authenticate: The HP Toner Cartridge Authentication software authenticates cartridges when you open the software, click the Authentication tab, and click Submit .
  • Enroll Now: Your HP product supports the HP Toner Cartridge Authentication software. Select this option to enroll your product and begin authenticating the supplies as genuine HP supplies.
  • Update and Enroll: Your HP product supports the HP Toner Cartridge Authentication software, but the product requires an update first. Select this option to update the product and then begin authenticating the supplies as genuine HP supplies. The product is automatically enrolled when the update is complete.
Authentication tab
Click the Submit button to begin authenticating the supplies listed. Open the Results tab to see the results. Click the printer icon on the Results tab to view and print a page of the results.

Print Cartridge Status

The following status messages can appear for your print cartridge and imaging drum supplies:
  • Genuine HP: The supply was manufactured by HP for this product.
  • Not Genuine: The supply might be refilled, remanufactured, or counterfeit. If you believe you purchased a genuine HP supply, go to www.hp.com/go/anticounterfeit .
  • Incompatible: The supply is intended for a different HP product. For best results, use supplies that were made for this product. When you use an incompatible supply, the supply might not perform correctly in your product or you might not receive notification when the supply is low.
  • Used: The supply has been previously used. If you believe you purchased a new genuine HP supply, go to www.hp.com/go/anticounterfeit .
  • Not Authenticated: The HP Toner Cartridge Authentication software has not yet authenticated if this supply is genuine HP.
  • Unable to Authenticate: If an "I" icon is next to this message, communication between your HP product and the HP server is unavailable at this time. Make sure the product is turned ON and that it is connected to the Internet. If the problem persists, please try again later.
    If an "x" icon is next to this message, the HP Toner Cartridge Authentication software cannot authenticate the supply. This cartridge does not contain the Authentication technology required. Please continue to attempt to Authenticate every time you replace a cartridge.

Authentication Results

After HP Toner Cartridge Authentication has checked your supplies, you might see any of these messages:
  • No Risks Detected: Your product is using genuine HP supplies.
  • Risks Detected: Your product is using some genuine HP supplies, but some of the supplies are not genuine HP. If you believe you purchased genuine HP supplies, go to www.hp.com/go/anticounterfeit .
  • Non-HP Cartridges Detected: None of the supplies are not genuine HP. If you believe you purchased genuine HP supplies, go to www.hp.com/go/anticounterfeit . To understand the benefits of using genuine HP supplies go to www.hp.com/go/learnaboutsupplies .
What are the benefits of using Original HP LaserJet Print Cartridges over non-HP Cartridges?
Original HP LaserJet Print Cartridges are the perfect choice for superior reliability and value. See www.hp.com/go/toner for details.

Error Messages

Printer Error

HP Toner Cartridge Authentication is unable to communicate with the product. Make sure the product is awake or turned ON, and connected to your computer or network. Click Refresh to restart the printer discovery process.

Network Error

HP Toner Cartridge Authentication is unable to connect to the Internet. Make sure your computer is connected to the Internet, and click Refresh to restart the printer discovery process.
Network Errors can be between your computer and HP’s webpage. You may have to check back later.

Temporarily unable to authenticate

Make sure your product is turned ON and connected to the Internet. This message can appear for a variety of reasons. For example, you might have tried to authenticate the same cartridge too many times, or your cartridges have the same serial number, which can indicate the cartridges are remanufactured or counterfeit. Try authenticating again later.

Unable to authenticate

HP Toner Cartridge Authentication cannot authenticate the supply because information is missing or the format of the data is incorrect.
The Cartridge that you are using does not have the capability to run the latest HP Toner Cartridge Authentication Technology.

Technical Troubleshooting Questions and Answers

Click here for to access the HP Toner Cartridge Authentication Technical Troubleshooting Q & A document at h20000.www2.hp.com/bizsupport/TechSupport/Document.jsp?&objectID=c02725023.

