Hp 3550 printer not geniune hp supplies

We have a hp 3550 printer - it is not printing now as there is an error message stating that one of the cartridges (cyan) is not a geniune product.

The cartridge is a genuine. All of the cartridges are HP. We have two HP printers and this "suspect" cyan cartridge works on the second printer. Conversely the "genuine" cyan cartridge does not work on the broken printer as it still believes it to be a non hp product.

I spoke with HP who talked me through how to clean the printer and to reset the printer via the on screen menu. This did not work. They were to call me back but did not. I re-initiated the case but they refused to speak with me as the printer is outside warrantly.

I explained the problem and the fact that the cartridges cost more than the printer. They sent me a quote to carry out a site visit at £227 excluding vat.

Does anyone know how to overcome this problem? It seems to be a resetting issue?

regards

PH