Region issue and compatibility

[sgj28]

I work in Europe but my printer is from US and my employer is from US. I am getting compatibility issues with new cartridges I purchased. I received ink from US that is supposed to be compatible (962 colors+962XL black). I updated region to US in the settings, but am still getting compatibility issues. When I removed the black cartridge, as the compatibility list does not say that 962XL is compatible with this printer, the error message changed to that one or more cartridge is missing or damaged. I don't know if the others are still considered incompatible- if the "incompatibility" issue was for all of them, or just 962XL.

1. Is the issue that the 962XL is not compatible with the printer in US region? If so, why is it sold in multi-pack with the others listed as compatible with this printer?

2. If this is not the issue and changing the region isn't a workaround, and I need to update the location back to Europe, are XL size cartridges compatible with this printer? I cannot find anything else available in my market, and I am not interested in continuing to buy cartridges hoping they will work and then not being able to return them. 

[zoey7886]

@sgj28, Welcome to HP Support Community!  

  

We need to perform a regional reset on the printer to resolve this issue.  

  

The reset instructions are specific for your printer and performing those steps on a different printer may brick the device.  

I've sent you a private message with reset instructions, follow the reset instruction to perform a full reset and re-initialize the printer.  

  

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 or simply click on this link.  

  

Keep me posted.  

  

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