Photosmart 5520 thinks my brand new H-P cartridges are fake

[Rollie6205]

I recently "inherited" this printer. It worked fine until the black cartridge ran dry. Put in a brand new genuine H-P high-capacity replacement (purchased from Amazon). Now all I can get is "One or more cartridges appear to be missing or damaged."

Firmware is up-to-date. Trying to use with a Windows 10 system, but the same problem occurs under Windows 11.

Could I be running up against a regionalization issue? If so, how could I clear it?

[Kuroi_Kenshi]

Hi @Rollie6205,

Welcome to the HP Support Community! 

Thanks for reaching out about your query regarding printer cartridge!  

We're thrilled to have the opportunity to assist you and provide a solution.

Your HP Photosmart 5520 rejecting a genuine HP cartridge could be due to several reasons, including regionalization issues, cartridge authentication failures, or printer memory glitches. Try the following solutions:

Clean the Cartridge Contacts

Sometimes, dirty contacts can prevent the printer from recognizing the cartridge.

1. Turn off the printer and unplug it.
2. Remove the black ink cartridge and gently wipe the copper contacts on it with a lint-free cloth or a cotton swab dipped in isopropyl alcohol.
3. Do the same for the cartridge slot inside the printer.
4. Let everything dry completely, then reinstall the cartridge and power on the printer.

Reset the Printer

A simple reset may resolve memory-related issues.

1. Turn on the printer.
2. Unplug the power cable from the back while the printer is ON.
3. Wait 60 seconds, then plug the cable back in.
4. Turn the printer back on and check if the error is resolved.

Regionalization Issue – Check Cartridge Region

HP cartridges are region-locked, meaning a printer set up in one region may not accept cartridges from another.

How to Check & Fix:

Find your printer’s region

• Print a Self-Test Report:
  • Tap the “Setup” (wrench) icon on the printer’s display.
  • Go to Tools → Print Status Report.
  • Check for “Region” or “Supply region” in the printout.

[Kuroi_Kenshi]

Check your ink cartridge region

• The cartridge box should mention the region code (like Americas, Europe, Asia, etc.).
• If they don’t match, you’ll need to contact HP Support to reset your printer’s region.

💡 HP Support will ask for:

• A proof of purchase for the new ink cartridge.
• The Self-Test Report with the printer’s current region.

Disable HP Cartridge Protection (If Possible)

If your printer previously had HP Cartridge Protection enabled, it may prevent new cartridges from working.

Steps:

1. Open HP Smart or HP Printer Assistant on your PC.
2. Go to Printer Settings → Ink Cartridge Protection.
3. If enabled, turn it off and try again.

Try a Different Black Cartridge

If the issue persists:

• Try another genuine HP 564 black ink cartridge (non-XL version if possible).
• If a different cartridge works, the issue was likely a defective ink cartridge.

Let me know how it goes! 😊

I'm glad I could help! 😊 If this resolved your issue, please mark it as "Accepted Solution" and click "Yes" on "Was this reply helpful?"—your feedback not only keeps us going but also helps others find the solution faster! 👍✨

Take care and have an amazing day ahead! 🚀

Best regards,

[Rollie6205]

I have made very little progress. Most of the diagnostics are inaccessible because of the alleged error.

The labelling on the box does not seem to match your description. Here is what I see:

1) "For sale in US and Canada"

2) box stamped "Malaysia / SEP 2026 / 65020434"

On some hunt for web-based support, I got a screen which contained "Country/Region: Malaysia"

I cannot find any link to "Ink Cartridge Protection" under Pinter Settings

In general I am finding the relevant support files on the H-P web site way  behind the times. There are numerous attempts to load non-existent files; other steps demand that Internet Explorer be running.

[Rollie6205]

How can I run the The Self-Test Report when the printer won't print?

[Rollie6205]

How can I run the The Self-Test Report when the printer won't print?

[Sneha_01]

Hi @Rollie6205,

Thank you for your response.  May I know if you have checked the cartridge compatibility with the printer?

Here is the document for this issue that HP created. It is specific to your printer and specific to your issue. Please take some time and go through the document and let me know how it goes for you.

Here is the link - HP printer ink cartridge issues including 'Incompatible', 'Missing', 'Failure' and enrollment errors

I hope this helps.

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