Incompatible Black Cartridge

[Luis69]

Hi,

I just installed a black cartridge 201x (CF400X) in my  HP MFP M277dw printer and I am getting an  "incompatible black cartridge" message. This could be possibly related to different zones but I have no idea how to fix it. Is it possible to open my printers for all zones (or a regional reset) or is there another quick fix to make this brand new toner work?  I note that the new HP toner is for the EMEA region and my printer was purchased in Austria so I'm not sure why the two products aren't talking to each other. 

HP experts please help me.  Thank you. 

[Kumar0307]

@Luis69, Welcome to the HP Support Community!

I understand you are not able to use the black ink toner due to this error.

Were the printer and the ink toner bought in the same country? A region reset is performed only if they are from different regions.

Reset the printer

1. With the printer turned on, disconnect the power cord from the rear of the printer.
2. Wait at least 60 seconds.
3. Reconnect the power cord to the rear of the printer.
4. Turn ON the printer, if it does not automatically turn on.
5. Wait until the printer is idle and silent before you proceed.

Note: HP recommends connecting the printer directly to a wall outlet rather than a surge protector or a power strip.

Update the printer firmware

Click here to download and install the latest printer firmware from your PC.

Click here to know different methods of updating printer firmware.

For now, perform the steps mentioned in this document - 'Install Black Cartridge' Displays

Hope this helps! Keep me posted. 

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

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

Have a great day! 

[Luis69]

Hi Kumar

Thank you so much for your email.  I tried resetting the printer but that did not work.  I still get the message "Incompatibile Black Cartridge".  Please note that I have and am using only HP original cartridges.

You have asked where the printer and cartridges were purchased.  Let me provide you with further information:

1) The  MFP M277dw printer (serial number: VNB8J6K8SB) was purchased in Austria secondhand, when the same model M277dw that I had purchased from HP in the USA broke down.

2) The printer purchased in Austria has always worked fine and has been updated with current firmware.  Firmware datecode: 20201119

3) When I ran out of toner in the Austrian printer last year I inserted the black, magenta, cyan, yellow original HP toners that I had purchased in the USA, and inserted them in the printer purchased in Austria and had no issues.  The toners worked perfectly well.

4) I have now run out of the black toner, and so I purchased a new official HP black 201X toner here in Austria and with this toner I am getting the error message "Incompatible Black Cartridge".  The HP box says "Intended for use ...in Europe, Middle East, and Africa only".  The serial number is 86559602901 and I have verified on the website that it is original

5) I have also purchased an extra original HP magenta cartridge here in Austria as a backup and when I tried to substitute it with the current USA-bought toner I got the same error message "Incompatible Magenta Cartridge".

This is all very confusing to me (why did the Austrian printer accept the toners bought in the USA but not the ones bought in Austria?).  But perhaps it will help you understand what is wrong with my printer and if indeed I need to do a regional set up or another kind of resolution.

I hope this helps to describe my issue so as to arrive at a solution.  Please let me know as soon as you can.  Many thanks.

Luigi

[Kumar0307]

@Luis69

This seems like a regionalization issue. For more info, refer to - Finding Ink Cartridges after Moving to Another Country/Region.

However, we do not have an option to perform a region reset on Laserjet printers. As the issue persists, please reach out to the HP Technical Support team in your region for further assistance/service options.

You may create a case on the website to obtain a case number if required. Kindly watch this video to know how.

Keep me posted for any other assistance.

[Luis69]

Dear Kumar,

I agree that it seems like a regionalization issue.  It seems though that you cannot help me reset the printer to a "European" region so that it will accept the European toners.  

Just please clarify one thing for me.  If I open a case as you have indicated, will someone else be able to reset the printer for me?  Or all is lost and I need to find ROW toners somewhere else?  Please let me know so that I can proceed and make a decision (buy 2 remaining toner cartridges hoping in an eventual regional reset, or trying to find a ROW black cartridge).  What would you do?  Thank you.

Bet wishes, Luigi

[Kumar0307]

@Luis69

To know if a reset can be performed on a Laserjet printer, you will have to contact phone support as mentioned. As per my knowledge, there is no way to perform a reset on Laserjet printers.

If you do not wish to contact the support team and if the printer is out of warranty, I suggest you upgrade the printer. You may visit Hp Store to check the available printers.

Keep me posted for any other assistance.

[Luis69]

Hi Kumar

It seems that since the Color Laserjet MFP M277dw is out of warranty it is impossible to get on the phone with anyone from HP Support.  You can't even establish a case number.  What a shame.  All I needed was a regional reset and it seems that the bureaucracy is making this impossible.  

You spend hours online trying to get support from the HP community and then the final answer is that you need to talk with someone at HP Support to solve the issue, but you find out that they don't want to talk to you.  What a waste of time. Certainly not a nice way to build customer loyalty.

Thanks anyways for your time, but if you can help get someone from HP to contact me I would be most grateful.

Kind regards,

Luigi

[Kumar0307]

@Luis69

I understand your concern. Let me escalate this issue to the concerned team.

Please look for a private message from me requesting additional information. Keep in mind not to publicly post personal information (serial numbers and case details).

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

Thank you for visiting the HP Support Community.

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

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

Have a great day!