Region change for printer

[Hawks_Eye]

Hi @fleitner 

Thank you for sharing the screenshots and details. Since the printer confirmed the region reset but the cartridges are still showing as incompatible, let’s go through a few checks to ensure the reset was fully applied and the cartridges are recognized correctly:

Power Cycle the Printer

• Turn the printer off and disconnect the power cord from the rear.
• Wait at least 60 seconds, then reconnect the cord and power the printer back on.
• This clears any residual memory that may prevent the new region settings from taking effect.

Reinstall the Cartridges

• Remove all cartridges from the printer.
• Inspect the contacts on both the cartridges and inside the carriage for any dust or residue.
• Reinsert the cartridges firmly, ensuring each clicks into place.

Check Cartridge Versions

• The printer requires all cartridges to be from the same regional version.
• Verify that all four cartridges are Brazilian versions (962XL/963 series). Mixing one different version will trigger the incompatibility message.

Update Printer Firmware

• On the printer’s control panel, navigate to Setup > Printer Maintenance > Update the Printer.
• Allow the printer to check for and install any available updates.
• A firmware update ensures the printer recognizes the latest cartridge IDs.

Run a Diagnostic

• From the printer’s menu, go to Setup > Printer Maintenance > Print Quality Report.
• If the cartridges are still flagged as incompatible, the report will confirm whether the reset was applied correctly or if the printer is still locked to the previous region.

If after these steps the cartridges continue to show as incompatible, it indicates the reset did not fully synchronize with the cartridge recognition system. In that case, repeating the reset process with a fresh code may be necessary before reinstalling the cartridges.

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Take care, and have an amazing day!

Regards, 

Hawks_Eye

[fleitner]

Hello @Hawks_Eye,

thank you for the detailed messages. I will respond to each of your sections:

Power Cycle the Printer: The printer was disconnected from power since last night, several hours

Reinstall the Cartridges: Done, no changes

Check Cartridge Versions: Here is some inconsistency between your message ("Brazilian versions (962XL/963 series") and my cartridges:

• German versions are 963/963XL (old cartridges)
• Brazilian versions are 964/964XL (new cartridges)
• The 962XL is neither of these regions.
• I have a full set of both 963 (old, accepted, but cannot print due to two empty cartridges) and 964 (new, incompatible, full cartridges purchased in HP Brazil store)

Update Printer Firmware: Message: "The most current updates have already been installed"

Run a Diagnostic: After selecting "Print a diagnostic page":

• 963 (German) cartridges installed: Cartridge depleted error for two cartridges
• 964 (Brazilian) cartridges installed: Incompatibility error

In case a new attempt with a fresh code is required, please indicate which cartridges should be installed when entering the code, new or old?

Best regards,

fleitner

[Hawks_Eye]

Thanks for replying @fleitner 

I appreciate all your efforts and patience.

Let us try the reset once more time, please insert the old region cartridges are share the screen shot in Private Message.

Thanks,

Hawks_Eye.

[fleitner]

Hello @Hawks_Eye,

thank you for the reply. I just sent the screenshot requested via Private Message.

Best regards,

fleitner

[Hawks_Eye]

Thanks for sharing the details.

Please follow the steps shared and let me know if it helps.

Regards,

Hawks_Eye

[fleitner]

Hello @Hawks_Eye,

Thank you for the codes. Unfortunately, it has the same result (see screenshots below).

The printer was connected via USB for the reset attempt. Is there anything else I can do, or is the (perfectly good) printer basically planned electronic junk now?

Best regards,

fleitner

[Hawks_Eye]

My apologies the issue persists.

Let's do a power reset on your printer by following the steps below.

Press the Power button to turn on the printer.

With the printer turned on, disconnect the power cord from the rear of the printer.

Unplug the power cord from the wall outlet.

Wait at least 15 seconds.

Plug the power cord back into the wall outlet.

Reconnect the power cord to the rear of the printer.

Note: Please connect the printer directly to a wall outlet.

If the printer does not turn on by itself, press the Power button to turn it on.

Let me know if this helps.

Thanks,

Hawks_Eye

[fleitner]

Hello @Hawks_Eye,

I just did this. It still does not accept the Brazilian cartridges, and trying to perform the reset again with the values of your previous message results in a "The printer has rejected the region reset request", I sent the screenshot via private message.

Best regards,

fleitner

[Hawks_Eye]

Thanks for replying.

Please check your private message for the next course of action.

Regards,

Hawks_Eye

[fleitner]

Hello Hawks_Eye,

thank you for the continuous attempts to solve my issue.

Please share this feedback 'up the food chain', it is explicitly not directed at you but at the 'powers that be'.

Unfortunately the region change did not work, which leaves me with a fully functional printer that cannot use locally available cartridges. In effect, I now have a big chunk of useless plastic full of electronics here.

From a customer perspective this effectively turns a working device into unusable hardware due to an artificial compatibility restriction. This is planned obsolescence in practice.

I sent the new cartridges back to HP for a refund as they are incompatible with the hardware, even though it is the same model and nowhere on the store page is mentioned that they are region locked.

I will purchase a new printer, and it will surely not be a HP one.
Once bitten, twice shy.