HP Envy 5020 printer: cartridge 304 'not compatible'

[davyjam]

Hello

I have purchased HP 304 black and tri-colour cartridges for my HP Envy 5020, as the HP 65 cartridges are no longer available.

However when I insert the cartridges into the printer I'm getting the following error.

"Incompatible : The indicated cartridges are not intended for use in this printer"

Product Name	HP ENVY 5000 All-in-One Printer series
Product Number	Z4A69A
Product Serial Number	[Personal Information Removed]
Service ID	29006
Firmware Version	VERBASPP1N003.2237A.00

I've looked online and the 304 are the only compatible cartridges available for the Envy 5020, how do I get them to work?

Thanks

[davyjam]

Some more information, I recently relocated from Singapore to the UK so I'm wondering if it's a region issue (as the printer was purchased in Singapore in 2019, and I purchased the new cartridges in the UK last week). I have tried changing the region to UK in the printer settings but this had no effect. Does the printer need to be reset to accept the UK cartridges?

[Treeko]

Hi @davyjam 

Welcome to the HP Support Community. 

Thank you for posting your query. I will be glad to help you.

I understand you have moved and the printer is not accepting the new region cartridges.

We need to perform a regional reset on the printer to resolve this issue. 

The reset instructions are specific for your printer and performing those steps on a different printer may brick the device. 

I have 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 Support Community profile, next to your profile Name or simply click on this link.

Take care and have a good day.

Treeko
HP Support