Error "Do not use SETUP cartridges"

[jaredhmartin]

I purchased a brand new print head because my old print head was failing. After I installed the new print head, I installed my old cartridges into the new print head. However, I now realize that was a mistake. Now, when I put in the SETUP cartridges that came with the print head, I get the error "Do not use SETUP cartridges". I have tried all troubleshooting steps with no success. What can I do?

[VikramTheGreat]

Hi @jaredhmartin,

Welcome to the HP Support Community.
 

Thank you for posting your query. I will be glad to help you.

We understand how frustrating it is to install a brand-new printhead for the HP Officejet Pro 8620 e-All-in-One Printer, full of hope for restored printing, only to be stopped in your tracks by a cartridge error. We’re here to help guide you through your options.

1. Use Original Non-Setup Cartridges (If Still Recognized)

If the old cartridges were working before the printhead replacement and are still in good condition, try reinserting them carefully after a hard reset:

• Turn off the printer and unplug it for 60 seconds.
• Plug it back in and turn it on.
• Insert the original standard cartridges.

2. Do NOT Use Setup Cartridges Again

Once a printer has been through its initial setup, it won’t accept setup cartridges again. These are single-use and tied to printer initialization.

3. Printer and Printhead Must Match

If the new printhead was not manufactured or distributed through official HP channels, or if it’s not coded correctly for your model, the printer may block it. Double-check that the replacement printhead is genuine HP and for the HP 8620 series.

I hope this helps.

Take care and have a good day.

Please click “Accepted Solution” if you feel my post solved your issue, as it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

VikramTheGreat

HP Support

[jaredhmartin]

Thank you for your assistance in this. Unfortunately, this has not resolved the issue. There were not, or I missed the instructions to install the setup cartridges that came with the new printer head. I installed the old cartridges as they still had usable ink in them. Now the black cartridge is depleted so the printer will not accept that one and the setup one is still showing an error.

I am obviously frustrated as the carriages are costly and now useless. Is there another workaround or the possibility of a replacement?

[Kuroi_Kenshi]

Hi @jaredhmartin,

Thank you for the response.

Since @VikramTheGreat is not available at the moment, I'll be assisting you further.

Now that the printer rejected the setup cartridges, you must use standard cartridges.

For the HP OfficeJet Pro 8620, use:

HP 950/951 or HP 950XL/951XL ink cartridges

Buy genuine HP cartridges (not setup, not refurbished).

Replace any depleted cartridge (especially black, which is mandatory for startup).

Once all standard cartridges are inserted, the printer should allow you to print again.

I hope this helps.

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,

[jaredhmartin]

I understand that this is the case but it doesn’t resolve the issue that I have $150 worth of cartridges that I can’t use. This is a big expense that I’d like not to throw away. 

[Kuroi_Kenshi]

Hi @jaredhmartin,

Thank you for the response.

Thank you for your patience and for sharing your concerns. We completely understand how frustrating and disappointing this experience has been.

Unfortunately, once a printer has gone through its initial setup, setup cartridges cannot be reused, and we are unable to override or reset this restriction. Additionally, previously used or depleted cartridges that are rejected by the printer will remain unusable in this configuration.

We understand the financial impact, especially when it involves genuine HP ink. While we're unable to offer a direct replacement for the cartridges in this situation, you do have the option to return the unusable cartridges for recycling through the HP Planet Partners Program.

You can find more details and get a prepaid shipping label here:
HP Ink Cartridge Recycling – Planet Partners Program

We're sincerely sorry for the inconvenience caused. If you need help finding the correct standard cartridges or have any other questions, feel free to reach out anytime, we're here to help.

Best regards,

[jaredhmartin]

The advice I’ve received so far does nothing to address the fact that I now have roughly $150- worth of perfectly good HP cartridges that your printer will not accept. I understand that “setup” cartridges cannot be reused after the initial printhead installation, but I never received—or was explicitly instructed on—any warning that installing my still-full, previously purchased cartridges first would permanently void their use. As a result, I’m left with both a new printhead and ink cartridges that HP now says are worthless.

To be clear:

• I purchased a brand-new HP printhead specifically so I could resume printing.

• I installed my existing HP cartridges (which were not depleted) into the new printhead, never realizing this step would disable all cartridges—old and new—once I switched back to the setup cartridges.

• Now the printer rejects the setup cartridges outright, and it refuses to recognize my original cartridges even though they still contain ink and are fully genuine HP 950/951 series.

• In effect, I have a working printer with no usable ink—despite spending hundreds of dollars on both the printhead and the cartridges.

That is not acceptable. I value HP’s products and have consistently bought genuine HP ink, but the way this restriction is being enforced leaves me with a sunk cost and no practical workaround. Recycling the cartridges through Planet Partners does nothing to recover my losses.

What I am requesting is straightforward:

1. HP should provide replacement standard cartridges (HP 950/951 or HP 950XL/951XL) so that I can use my new printhead as intended. Or,

2. HP should offer a credit or reimbursement equal to the value of the cartridges that are now unusable.

I believe those are reasonable solutions given that I followed HP’s instructions for printhead installation and was never warned that re-inserting existing cartridges would permanently disable them. If nothing can be done, please provide written confirmation of that fact so I can decide whether to pursue a refund or share this experience in an online review.

I would prefer to work directly with HP to resolve this, but if I do not hear back within five business days with a concrete plan to replace or credit the unusable cartridges, I will assume HP is unwilling to make good on this situation. At that point, I will be forced to post a detailed review of my experience—including the financial impact and the lack of support—on multiple consumer feedback sites.

Thank you for your prompt attention to this matter. I look forward to your response and a timely resolution.

Sincerely,

Jared Martin

[Kuroi_Kenshi]

Hi @jaredhmartin,

We're here to help you tackle that malfunction! Don't worry, we've got your back! 

To get you the best assistance, we need to take this conversation to a private chat. We're inviting you to a private message to protect your privacy and ensure that any sensitive information remains confidential. 

To access your private message, just click the little blue envelope icon on the upper right corner of your HP Community profile, next to your profile name. Alternatively, you can click on this link. 

You can use this link as well: 

Private Messages - HP Support Community

We're looking forward to helping you resolve this issue! 

Stay tuned, and thanks for your patience! 

Best regards,

[jaredhmartin]