• ×
    Information
    Windows update impacting certain printer icons and names. Microsoft is working on a solution.
    Click here to learn more
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
  • ×
    Information
    Windows update impacting certain printer icons and names. Microsoft is working on a solution.
    Click here to learn more
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
Guidelines
Experiencing 'Printer Blocked' or 'Printer Error' message? Click here for more information.
Check some of the most frequent questions about Instant Ink: HP INSTANT INK, HP+ PLANS: INK AND TONER.


Check out our Black or Color Ink Not Printing, Other Print Quality Issues info about: Print quality and Cartridge Issues.
Locked

‎05-11-2018 10:39 AM

HP Recommended

Well, it is getting frustrating! We do have problem with the non compatible ink cartridge also.. We live in Canada... Problem started when  we used non-HP products for emergency printing and now the printer does not recognize the new HP cartridge.. We have a HP officejet pro 8600 premium.. Interestingly, the printer recognizes old (emptied) HP cartridges without the z10 and doesn't recognize the new one with the z10...

All drivers are up to date, we tried everything in the book, and even purchased new set cartridges.. nothing works.. And the printer is even ok with the non-HP products.. HELP!!!

18 people had the same question
1 ACCEPTED SOLUTION

Accepted Solutions

‎05-11-2018 02:05 PM - edited ‎05-11-2018 05:47 PM

HP Recommended
@Chris011wrote:

Well, it is getting frustrating! We do have problem with the non compatible ink cartridge also.. We live in Canada... Problem started when  we used non-HP products for emergency printing and now the printer does not recognize the new HP cartridge.. We have a HP officejet pro 8600 premium.. Interestingly, the printer recognizes old (emptied) HP cartridges without the z10 and doesn't recognize the new one with the z10...

All drivers are up to date, we tried everything in the book, and even purchased new set cartridges.. nothing works.. And the printer is even ok with the non-HP products.. HELP!!!

For years the 950/951 cartridges were universal, they would work in any region.  The change was made in early 2017.  At this time four regions were introduced, Z10, Z20, Z30 and Z40.  The printer "locks" itself to the first Z cartridge that is installed, after that it will only accept cartridges with the correct Z region, or the universal cartridges made before the Z regions were implemented.

 

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 also need to have a set of cartridges for the new region (either Z10 or universal cartridges), once the reset is complete cartridges from the original region will no longer work.  HP's web page on the subject is here.

 

HP cartridges have a warranty that will cover the regionalization reset process even if the printer is not in warranty, see the document here for information. To get warranty coverage you will need to go to the Contact HP page, then enter the information for your printer.  At this point it will likely say "Manufacturer's warranty has expired"  To the right of this it will say "See details".  Click the "See details" link, which will open another page with more details.  Near the bottom of the text will be a paragraph that says : 

HP has checked your product information, including the product and serial numbers, to determine your warranty results.The legal warranty expiration date is based on the date of purchase, as indicated on your receipt. If you feel these results are incorrect, you may submit a dispute for review. Dispute this >

 

Click on the "Dispute this" link which will ask for some additional contact information.  Fill out the contact information, then in the bottom section select: 

 

Dispute reason  


  Issue with my Accessories, Supplies and/or Software 

In the comment section indicate that you have a defective supply that is in warranty, you need a regionalization reset.

Bob Headrick,  HP Expert

I am not an employee of HP, I am a volunteer posting here on my own time.

If your problem is solved please click the "Accept as Solution" button 

If my answer was helpful please click "Yes" to the "Was this post helpful" question.


View solution in original post

1 person found this reply helpful
Was this reply helpful? Yes No
18 REPLIES 18

‎05-11-2018 02:05 PM - edited ‎05-11-2018 05:47 PM

HP Recommended
@Chris011wrote:

Well, it is getting frustrating! We do have problem with the non compatible ink cartridge also.. We live in Canada... Problem started when  we used non-HP products for emergency printing and now the printer does not recognize the new HP cartridge.. We have a HP officejet pro 8600 premium.. Interestingly, the printer recognizes old (emptied) HP cartridges without the z10 and doesn't recognize the new one with the z10...

All drivers are up to date, we tried everything in the book, and even purchased new set cartridges.. nothing works.. And the printer is even ok with the non-HP products.. HELP!!!

For years the 950/951 cartridges were universal, they would work in any region.  The change was made in early 2017.  At this time four regions were introduced, Z10, Z20, Z30 and Z40.  The printer "locks" itself to the first Z cartridge that is installed, after that it will only accept cartridges with the correct Z region, or the universal cartridges made before the Z regions were implemented.

 

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 also need to have a set of cartridges for the new region (either Z10 or universal cartridges), once the reset is complete cartridges from the original region will no longer work.  HP's web page on the subject is here.

