• ×
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
  • ×
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
Guidelines
Here is the solution for the error: "Encryption Credentials have expired" when attempting to print or scan from Mac OS or iOS devices: Click here to view the troubleshooting steps!
Check some of the most frequent questions about Instant Ink: HP INSTANT INK, HP+ PLANS: INK AND TONER.


Check out our WINDOWS 11 Support Center info about: OPTIMIZATION, KNOWN ISSUES, FAQs AND MORE.
Locked

‎01-10-2020 01:02 AM - edited ‎01-12-2020 11:10 PM

HP Recommended
Product: OfficeJet 8620
Operating System: Microsoft Windows 10 (64-bit)

Hey there,

 

The device doesn't recognize cartridges anymore, tested several, even with FW downgrade. 

halp 😞

7 REPLIES 7

‎01-10-2020 02:11 AM

HP Recommended

Hi,

Please open HP Smart from your computer and select your printer by clicking the plus sign if not yet listed.

Double-click the top printer icon and then click on Supplies Status.

 

Can you see Z20 listed under Supported, or may you see any other value there?

hs.JPG



Click the Yes button to reply that the response was helpful or to say thanks.
If my post resolve your problem please mark it as an Accepted Solution 🙂
Was this reply helpful? Yes No

‎01-10-2020 04:18 AM - edited ‎01-10-2020 12:49 PM

HP Recommended

Hey,

thanks for your reply - Nope, only Z40 and 950/951xl listed.

Was this reply helpful? Yes No

‎01-10-2020 10:57 AM

HP Recommended

And what is listed on the top Installed section? Z40 too or maybe Z20?

 

That means your printer is set to Asia Pacific and Japan, probably got the printer locked due to installing cartridges intended for another region in the past.

 

Shlomi



Click the Yes button to reply that the response was helpful or to say thanks.
If my post resolve your problem please mark it as an Accepted Solution 🙂
Was this reply helpful? Yes No

‎01-10-2020 11:44 AM - edited ‎01-12-2020 12:21 PM

HP Recommended

Installed are 950/951xl only

Was this reply helpful? Yes No

‎01-12-2020 04:26 AM - edited ‎01-13-2020 02:53 AM

HP Recommended

2020-01-12 12_25_14-HP Smart.png
 is there a solution?

Was this reply helpful? Yes No

‎01-12-2020 11:03 PM - edited ‎01-12-2020 11:07 PM

HP Recommended

So.. the device is junk now? 
Can't seem to find any fix.

Was this reply helpful? Yes No

‎01-14-2020 01:20 AM

HP Recommended

thanks for the insights.

I need to state that the Support on the phone is a Mess. "there is no regionalisation issue, but you should buy more/new ink". 

Last thing i've tried was a "semi-full reset", then of course i needed new setup cartridges. So, yea, i guess i put it on ebay for 1$ like everyone else.

Was this reply helpful? Yes No
Warning
Be alert for scammers posting fake support phone numbers and/or email addresses on the community.
If you think you have received a fake HP Support message, please report it to us by clicking on "Flag Post".
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation.
Didn't find what you were looking for? Ask the community
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.