HP Inc. Apologizes for Move that Blocked Rival Printer Cartridges

HP Inc. apologized for how it handled a recent move that stopped ink cartridges supplied by other vendors from working with some HP printers.

The company, which has long tried to restrict the use of rival ink cartridges, said it should have better explained a new authentication feature in software that stopped owners of HP printers from using third-party cartridges that had previously functioned. HP said it would issue an optional software update that will remove the security feature involved in the issue.

"Although only a small number of customers have been affected, one customer who has a poor experience is one too many," said Jon Flaxman, HP's chief operating officer, in a statement issued Wednesday.

HP, based in Palo Alto, Calif., gets most of its profit from selling ink and toner cartridges for its printers. It has tried to protect that business by taking steps that include using security chips to help detect and prevent the use of unauthorized or counterfeit cartridges.

For some of its inkjet printers, HP said it had distributed a firmware update—a replacement of built-in software that handles control functions in many kinds of electronic equipment. HP said the update included a "dynamic security" feature that prevented from working some untested third-party cartridges that use cloned security chips, even if they had previously functioned.

Activation of that security feature recently set off a harsh response from at least one competitor as well as the Electronic Freedom Foundation, a San Francisco-based group known for taking stands against government surveillance and other tech-policy matters. The group sent a letter to Dion Weisler, HP's chief executive, arguing among other things that HP's action could cause customers to become wary of software updates that often improve security.

"By giving tens of millions of your customers a reason to mistrust your updates, you've put them at risk of future infections that could compromise their business and home networks, their sensitive data, and the gadgets that share their network with their printers, from baby monitors to thermostats," wrote Cory Doctorow, an EFF special adviser.

Complaints about the issue had also been raised by 123inkt.nl, a Dutch supplier of printer cartridges that said it received many complaints from customers whose printers had stopped functioning recently. The company said on its website that it had become possible to develop new chips to get around the HP security features, which are now in production.

HP contends that it is important to limit the use of unauthorized cartridges to protect its intellectual property, safeguard user security and to make sure printer users get the best experience. Mr. Flaxman said HP would continue such practices, which may prevent some third-party supplies from working.

"However, we commit to improving our communication so that customers understand our concerns about cloned and counterfeit supplies," he added. "Again, to our loyal customers who were affected we apologize."

Write to Don Clark at [e-mail]

(END) Dow Jones Newswires

September 28, 2016 15:55 ET (19:55 GMT)

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