Office Jet pro 9020, HP does not manufacture 964 ink, 962 replacement does not work per instr.

[TySkelton]

Product: HP OfficeJet Pro 9020 All-in-One Printer

I purchased a HP office jet pro 9020 on Amazon a few months ago.  Printer worked great.   Then I found out 964 ink that came with it is no longer manufactured.   HP website instructions are to use 962 ink.   So I purchased from office depot and I get the incompatible ink error.  

The printer power on/off does not work.   Reset the printer does not work.  HP Smart still does not recognize 962 ink.  It still states 964 ink as only compatible.

I saw a youtube video telling me to enable bidirectional support, but that is greyed out.   signed on as admin and that did not help.  Maybe because I'm working remote.   the 9020 printer is in Mexico and I'm in the US today.

I love that printer.   This is not my fault.   But there is not a solution and I should get a refund.

I see reference to a regional reset, but the printer has always been in Mexico and it worked perfectly with the 964 ink.   I don't speak Spanish, so Mexican HP support will not work with me.  

If there is a 'secret driver software' for the HP office jet 9020 printer, I need this software that clearly accepts 962 ink and states it in the 'HP Smart' icon.

[TySkelton]

In addition, I can't print a test page.   My yellow and blue and deplete and the printer will not print.   When I put in all 962 ink, the incompatible ink error makes the printer non functional.

[TySkelton]

Finally, I was told that the ink cartridge was bad.   I went back to Office Depot and they won’t refund or replace the ink.  Furthermore, the chances that the ink is bad is remote or next to impossible due to high quality of HP products.   If the problem is the extension on the cartridge then I could understand that.   Office depot cartridges end in ‘A’.   The hp website show extensions as ‘AN’.   Does anyone know the difference.   Why won’t HP send me the AN to prove it is the cartridge?    I’ll eat the $150+. 

[Irfan_06]

Hi @TySkelton,

Welcome to the HP Support Community.

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

I see that there is an issue with the ink cartridges for your printer and may need replacement.

The support on the HP community is currently available within certain constraints. We are striving to enhance our assistance and broaden its scope. We appreciate your understanding and patience.

I've sent you a private message with the instructions. In order to access your private messages, Click the Private message icon on the upper right corner of your HP Community profile Next to your profile Name, you should see a little blue envelope, please click on it or simply click on this link

Take care and have a great day ahead!

Irwin6

HP Support