 

HP cartridges have a warranty that will cover the regionalization reset process even if the printer is not in warranty, see the document here for information. To get warranty coverage you will need to go to the Contact HP page, then enter the information for your printer.  At this point it will likely say "Manufacturer's warranty has expired"  To the right of this it will say "See details".  Click the "See details" link, which will open another page with more details.  Near the bottom of the text will be a paragraph that says : 

HP has checked your product information, including the product and serial numbers, to determine your warranty results.The legal warranty expiration date is based on the date of purchase, as indicated on your receipt. If you feel these results are incorrect, you may submit a dispute for review. Dispute this >

 

Click on the "Dispute this" link which will ask for some additional contact information.  Fill out the contact information, then in the bottom section select: 

 

Dispute reason  


  Issue with my Accessories, Supplies and/or Software 

In the comment section indicate that you have a defective supply that is in warranty, you need a regionalization reset.

Bob Headrick,  HP Expert

I am not an employee of HP, I am a volunteer posting here on my own time.

If your problem is solved please click the "Accept as Solution" button 

If my answer was helpful please click "Yes" to the "Was this post helpful" question.


1 person found this reply helpful
Was this reply helpful? Yes No

‎05-11-2018 02:30 PM

HP Recommended

Thank you Bob for having taking the time to reply..

I had found your previous post with the same problem only after publishing my post.. I did fill up the request, got my case # and waiting for a case manager to reply. I also provided the case number to tech I was chating with on HP Support messenger on facebook, which at first wanted to refer me to the sale department :(...  Here's hoping that the problem will be solved..

 

The printer is also set on z20...

 

 

 

 

Was this reply helpful? Yes No

‎05-14-2018 03:01 PM

HP Recommended

Well, it’s getting worst for support from HP.. The case manager called, left a voice mail, stating that my printer was no longer sold nor supported by HP, therefore nothing can be done... 

Not impressed.. 

Was this reply helpful? Yes No

‎05-14-2018 05:09 PM

HP Recommended

Arrgh....  I will ask to have your case escalated.


Bob Headrick,  HP Expert

I am not an employee of HP, I am a volunteer posting here on my own time.

If your problem is solved please click the "Accept as Solution" button 

If my answer was helpful please click "Yes" to the "Was this post helpful" question.


Was this reply helpful? Yes No

‎05-14-2018 05:22 PM

HP Recommended

@Chris011

 

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

If you are unfamiliar with how the Forum's private message capability works, you can learn about that here.

Thank you for visiting the HP Support Forum.

 

I work on behalf of HP
Was this reply helpful? Yes No

‎05-16-2018 01:25 PM

HP Recommended

SOLVED! by Nicholas  HP Tech Support Front Line Canada... a big Bravo Zulu for him.. Yeah!  Granted it was a long road where I talked (either online or by phones) with 6 support personnels to resolve this problem...

Was this reply helpful? Yes No

‎05-16-2018 02:10 PM

HP Recommended

I am glad there are still suopport agents that can handle the regionalization resets.  Now that the reset has been completed you should not have further issues.  Be sure any further cartrdiges you purchase are the Z10 needed for your printer.


Bob Headrick,  HP Expert

I am not an employee of HP, I am a volunteer posting here on my own time.

If your problem is solved please click the "Accept as Solution" button 

If my answer was helpful please click "Yes" to the "Was this post helpful" question.


Was this reply helpful? Yes No

‎07-29-2018 09:45 AM

HP Recommended

Help! I purchased an Officejet 8720 from a seller on Amazon and am experiencing the problem with regionalization. the hp 954 ink cartridges supplied with the printer ran out and I purchased the 952 cartridges recommended but they do not work because of the regionalization issue. I have two service cases pending with hp however I have heard NOTHING. Is there any other way to contact HP support? I swear I will never ever purchase another hp product. Their customer service is abysmal.

Was this reply helpful? Yes No

‎07-29-2018 09:46 AM

HP Recommended

Help! I purchased an Officejet 8720 from a seller on Amazon and am experiencing the problem with regionalization. the hp 954 ink cartridges supplied with the printer ran out and I purchased the 952 cartridges recommended but they do not work because of the regionalization issue. I have two service cases pending with hp however I have heard NOTHING. Is there any other way to contact HP support? I swear I will never ever purchase another hp product. Their customer service is abysmal.

Was this reply helpful? Yes No
Warning
Be alert for scammers posting fake support phone numbers and/or email addresses on the community.
If you think you have received a fake HP Support message, please report it to us by clicking on "Flag Post".
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation.

Didn't find what you were looking for? Ask the community

† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.