Earn and Obtain Rewards

Depending on your country/region, you can earn rewards from HP for using genuine HP supplies.
After HP Toner Cartridge Authentication has checked your supplies, an offer button appears if you are eligible for rewards. Click the offer button to connect to the HP Web site and choose from a variety of rewards. You might be prompted to enter a string of characters shown on the screen before you can continue.
What is HP Rewards?
HP Rewards is A GENUINE THANKS FROM HP TO YOU. At HP, we value our customers. When you purchase Original HP LaserJet print cartridges you qualify to earn a variety of great promotions and discounts. To earn Rewards, place your Original HP LaserJet print cartridge in your printer and follow the instructions. Rewards are one-time use at time of cartridge installation. Rewards may change over time and may not be available in all countries/regions.
Who is eligible to receive rewards?
In select countries/regions, HP Rewards are offered to customers who download the HP Toner Cartridge Authentication Software, purchase Original HP LaserJet print cartridges and own an HP LaserJet printer that supports digital authentication.

Basic Rewards Questions and Answers

Rewards Questions for those countries with rewards

What is HP Rewards?

HP Rewards are A GENUINE THANKS FROM HP TO YOU. At HP, we value our customers. When you purchase Original HP LaserJet print cartridges you qualify to earn a variety of great promotions and discounts. To earn Rewards, place your Original HP LaserJet print cartridge in your printer and follow the instructions. Rewards are one-time use at time of cartridge installation. Rewards may change over time and may not be available in all countries/regions.

Who is eligible to receive rewards?

In select countries, HP Rewards are offered to customers who download the HP Toner Cartridge Authentication Software, purchase Original HP LaserJet print cartridges and own an HP LaserJet printer that supports digital authentication.

Will customers receive HP Rewards for the initial installation of HP LaserJet print cartridges that came with the printer?

Yes, in select countries that offer Rewards.

If the customer receives the reward notification, does he/she have to take action immediately?

Yes. The customer can only take action while the pop-up is displayed.

What happens when a printer is connected to a network? Who gets the rewards?

When several people are connected to the printer and have the authentication software loaded on their PCs , all will receive the authentication results and HP Rewards offer pop-up on their computer. Only one computer can accept the pop-up for HP Rewards per cartridge installation event.
This application is intended to only be installed on the PC of the person managing the printer/or fleet of printers.

What happens if a country doesn’t have HP Rewards offers?

Some countries do not offer HP Rewards. In these cases, authentication will continue to work and verify whether the cartridge is an Original HP print cartridge.

If the customer participates in a purchased-based rewards program, can they also participate in HP Rewards?

Yes, in the applicable countries, the customer is eligible to accept HP Rewards regardless if they participate in other HP or reseller rewards programs based on their purchases.

Can a customer remove and re-install the cartridge for multiple rewards?

No - the cartridge will be tripped once; any further removal and re-installation of the cartridge will not trigger another reward. The customer will receive notification that the cartridge has been previously installed.

If you install multiple cartridges at one time, will you be able to redeem multiple rewards?

No. When you install multiple cartridges at one time, you will receive only one pop-up linking you to the rewards site to redeem rewards.

What if I installed an Original HP LaserJet print cartridge, but wasn't offered a reward? What could cause this to happen?

There are several possible reasons:
  • You left the Rewards site or closed the Rewards window before claiming a Reward. The Rewards page appears the first time you print after installing new, Original HP LaserJet print cartridges.
  • Your printer may not be eligible for Rewards at this time. Your printer must be using Original HP LaserJet print cartridges to be eligible, and you must have installed HP Toner Cartridge Authentication software on your connected computer.
  • The cartridge may be a non-HP or remanufactured cartridge. The Rewards program is eligible on the purchase and use of new cartridges and is activated when you place a new, Original HP LaserJet print cartridge into your printer.
  • The cartridge may have been previously installed in a printer. Once the cartridge has been authenticated, it can no longer trigger a reward through removal and reinstallation.
  • If you are using a shared or networked printer, someone else on the network may have claimed the Reward or dismissed the HP Rewards offer window.
  • Rewards may not be available in your country or region.
  • The cartridge may be old and does not have the correct chip on the cartridge.

Download HP Toner Cartridge Authentication Software

Click here to be transferred to the website where you can download the HP Cartridge Authentication Software (www.hp.com/go/TonerCheck).

Email support

Click here to obtain email support for the HP Cartridge Authentication Software at www.hp.com/sbso/product/supplies/toner-authentication/contact.html.

HP Support forums

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