Incompatible Cartridge Alert

[JeffGuinn]

I replaced an ink cartridge with an HP cartridge, and keep getting an "indicated cartridge is not intended for use in this printer".

I have re-installed the previous cartridge, waited 10 minutes, and then put in the new cartridge.

I did the same thing again, this time turning off the printer, and unplugging it for 10 minutes.

And I checked HP Cartridge Protection is set to off.

[JeffGuinn]

I bought a new HP cartridge.

Which is an expensive way to get the same error message.

Why is your customer support contact page down?  

[Echo_Lake]

@JeffGuinn

Thank you for posting on HP Support Community.

Don't worry as I'll be glad to help,

I understand you are getting this error on the printer screen. I appreciate your efforts in trying to resolve this issue by performing the necessary troubleshooting steps. 

• Make sure the ink cartridges are properly inserted in the printer, you may refer to - Replace HP inkjet printer cartridges
• Use HP ink cartridges.

Kindly perform the steps mentioned in this document - Ink cartridge error

• If the error persists even after replacing the ink cartridge, please reach out to the HP Technical Support team in your region regarding the replacement 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.

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution. Click on the YES button to reply that the response was helpful and/or to say “Thank You”.
 

Have a great day!

[JeffGuinn]

Hi, Echo Lake.

Thanks for your detailed reply; I have performed all those steps, to no avail.

The problem is that HP has, for reasons completely unexplained, regionalized its printers.  I bought the OfficeJet Pro 8725 (The US version is an 8720) while I was living in Germany.  I moved back to the States two years ago, and immediately found the printer wouldn't work at all.

Because the print head was Europe/Mid-East/Africa.

So I had to buy, from HP, so no chance of fakes, a new print head ($90) *and* a new set of printer cartridges for a total of over $230.  

As I don't do a lot of printing, I didn't have to replace a cartridge until this week.  Only to find, after talking to tech support a couple days ago, that 952 cartridges aren't compatible.  I need a 953, instead.  

953 cartridges aren't available in the US.

In other words, HP has bricked my printer, and charged me no small amount of money in the process.

While I'm at it, why doesn't turning Cartridge Protection off allow me to use HP 952 cartridges?

[Echo_Lake]

@JeffGuinn

Thank you for posting back. 

I want to thank you for taking the time to speak to us today 

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, 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.

[JeffGuinn]

I am still waiting to hear anything.

[Bob_Headrick · Accepted solution]

You will need to Contact HP to request a "Regionalization Reset". There should not be any charge for this, it is covered as part of the cartridge warranty. You will need to have access to your computer and printer while on the line with HP. You will also need to have a set of HP 952 cartridges for the new region, once the reset is complete cartridges from the original region cartridges (953)  will no longer work.  HP's web page on the subject is here.

[JeffGuinn]

Thank you, Bob — that's exactly what was needed.

Which only leaves this question:  why the heck does HP feel the need to regionalize printers?

[Bob_Headrick]

@JeffGuinn - I am glad your issue was resolved with a regionalization reset. 

I cannot speculate on HP's motivations with regards to regionalization.   I retired from HP years before the Officejet Pro 8725 was developed.  

I can comment on the question you asked previously that I missed before:

"While I'm at it, why doesn't turning Cartridge Protection off allow me to use HP 952 cartridges?" 

Cartridge Protection is an entirely different thing than regionalization.  Cartridge protection allows a printer to mark a cartridge as "protected" so it cannot be used in a different printer.  The printer will always check the cartridge protection of a newly inserted cartridge and will not allow printing with a cartridge that has been protected in a different set of printers.  Once a cartridge has been marked as protected it cannot be unlocked.  Changing the cartridge protection to "off" in a printer only affects whether newly inserted cartridges are marked as protected.  It will not disable the checks for previously protected cartridges.

I can imagine this would be of most use to businesses, who might want to "protect" cartridges from being swapped for empty ink cartridges by shady folks with access to the printer.

[JeffGuinn]

Hi, Bob:

Once again, you have been extremely helpful.  Twice in one thread is a heck of a score.

All the best,

Jeff