I have moved to Australia and the equivalent printer cartridges give me an error message

[Troy_in_Oz]

I have a UK origin Deskjet F4580 taking HP 300 series ink cartridges.  HP Australia recommends HP 60 cartridges as local equivalents.  They fit perfectly but I get an error message stating they are incompatible.  I cannot use the Australian HP Helpdesk as they do not recognise the product and won't give me access to on-line help.  Does anyone know how to resolve this compatibility problem?

Thanks

[erico]

Here is an HP document that will provide help in getting your printer regionalized so it will accept the Australian cartridges.

[Troy_in_Oz]

Thanks Erico, I also found that page and followed Step 1 but Step 2 doesn't work.  There is no clickable Contact HP button so I can't get more information on how to receive support.

Thanks, Troy

[erico]

Hi Troy,

I know someone who may be able to help you.

You may also try this live chat link.

Best regards,

erico

[Troy_in_Oz]

Hi Erico,

Thanks again for your support but still no luck.  When I click on Live Chat link it sends me to a new page where I have to type in the product name.  When I type in Deskjet F4580 it says we are unable to locate the live chat with HP support specialist page for the product "deskjet f4580".  I also tried the product number but get the same result.  It then sends me round in circles with no result.

Thanks so much for your attempts to help me but looks as though I wasted $50 buying cartridges that don't work.

Troy

[Ciara_B]

Hi Troy

When you call phone support did you tell them you need a regionalization reset?

http://h10025.www1.hp.com/ewfrf/wc/document?lc=en&dlc=en&cc=us&lang=en&docname=c02558798

Thanks, Ciara

[Troy_in_Oz]

Thanks for your information Ciara.

I haven't called them yet as I need to use up the ink in the old UK cartridges before getting the regionalisation reset to accept Australian cartridges.  I believe the printer will only accept cartridges from the new region once it has been reset.

I also believe HP will make a charge for this service once the printer is out of the warranty period.  Unfortunately this could mean the new cartridges and regionalisation costs will be around the same as buying a new printer.  It's a pity HP were not more open about this on their help pages before encouraging customers to follow this route.

I'll complete this thread once I've contacted HP by phone to reset the regionalisation.  Hopefully it will have a happy outcome.

As a footnote to others having the same issue with their printer, one suggestion was to buy the cartridges through a UK supplier, such as Amazon, and have them shipped to Australia.  This does not work as they are not allowed to ship ink cartridges to international destinations.

Thanks again,

Troy

[Troy_in_Oz · Accepted solution]

Great news. all sorted, my printer has has had regionalization reset to Australia!  A few tips for others who also want to embark on this long and treacherous journey.

1.  Your printer needs to be up and running on the original UK printer cartridges before calling HP.  They will also need some ink in them as you have to print a system page as part of the regionalization reset.

2.  You will need the printer serial number and FPU number as part of the process.  As mine are on the bottom of the printer it would have been easier if I'd written them down before calling HP.  My printer was not happy at being turned upside down while trying to print a page!

3.  Find out your operating system and whether it is 32 or 64 bit i.e.. mine is Windows 7 Home Premium 32 bit.  You can find this information by right clicking 'computer' and left clicking 'properties' from the 'start button' menu.

4. Have all the Australian replacement printer cartridges ready but not installed.  You will need to install them as part of the of the process but do not install them before you are told. 

5.  Call HP using a headset or handsfree phone.  My call lasted 35 minutes and I needed to use my computer and printer during the reset process.  The number to call in Australia is 1300 721 147 and ask for a regionalization reset for your printer.

6.  Obvious point but make sure you are using genuine HP cartridges as they check serial numbers for both the UK and Australia cartridges.  You will need to align the new cartridges before you can print again.

7.  Great news, HP did not charge me for the service!

Good Luck,

Troy

[Ciara_B]

Glad to hear it's sorted Troy!

Ciara