Regionalization Reset - Photosmart B110

[IanCR]

Recently moved to Europe from the Middle East, with my HP Photosmart e-Wireless All-in-One B110b.  Old cartridges (HP178) ran out, but when I put the European equivalents in (HP364) I got an "Incompatible Ink" message.

Contacted HP Online Chat to request a "Regionalization Reset".  First, they insisted that I print a "10-tap test" with the old cartridges (impossible given they were empty).  Then, they emailed me to say that Region Reset wasn't possible on the B110.

Wrong!  When I spoke to HP UK - where I bought the cartridges, even though I live in France - by phone (0844 369 0369) they said that, provided I still had the old cartridges (even if they wouldn't print) they could get the information required from the printer support menu.

With their guidance, entered the support menu using the following sequence on the printer homescreen (Top Left-Top Right-Top Left-Top Left).  Then provided the following info from various menus: printer serial number, page count, ink cartridge serial nos (black, cyan, yellow, magenta), gather/scramble scheme.  They then gave me some codes to enter into a special menu. Success! 

Many thanks to Bob Headrick (on this forum) and to Peter in Newcastle (HP Support UK) for all their help.

[Bob_Headrick · Accepted solution]

I am glad your issue was resolved .  

For others with this issue you will need to Contact HP to request a "Regionalization Reset". I suggest a phone call rather than using the chat function.  There should not be any charge for this, it is covered as part of the cartridge warranty. You will need to have access to your computer and printer while on the line with HP. You will also need to have a set of cartridges for the new region, once the reset is complete cartridges from the original region will no longer work.  HP's web page on the subject is here.

[Prantap]

Hi,

 I am residing in Galway Ireland and had purchased my HP-B110b in Qatar (Middle East).  I am facing the same problem and contacted HP Support in UK but they have not been able to rectify the problem. 

Incidentally the process was of getting in touch with HP support was a very painful one, due to a lot of background sound (people talking), and lots of disturbances in the line.  Has cost me a lot of money!!.  On Friday, I called 14 times (each time giving the same information) and was eventually was able to speak to a technician - who informed me midway through the process that their computers had packed up and hence the online assistance had to be discontinued and that they would call back on Monday morning .  Today (Monday) no one called in the morning and after speaking to seven people (again giving the same information I had given on Friday) I was eventually able to speak at length to a technician in the middle of which my phone was disconnected as I had used up the Euro 15 credit on my phone I had just loaded into my phone today morning.  The technician was however very kind to call back!! and while he did try to solve the problem was unable to.  Must say except for one staff (with who I had to unfortunately speak with twice) all the other staff were trying to help as best they could and HP management needs to address this issue urgently and can contact me via phone (+{Personal Information Removed})  or via email.

Anyway can any technician at HP advise me on how I could resolve regionalization of my printer cartridges from middle east to UK (i.e.. HP178 to HP364).  I do not want to discard a printer that has so far printed only 356 pages.  Discarding it would be a complete waste of money which in today's age is so precious, is encouraging excessive consumerism and is a complete disrespect to the environment!!

Bob Headrick and Peter if you see this message is there a number that I can call you at directly!!.  Please

Cheers - Prantap

[Bob_Headrick]

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Prantap wrote: [snip] I am residing in Galway Ireland and had purchased my HP-B110b in Qatar (Middle East).  I am facing the same problem and contacted HP Support in UK but they have not been able to rectify the problem. [snip]

My phone number would not help as I do not have access to the program required to perform the reset.  I will send you a private email requesting some information which I will use to escalate this issue for you.

[Prantap]

Cheers Bob.  Will wait for your email

[SamSullivan1]

Hi,

I also have the same problem with a B110. UK bought B110, emigrated to Canada with work. Canadian cartridges will not print. I followed all of the steps advised in your post but the senior rep I spoke with told me that unless I could get the printer to print with the new cartridges (Catch 22!) HP could not help. I tried to escalate the problem further but was told that it had gone as far as it could and all they would offer me was a free additional year's warranty should I buy a new HP printer - not very likely either now for home nor in my professional capacity.

[Bob_Headrick]

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SamSullivan1 wrote:
Hi,

I also have the same problem with a B110. UK bought B110, emigrated to Canada with work. Canadian cartridges will not print. I followed all of the steps advised in your post but the senior rep I spoke with told me that unless I could get the printer to print with the new cartridges (Catch 22!) HP could not help. I tried to escalate the problem further but was told that it had gone as far as it could and all they would offer me was a free additional year's warranty should I buy a new HP printer - not very likely either now for home nor in my professional capacity.

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I will send you a PM requesting further information.

[anonyymi]

Mr. Hedrick,

What is HP’s rationale for this exceedingly customer-unfriendly practice?  It doesn’t appear that it would increase HP’s sales revenues, so is it to protect the margins of high-markup sellers of HP products in nations where they can get away with such mark-ups?  Or is it to protect the VAT revenues of countries with high VAT rates, especially within the EU?  And what is the company’s rationale for, so I’ve read, refusing to perform a second (or third or fourth) regionalization reset when a printer is returned to the country of origin or to perform more than three resets for a given printer?

______________

To say I’m disgusted with HP is a gross understatement.  I bought an HP 6510 e printer from AAFES in Germany in 2012.  When the printer ran out of black ink, I returned to AAFES to buy a replacement cartridge, only to find AAFES had none in stock.  Accordingly, I bought what I assumed from the label was a compatible cartridge from a German store.  The cartridge in the printer was labeled 564 and had an expiration date of 2014/02/09; the cartridge I bought, 364 and 2014/02/09.  When I installed the cartridge in the printer, the printer displayed “Incompatible Ink Cartridge(s).” 

In searching the internet for a solution to my problem, I learned after much searching that I have to order the 564 cartridge – which except for the number is identical to the 364 cartridge – from the US.  The alternative to this annoying solution, which is itself annoying, is to call an in-country HP customer support office for assistance in performing a “regionalization reset,” then to repeat the reset when I return to the US.  (HP’s US customer support office doesn’t support HP customers located outside the US.)  

If ever a company deserved the hard times that have befallen HP since the recession, it’s HP itself!

[Bob_Headrick]

I do not work for HP and certainly do not speak for them. 

There are some technical limitations in the printer of how many times a regionalization reset can be performed, but you should be able to have your printer regionalization reset when you move to a different country and then again when you move back. I have not heard of a case where an agent refused to perform a second reset.     

HP's web page on the subject is here.

[sportbros]

Help!  Have made three calls to HP all in one printer Photosmart C7280 for a regionalization reset.

Bought printer in US and moved to Ireland and now back to US.

First phone call told me I wasn't under warranty and would have to pay to get a reset!  What-I would do it myself but can't as I know they have to whatever.

Second phone call got disconnected as I was explaining problem.

Third phone call finally got someone who said she could help, but after talking to supervisor said I needed "a full set of ink cartridges" from Ireland to do reset!  What that isn't true as I reset before without and one cartridge is empty.  She also said buying a new printer would be cheaper...huh!  This printer works fine.

{personal info removed}

I need to know who to contact or how to get past these people who obviously don't know what to do.  Really this is a scam!