Officejet 7740 Does Not Accept HP 952 Cartridges in the US"

[latisha3]

Hi Bob! 

I have found your solutions very insightful. I am having an issue with my HP OfficeJet 7740. I have only lived in the USA and I purchased the printer from Walmart.com and it shipped from Tennessee. I was not aware that the ink 954 is ink from Latin America and that is what is required of my printer. I have tried ink 952, which is what HP states is compatible and I get the dreadful "ink not compatible with this printer." USA only sells 952 for my printer and I cannot find 954 anywhere. I have contacted customer support, numerous times, and they seem as stumped as I do. I asked about region reset, but since I've only used the device in the USA they don't seem to think that this could be the issue. I am under warranty and they have sent out more 952 ink because they think it may help. I am wondering if I just need a region reset code or something of that matter? 

[Bob_Headrick · Accepted solution]

Do you still have the original cartridges that you received with the printer?  It would be helpful if you could scan and post an image of one of the cartridges.  Were they setup cartridges?

How did you determine the printer accepts HP 954 cartridges? Please print a  Printer Status Report. In the section for Supported Cartridges what cartridges are listed?

If the supported cartridges are HP 954 then the printer was originally set up with HP 954 cartridges.  It is possible the printer was originally destined for South America, or there was a mistake made somewhere along the way.  In any case, if the printer really has become locked to the 954 region you will need a regionalization reset. 

When dealing with the agent I would suggest emphasizing you need a "Regionalization Reset".  Mention the printer is currently being used in the US and that it is locked to the 954 cartridges.  [The details of where it came from/how it got to the US are not important, just that it is locked to the 954 region and now needs to be reset for the US.]

You will need a complete set of HP 952 or 952XL cartridges after the reset is completed, you cannot mix 954 and 952 cartridges in the pritner.

You will need to Contact HP to request a "Regionalization Reset".  I have seen folks reporting good success contacting HP Suport on the HP Facebook page.  Send a private message and request a regionalization reset using the "Message Now" button in the upper right.

It would be best to try the above process.  If needed I can ask to have your case escalated in HP, this generally takes a few business days to work its way through the system.  If you want to ask for escalation please post a view of the original cartridge, it would help to explain things.

[latisha3]

Sorry it took so long to reply. Directly on printer it says 954, I’ll add a picture and the ink that came with it, is also 954. I talked to HP support for a good 2 hours and she did a region reset (even though she did say it was already set to USA). She did take over my computer remotely and out in a reset code. Nothing helped. I did have a full set of HP 952 ink from Walmart and the ink still wouldn’t work. I was told to wait until the ink from HP to come in and that it would work (also 952). So we shall see. I will update when I finally get the ink. 

[latisha3]

I forgot to add the picture  

[Bob_Headrick]

Interesting...  One thing to check would be the cartridges the printer thinks it accepts.  On the front panel look at the top of the screen, there should be an icon of four ink droplets.  Touch the ink droplets icon which will bring up a screen that shows the ink levels of each cartridge.  In the lower left of this screen will be an area for "More".  Press "More" and the printer will list the installed cartridges as well as the supported cartridges.  What cartridges are listed?

If the HP 952/952XL are listed as supported then examine the cartridges you purchased - are they genuine HP or third party?

Did the agent ask you to power the printer off and then back on after they applied the region reset?  If not I would suggest that you do that.

[latisha3]

Yes, we power cycled a few times. I got the ink in direct from HP and it will not accept it either. The first set of ink I bought was 952 from Walmart (genuine hp ink). I’ve tried everything. Even the customer support did a region reset and still nothing. Tried cleaning the cartridges and all and it will still only accept 954. 

[Bob_Headrick]

On the front panel look at the top of the screen, there should be an icon of four ink droplets.  Touch the ink droplets icon which will bring up a screen that shows the ink levels of each cartridge.  In the lower left of this screen will be an area for "More".  Press "More" and the printer will list the installed cartridges as well as the supported cartridges.  What cartridges are listed?

[latisha3]

 it’s stuck on this screen and won’t even let me push home, the back button, or the question mark 

[latisha3]

 I’ve checked through hp smart and this is what it shows as my supported cartridges. 954/954xl/958xl

[latisha3]

Thanks for you help! They tried again today and have decided to send me a replacement. That makes me super happy