OfficeJet Pro 8720 does not accept 953XL cartridges

[digreig3]

I moved from Canada to Denmark last fall, bringing among other items, my OfficeJet Pro 8720 (Model M9L75A).

It is time to renew cartridges so I bought the ones HP Denmark told me to buy, the 953XL series.   On receiving them and opening the printer cover, I noted the sticker said the printer (as a North American one) uses 952XL cartridges.   

This is where the fear started.

Nevertheless I inserted the cyan and magenta cartridges, and closed the door.   The printer rapidly told me the new cartridges were not intended for use in this printer.   On clearing that error message, I got a series of popups saying 'incompatible cartridge'.

I googled for this error, and I see another user had the same issue, and HP was unable to fix it.   Given my printer is still on warranty, I expect HP to either explain how to use the 953XL cartridge in my M9L75A printer, or provide a workaround.

I have already followed the entire troubleshooting list for the 8720 to clear ink cartridge errors, including unplugging and replugging the printer while running.   They did not work.   Please do not waste time by linking me the 'please try these steps' page as in this thread: 

https://h30434.www3.hp.com/t5/Inkjet-Printing/953XL-cartridge-not-compatible-wwith-8720/m-p/6347386/...

I expect the issue is the Canadian printer is set to only take 952-series cartridges.  On trying to update the firmware, I received a message saying the printer was already up to date and it would not let me overwrite the firmware.

I am probably going to do a Factory Reset and try updating the firmware again.

This probably needs to be escalated to someone who can check if the M9L75A should use 953 ink cartridges or if it needed to be a specific EU model.

regards

"HP COMMUNITY TEAM NOTE"

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[sabretooth04 · Accepted solution]

HP Printers - Find and Install Cartridges after Moving to another Country.  The printer needs to be regionalized to the new country by contacting HP directly.

You will need new cartridges from the country you are in at the time you contact HP below.

http://support.hp.com/us-en/document/c02558798

Note: If the printer is out of warranty follow these steps to dispute the issues as the cartridges are in warranty.  You will then be provided with the contact details for this matter.

https://support.hp.com/us-en/document/c05084516

The following table displays ink cartridge information for HP OfficeJet Pro 8720, 8725, 8727, 8728, 8730, 8732M, 8740, and 8745 All-in-One printers.

Ink cartridge description	United States and Canada	Europe, Africa, CIS, and Middle East	Latin America	Asia Pacific and Japan
Black ink cartridge	HP 952 Black HP 952XL Black HP 956XL Black	HP 953 Black HP 953XL Black HP 957XL Black	HP 954 Black HP 954XL Black HP 958XL Black	HP 955 Black HP 955XL Black HP 959XL Black
Cyan ink cartridge	HP 952 Cyan HP 952XL Cyan	HP 953 Cyan HP 953XL Cyan	HP 954 Cyan HP 954XL Cyan	HP 955 Cyan HP 955XL Cyan
Magenta ink cartridge	HP 952 Magenta HP 952XL Magenta	HP 953 Magenta HP 953XL Magenta	HP 954 Magenta HP 954XL Magenta	HP 955 Magenta HP 955XL Magenta
Yellow ink cartridge	HP 952 Yellow HP 952XL Yellow	HP 953 Yellow HP 953XL Yellow	HP 954 Yellow HP 954XL Yellow	HP 955 Yellow HP 955XL Yellow