Incompatible ink cartridge message HP8610

[joe_padavano]

I have an HP8610 printer that has worked well since I bought it brand new at WalMart in 2014. I needed to replace several ink cartridges recently. I was using 950XL and 951XL cartridges. I first ordered new cartridges on Amazon. When installed, I got an "incompatible cartridge" error message. Figuring that the Amazon cartridges were counterfeit, I bought new ones at Office Max. Same error message. After spending an hour on the phone with HP technical, and trying EVERY possible reset, power-off, and other possible suggestion, HP sent me new cartridges. Those arrived today, and I received the same error message. I again spent time on the HP tech line (since apparently despite the fact that I provided the case number, I still had to repeat all the information). I pointed out that the (now empty) cartridges that worked were "Z20", whereas all of the new cartridges I've unsuccessfully tried have been "Z10". No, I have not moved since buying this printer - I got it at the local WalMart here in the Washington DC area and I still live here. Apparently one of the firmware updates has changed the zone on my printer, but HP tech line told me that my printer is too old and they cannot help. The person on the line did, however, offer to help my buy a new printer. Seriously?

[Bob_Headrick]

HP introduced regionalized cartridges (Z10, Z20, Z30 and Z40) for the previously universal 950/951 cartridges in about January 2017.  The printer will "lock" itself to the first Zxx cartridge installed in the printer.  If you are in the US/Canada you will need Z10 cartridges, but the printer may have been locked to another region by accident. [In your case the -Z20 region.]  In that case you will need to have HP perform a "Regionalization Reset".  You will need to Contact HP to request a "Regionalization Reset". 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 need to have the full featured driver installed to generate the codes needed to reset the region.  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.

The regionalization reset is covered by cartridge warranty, see the document here for information.   I have also seen folks having good success posting to the HP Support Facebook page here. 

When you contact HP make sure to mention you need a "Regionalization Reset".  If the agent you speak to does not have access to the regionalization reset program (a limited number do) ask to be transferred to an agent that understands the regionalization reset process.  You do not need a new printer.

Please post back here with your results, especially if you require more assistance.  

[joe_padavano]

I spoke to the HP Tech line. The rep walked me through the process to find the hidden menu on the control panel and perform a "semi-full reset" . I did this. No joy. I still get the Incompatible Ink Cartridges error message. Tried it several times. Now my printer is bricked, as the system is stuck on that error message and the ink carriage won't move out to the accessible position when I open the door. No, power cycling doesn't work either. The HP rep helpfully informed me that I'm SOL and need to buy a new printer since HP doesn't support hardware that old. I informed her that the new printer WON'T be a HP product. The whole regionalized cartridges thing was done to force people to by ink from HP. Never had this problem before that "upgrade".

[Bob_Headrick]

The reset you need is *not* the semi-full reset, you need a regionalization reset.  Unfortunately, only a limited number of agents have access to the software to perform the regionalization reset.

I will ask to have your case escalated.  

[Kumar0307]

@joe_padavano, Welcome to the HP Support Community! I’m here to help.

I understand a region reset has to be performed on the printer to resolve this issue.

• The reset instructions are specific for your printer and performing those steps on a different printer may corrupt the device.
• I've sent you a private message with reset instructions, follow the reset instruction to perform a full reset and re-initialize the printer.
• In order to access your private messages, click the private message icon on the upper right corner of your HP community profile, next to your profile Name or simply click on this link: https://h30434.www3.hp.com/t5/notes/privatenotespage

Hope this helps! Let me know how it goes. 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

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Have a great day!