Printer Region Reset

[LiangZ]

Hi there, 

I have a HP OfficeJet Pro 9010e All-in-One Printer bought in Hong Kong. I have moved to the United States and I recently ran out of ink. Tried to purchase compatible cartridges from HP, but found out that I need to reset the printer's region first. 

Can you please guide me through the necessary steps? I have looked at how to do that online and so far have not found a workable solution. Many thanks!

Liang Z.

[VikramTheGreat]

Hi @LiangZ,

Welcome to the HP Support Community.
 

Thank you for reaching out. I'd be glad to help you with your HP OfficeJet Pro 9010e.
 

Since you've moved from Hong Kong to the United States, your printer will need to have its regional settings reset before it can recognize and use the HP ink cartridges sold in the United States. This is a supported process, and we'll be happy to assist you through it.
 

To proceed with the regional reset, could you please provide the following information:

• Do you still have the ink cartridges from both regions (the original Hong Kong cartridges and the new U.S. cartridges)?
• Do you have a USB cable available to connect the printer directly to your computer?
• You mentioned you're using macOS 12 Monterey. Could you please confirm whether you're using a Mac for the regional reset?
• Do you have the HP full-featured printer software and drivers installed on your Mac?

Once we have this information, we can guide you through the next steps to update the printer's regional settings so it can recognize the HP ink cartridges available in the United States.
 

We look forward to your reply and will be happy to assist further.
 

Take care and have a great day!

[LiangZ]

Hi Vikram,

Thanks so much for your prompt response. Please see below:

• Do you still have the ink cartridges from both regions (the original Hong Kong cartridges and the new U.S. cartridges)?
  • Yes I have cartridges from HK (965 XL), which are already empty, and new cartridges that I bought in the U.S. (962 XL).
• Do you have a USB cable available to connect the printer directly to your computer?
  • Yes.
• You mentioned you're using macOS 12 Monterey. Could you please confirm whether you're using a Mac for the regional reset?
  • Yes, I am using a Mac.
• Do you have the HP full-featured printer software and drivers installed on your Mac?
  • Yes I have the HP APP installed on my Mac, through which I can access the 9010e printer. Please see screen shot below. 

Looking forward to your guidance resolving this issue!

Liang Z.

[VikramTheGreat]

Hi @LiangZ,

Thank you for providing all the requested information. We really appreciate the detailed update.
 

Based on what you've shared, I can confirm that you have everything needed except for one requirement. Unfortunately, the printer's regional reset cannot be performed using a Mac. The regionalization utility required for this process is only supported on a Windows PC.
 

If possible, could you arrange temporary access to a Windows computer? Since you already have:

• The original Hong Kong (965 XL) cartridges, even though they are empty
• The new U.S. (962 XL) cartridges
• A USB cable
• The printer is connected and accessible

...a Windows PC is the remaining requirement, so we can proceed with the regional reset.
 

Once you have access to a Windows PC, let us know, and we'll guide you through the next steps to complete the regional reset and enable your printer to use the U.S. 962 XL cartridges.
 

We look forward to your update and will be happy to help you get this resolved. Take care and have a great day!

[LiangZ]

Hi Vikram,

Thanks for your reply. I will have to look for a temporary PC to do this. However, the problem is that I might only be able to access it for a few hours (at my friend's house, for example), do you mind sharing with me what exactly I need to do when I have the PC? This way I can make sure I am able to reset the printer's region in one go.

Thank you,

Liang Z

[VikramTheGreat]

Hi @LiangZ,

Thank you for your reply. That sounds like a good plan, and we can certainly try to complete the process while you have access to the Windows PC so everything can be done in one go.
 

Once you have access to the Windows computer, please follow the steps below exactly:

1. Launch the printer software from the desktop icon. Or, from the Start menu, click Start > All Programs > HP > [Product Name] > [Product Name].
2. Double-click the Estimated Ink Levels icon in the printer software. The Estimated Ink Levels window will open.
3. Press and hold the CTRL and SHIFT keys, then right-click anywhere in the Estimated Ink Levels window, except on a button. This should open the Set New Region window.
4. If the Set New Region window does not appear, try right-clicking in different blank areas to the left and right of the Estimated Ink Levels window while continuing to hold CTRL and SHIFT.
5. Take a screenshot of the Set New Region window and send it to us in a private message.

Once we receive the screenshot, we'll use the information displayed to generate the region reset code for your printer. After you enter the code on the Windows PC and the printer completes the region reset successfully, you can go back to using the printer with your Mac as normal.
 

We'll be here to help you through the remaining steps once you have the screenshot.