HP Envy 5020 Incompatible Cartridges

[EVY5020]

I have moved from Hong Kong to UK In HKG my printer (Envy 5020) requires HP 65 cartridges. The compatible cartridges in UK should be type 304. However, my printer rejects these.

There is a page that mentions that a relocalization of the printer is possible by contacting HP. However, there are no ways of contacting HP except for an automated chat bot. How to relocalize my printer if HP cannot be reached?

Please help. Thanks!!

[A_Gayathri]

Hi @EVY5020,

Welcome to the HP Support Community

I understand you are facing an Instant Ink Cartridge issue with your HP Printer. Not to worry I will help you to get a resolution to resolve the issue.

To assist better:

• Was there any recent update on the printer prior to the issue?
• Is the blue light solid on the printer?

While you respond to that, Let's perform a power drain: 

• With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet.
• Remove the USB cable, if present.
• Wait for 2-3 minutes, press and hold the power button on your printer for about 30 seconds to remove any additional charge.
• Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord (This is important) and then plug back the power cord to the printer.
• Turn on the printer and wait till the warm-up period finishes and the printer is idle

Update the printer firmware 

• Click here to download and install the latest printer firmware from your product
• Click here to know different methods of updating the printer firmware.

If the issue persists, then please follow the steps mentioned in this document:  HP printer ink cartridge issues including 'Incompatible', 'Missing', 'Failure' and enrollment error...

Hope this helps! Keep me posted.  

Please click “Accepted 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!

[EVY5020]

Thank you for your reply but after following all above steps my printer still show "Incompatible - The indicated cartridges are not intended for in this printer.

The seller who I bought the cartridge from told me that - Based on your statement that your old HP 65 ink functions properly while the HP 304 does not, it is likely that the issue comes from your printer settings.

You need to change the region settings, Unfortunately, your printer settings can't be changed manually, and you will have to contact HP Support and ask for help in resetting the regionalisation of your printer.

North America and Asia Pacific settings (excluding India, China, and Indonesia) need HP 65 ink cartridges. Western Europe settings need HP 304 Ink cartridges.  Once you change your region settings the ink cartridge should work fine with your printer.
 
Please contact the HP Support team for assistance in resolving this issue. They possess extensive expertise and will be more than happy to assist you in adjusting the settings for the cartridge to function correctly. They will give you three entry codes that need to be inputted into your printer, and only they can provide these codes for you. No warranty is required. 

Can you please help? Thanks.

[A_Gayathri]

@EVY5020,

Thank you for your response, I really appreciate your efforts. As the issue still persists, I'm sending out a private message to assist you with the next course of action. 

Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link.

Hope this helps! Keep me posted for further assistance.

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!