Hp950XL Z10 cartridge not recognized in HP8620

[Dbheeb]

I purchased a HP950XL Z10 ink cartridge from Staples and my HP8620 says it cannot recognize that cartridge. That cartridge is for the US/Canada. I'm in the U.S. and have been since I purchased the printer. I go online and put in my serial number and it shows my region as being the U.S. All drivers and firmware are up to date. I'm not sure what to do now and frustrated. 

[Jay_G24]

Hi @Dbheeb,

I'd like to help!

To assist better-

1. What is the exact error message you are receiving?
2. Could you check the old cartridges if they had  z20 marked on them?

Keep me posted. 

And, Welcome to 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

[Dbheeb]

 

The exact error message says, "The indicated cartridges are not intended for use in this printer"

The old cartridge does not have a Z10 listed on it. It says "CN045A" and the new cartridge says "CN045AN" printed on it.

 

[Dbheeb]

And the old cartridge did not have Z10 or Z20 printed on them.

[Jay_G24]

Try the steps in the document -Ink cartridge errors

Keep me posted!

[Dbheeb]

I have tried all those steps previously and still get the same message. I put the old cartridge in and it is recognized and says "low ink" and would work if it had ink in it. Then I put in the new cartridge and get those messages. I believe it thinks my printer isn't in the US/Canada region (Z10) even though it has always been in the U.S. I've heard of a "regionalization reset", which may fix this, but do not know how to get this done.

[Jay_G24]

The region reset will not resolve the issue, as the reset will only work if the cartridge is changed from z20 to z10 or when the printer is purchased in one country and used in another.

I believe it could be a printhead issue.

I’d recommend you contact HP Phone Support in your region regarding service options for your printer.

Follow the instructions below to reach them:

1) Click on this link - https://support.hp.com/us-en/contact-hp

2) Select your product type below.

3) Enter the serial of your device. 

4) Select the country from the drop-down. 

5) Select the chat or get phone number options based on your preferences. 

6)Fill the web-form and proceed further.

Hope this helps!

Keep me posted!

[Dbheeb]

Thanks. I'm already 4-5 hours and a trip back to the store in messing with this nonsense. Making a 20 second job of simply replacing a print cartridge into an afternoon or wasted time and charging someone a fee to fix their faults is HP's forte.

Thanks for trying.

[Jay_G24]

You're welcome.

Have a nice day!