Region reset was applied in the last FirmWare Up Date. An Cartridge problem.

[BethoCRI]

I purchased my printer in the CRI in 2017, always been working in the Central American region, Guatemala, Nicaragua, El Salvador, Honduras, and Panama.  Seems like a region reset was applied in the last FirmWare Up Date. I bought a new cartridge last week (24 June 24) and can´t use the print cartridges I purchased. Can you please email me the regionalization reset instructions?  Thanks!  I´m aware of any further information about this topic, for me is critical to get the printer ready to work again.

[Irfan_06]

Hi @BethoCRI,

Welcome to the HP Support Community.

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

I see that you are looking for help with a regional reset on your Printer.

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

Which country did you move from and to?

Do you have the ink cartridges for both regions?

Do you have a printer USB cable or is it connected wirelessly?

Do you have the printer full feature software or the HP smart app and drivers installed on your PC?

If you meet the above conditions then let me know the following details:

1) The operating system of your PC, is it Windows or Mac?

2) Confirm the printer model.

Note: Do not share any of your personal information such as serial, phone number, email ID, etc.

Take care and have a great day ahead!

Irwin6

HP Support

[BethoCRI]

Hi! @IrwIn6

Here below are my comments and answers.

Which country did you move from and to? R/No move at all, I'm in Costa Rica, I brought this Printer to the HP Store (Multiplaza Escazu Mall)

Do you have the ink cartridges for both regions? R/ Yes, I have the old ones and the new ones, the new ones have a legend on it that says "Only For Latin America Region, the old ones do not have this sticker. I recognize this based on the end of the product code on the news having the letters "LA", and the old ones having the letter "A".

Do you have a printer USB cable or is it connected wirelessly? i usually work Wireless, the printer is usually connected to our WiFi network.

Do you have the printer full feature software or the HP smart app and drivers installed on your PC? Yes, is one of the action items I did it in the troubleshooting looking to fix the unit.

If you meet the above conditions then let me know the following details:

1) The operating system of your PC, is it Windows or Mac? Is Windows, actually W11 PRO, but my kids use MAC, SOMONA.

2) Confirm the printer model. HP OfficeJet PRO 8610

[Irfan_06]

Hi @BethoCRI,

If the printer was not moved to a new location, then there is no need to perform a regional rest.

To understand the issue and help you, please share the details listed below:

- Exact model number/product number(SKU number) of your HP Product (Click herefor information on how to find the model number/product number).

- May I know which application you are using to print?

- When was the last time your printer was working fine?

- Were there any changes made to your printer recently?

- May I know which devices are you using to print eg: Windows PC, Mac, or Smartphone (Android or iPhone)?

Note: Do not share any of your personal information such as serial, phone number, email ID, etc.

Take care and have a great day ahead!

Irwin6

HP Support

[BethoCRI]

OK.

Lets follow your instructions.

Here the detailed response of all your questions and request.

1. Exact model number/product number(SKU number) of your HP Product (Click here for information on how to find the model number/product number). The printer is an HP Officejet PRO 8610, Producto Number A7F64A, 

2. May I know which application you are using to print? Yes! HP Smart and I also used it for the scan. Sometimes I print directly from the Office 365 APPs.

- When was the last time your printer was working fine? Before buy the new cartridges, and by the way, if I relocate the empty cartridge, the printer works properly. That was 3 weeks ago.

- Were there any changes made to your printer recently? And Up Date, that's the only change I made.

- May I know which devices are you using to print eg: Windows PC, Mac, or Smartphone (Android or iPhone)? All of them, Mac Power Book - Sonoma, LapTop W11, iPhones, most of them loaded with iOS at least 17

[Irfan_06]

Hi @BethoCRI,

Please follow the steps below to troubleshoot the issue.

A) Perform a power drain.

1) Take out the cartridges

2) Unplug the power cord from the printer & wall.

3) Press and hold the power button down for 15 seconds and release the power button, wait for about 30 seconds.

4) Plug the power cord back into the printer and wall, ensure the printer is plugged into the wall & not into a surge protector.

5) Insert the cartridges back into the printer.

Remove the cartridges > Unplug the power cord > Wait for 30 seconds > Plug the power cord back in > Insert the cartridges

B) Kindly refer to the steps on this link to update the printer firmware and let me know if that resolves the issue.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

I hope this helps.

Take care and have a good day

Irwin6

HP Support

[BethoCRI]

Hi!

I did it, but the problem remains the same.

I ran the full procedure 3 times.

I need you to analyze the next information.

1. The old cartridges, the ones I always used have the next label on them; 950XL CN045A, and 951XL CN047A

2. The new cartridges, have the next label printed on a side, 951XL CN047AL, and 951 CN047AL

I think this is the problem, actually, in the country, all the HP stores only sold those new cartridges with the label ending with the letters "AL", which means Latin America and is related to the region.

Please check it our this info and give your thoughts and the next steps in this troubleshooting.

Gracias.