I can't get the ink cartridge to work

[MrBss]

I have been trying to get printer ink for my printer, I'm supposed to have in cartridge 963 but after moving to the states from the UK I can only find cartridge 962. I went to staples and they told me I have to use cartridges 962 from now on and that I may need some sort of region change for my printer? Has anyone heard of this?

[MrBss]

So as a side note, I have called the customer support number and told them how I bought an HP printer in England then moved to the United States and it no longer can take the ink that I was told I need to use.

I ended up speaking to a call center in India where they said they needed my phone number and then told me they needed to take over control of my laptop in order to fix my printer ......... um, is this for real?!?  I was not comfortable turning over control of my laptop to a remote tech support in India to fix my region issue with my printer.

Can anyone tell me if this is standard operating procedure for HP????

[Rainbow23]

Hi @MrBss,

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.

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.