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‎02-06-2026 05:54 PM - edited ‎02-07-2026 03:40 PM

HP Recommended
Product: HP OfficeJet Pro 9010 All-in-One Printer

I recently moved from Germany to Brazil. As the ink run out, I purchased a full set of Brazilian ink cartridges (HP 964).

In the HP Smart app, I changed the region to Brazil. 

 

I purchased the cartridges directly from the HP Brazil webstore and assumed it will work once I set the printer region to Brazil in HP Smart. However, the printer now shows Brazil as region and HP 964 cartridges installed, but still states that only the HP 963 are supported.

 

See attached screenshots that show Brazil as region set and only EU cartridges as supported.

 

Please advise on how to fix this issue. 

I still have a full set of HP 963 cartridges (some empty) as well as the new set of HP 964 ones. If required, I have a printer USB cable.

 

fleitner_0-1770425311980.png

fleitner_1-1770425333147.png

 

 

19 REPLIES 19

‎02-11-2026 10:47 AM - edited ‎02-11-2026 02:28 PM

HP Recommended

Anyone from HP? 

@Garp_senchau

@Hawks_Eye

@Kuroi_Kenshi

@VikramTheGreat

 

Was this reply helpful? Yes No

‎02-12-2026 06:46 AM

HP Recommended

Hi @fleitner 

 

 Welcome to the HP Support Community! We're here to help you get back up and running.

 

If the printer will be used in a different region from where it was originally bought and used, we need to perform some changes called a regional reset for your printer; only after that will you be able to use the printer with the current region's ink cartridges.

 

I will be glad to assist you with the regional reset on your printer. 

 

In order for me to perform the reset, I need few details which cannot  be shared in public.

 

I'm sending you a private message to guide you on the next steps.

 

To access it, click the private message icon in the upper-right corner of your HP Support Community profile, next to your name.

 

If this resolves your issue, kindly mark this post as "Accepted Solution" and click "Yes" if it was helpful.

 

Take care and have a great day!

 

Regards,

Hawks_Eye

I'm an HP Employee.


If this reply helped resolve your issue, please select the Accept as Solution as it helps others in the community quickly find the answer they’re looking for.


And if you found this reply helpful, clicking Yes below is a great way to let us know we’re providing the support you need, as it encourages us to keep improving and sharing helpful guidance.

1 person found this reply helpful
Was this reply helpful? Yes No

‎02-12-2026 04:08 PM

HP Recommended

Hello @Hawk_Eye,

thank you for the reply. I just responded to your private message.


Best regards,

fleitner

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‎02-15-2026 05:34 AM

HP Recommended

Thanks for replying @fleitner 

 

I appreciate your time and patience.

 

Please check the private message for further assistance.

 

Regards,

Hawks_Eye

I'm an HP Employee.


If this reply helped resolve your issue, please select the Accept as Solution as it helps others in the community quickly find the answer they’re looking for.


And if you found this reply helpful, clicking Yes below is a great way to let us know we’re providing the support you need, as it encourages us to keep improving and sharing helpful guidance.

Was this reply helpful? Yes No

‎02-16-2026 05:28 PM

HP Recommended

Hello Hawks_Eye,

thank you for the message. I was unable to follow the steps you provided, and replied to your private message with screenshots of the steps until it failed.

 

Best regards,

fleitner

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‎02-18-2026 02:57 PM

HP Recommended

Hello @Hawks_Eye,
Any news regarding the private message I sent you  with the details?

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‎02-19-2026 02:45 AM

HP Recommended

Hello @fleitner 

 

Thanks for all your efforts and patience.

 

I have sent an alternative steps to get the reset values.

 

Please check and get back to me on private message.

 

Regards,

Hawks_Eye

I'm an HP Employee.


If this reply helped resolve your issue, please select the Accept as Solution as it helps others in the community quickly find the answer they’re looking for.


And if you found this reply helpful, clicking Yes below is a great way to let us know we’re providing the support you need, as it encourages us to keep improving and sharing helpful guidance.

Was this reply helpful? Yes No

‎02-19-2026 07:05 PM

HP Recommended

Hello @Hawks_Eye,

thank you for the message. I sent you the requested values via private message.

Best regards,

fleitner

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‎02-22-2026 06:37 PM - edited ‎02-22-2026 06:39 PM

HP Recommended

Hello @Hawks_Eye,

Thank you for your message. The printer confirmed a "Region successfully reset" message, however the new cartridges are still considered incompatible.
I sent you the detailed screenshots via private message.

 

Best regards,

fleitner

Was this reply helpful? Yes No
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