Incompatible ink cartridge error code

[Buttazyo1]

I have a HP Officejet Pro that was purchased in the states. I got an "Incompatible ink  cartridges" error when I replaced my cartridges. 

Previous ink cartridge labels were 950XL/951XL z20.

New ink cartridge are 950XL/951XL z10.

I called HP customer service and they said since my printer is no longer under warranty I just have to buy a new printer. Hard to do when there is nothing wrong with my printer. After looking online, I keep reading about a  regionalization code update. Where can I find it? I called HP customer service and they don't have a clue what that it. I need help 😞

[Bob_Headrick]

HP introduced regionalized cartridges (Z10, Z20, Z30 and Z40) for the previously universal 950/951 cartridges in about January 2017.  The printer will "lock" itself to the first Zxx cartridge installed in the printer.  If you are in the US/Canada you will need Z10 cartridges, but the printer has been locked to another region by accident.  In that case you will need to have HP perform a "Regionalization Reset".  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 need to have the full featured driver installed to generate the codes needed to reset the region.  You will also need to have a complete set of Z10 cartridges, once the reset is complete Z20 cartridges will no longer work.  HP's web page on the subject is here.

The regionalization reset is covered by cartridge warranty, see the document here for information.   I have also seen folks having good success posting to the HP Support Facebook page here.  When you contact HP indicate your printer is regionalized for Z20 and you are now in the US and need the region changed to Z10.

Please post back here with your results, especially if you require more assistance in getting the regionalization reset done.

[Buttazyo1]

I contacted HP support via phone. They told me that they could not do a regional reset and that I should contact UK HP customer service for a reset. Back to square 1.

[Betty0610]

@Buttazyo1

Welcome to the HP Support Community.

Yes, we'll have to do a region reset.

To do a printer region reset you need to meet the following conditions:

1. The printer should be connected using a printer USB cable to the computer.

2. You need to have the printer full feature software installed on your computer. 

3. You need to have all the cartridges either from the region from where the printer was purchased originally or the new region to which you want to reset it to.

Please do let us know.

If the information I've provided was helpful, give us some reinforcement by clicking the "Accept as solution" button, that'll help us and others see that we've got the answers!

Thanks!

Have a great day!

[Buttazyo1]

Thanks for the reply. But who can I call to facilitate? 

[Bob_Headrick]

Please confirm to @Betty0610 that you meet the requirements presented above.  She will then be able to send you information on how to use the driver to generate codes that will be needed to allow the regionalization reset.  This can all be done in the forum here and by private messaging.

[Buttazyo1]

Ma'am, I've meet all of the requirements necessary for a possible reset.

[Betty0610]

Great 🙂

1. Launch the printer software from the desktop icon or, from the Start menu, click Start, All Programs, HP, the Product Name, and then the Product Name again.

2. Double-click the Estimated Ink Levels icon in the printer software. The Estimated Ink Levels window opens.

3. Press and hold the CTRL and SHIFT keys, and then right-click anywhere in the Estimated Ink Levels window, except for a button. The Set New Region window opens.

4. If the Set New Region window fails to open, right-click to the right and left of the Estimated Ink Levels window.

Use the "Copy to Clipboard" feature to paste the values here or take a screenshot of the screen and send it to me in private.

If the information I've provided was helpful, give us some reinforcement by clicking the "Accept as solution" on my public post, that'll help us and others see that we've got the answers!

Thanks!

Have a great day

[Buttazyo1]

The reset window did not pop up. I'm sending you a private message now.  Thanks

[Betty0610]

For HP Smart App, use this:

1.) Connect the printer via USB:

2.) Launch HP Smart and click the product ink levels to open the Supported Cartridges window.

3.) Clicking ink levels in HP Smart

Hold down the CTRL and SHIFT keys and then right-click on the empty area to the right of the ink levels.

4.) Clicking to the right of the ink levels

The Set New Regions window opens.

Use the "Copy to Clipboard" feature to paste the values here or take a screenshot of the screen and send it to me in private.

If the information I've provided was helpful, give us some reinforcement by clicking the "Accept as solution" on my public post, that'll help us and others see that we've got the answers!

Thanks!

Have a great day