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‎12-12-2017 12:20 PM

HP Recommended
Product: HP OfficeJet Pro 8610

I replaced the black in cartridge in my HP OfficeJet Pro 8610 as follows:
Old cartridge:    HP 950XL (CN045AE)
New cartridge:  HP 950XL (CN045AN)

 

This is the message I got:

     Incompatible Ink Cartridge
     The indicated cartridges are not intended for use in this printer

 

I read on this forum that I needed to update the firmware on the printer. When I went through the menu on the printer it said "The printer has the most current updates installed." Also, Auto Update is turned On. When I tried updating it by downloading the update to my laptop it also said it was “Up-to-date”.

 

This is all I know to try. How do I fix this?

5 people had the same question
1 ACCEPTED SOLUTION

Accepted Solutions

‎12-12-2017 01:36 PM - edited ‎06-25-2018 10:01 PM

HP Recommended

What country are you in?  HP has introduced a regionalization scheme for the 950/951 cartridges, adding the -Zxx designation to the label.  Your previous cartridge was probably a -Z20 cartridge, intended for Europe, while the replacement is likely a -Z10 for use in the US/Canada.

 

The printer will "lock" itself to the first -Zxx cartridge used in the printer, after that it will only accept this region (or the previous unregionalized cartridges).  If you are in the US or Canada you will need to Contact HP to request a "Regionalization Reset". There should not be any charge for this, it is covered as part of the cartridge warranty. You will need to have access to your computer and printer while on the line with HP. You will also need to have a set of cartridges for the new region, once the reset is complete cartridges from the original region will no longer work.  HP's web page on the subject is here.

 

 

On the front panel of the printer go to the home screen and press the ink droplet icon at the top of the screen.  Next touch the black rectangle.  At this point a new window will open that says "installed cartridge" and "Supported cartridge".  What are the cartridge numbers listed?

 

If you are in the US/Canada you will need Z10 cartridges, but the printer may have been locked to another region by accident.  In that case you will need to have HP perform a "Regionalization Reset".  You will need to Contact HP to request a "Regionalization Reset". There should not be any charge for this, it is covered as part of the cartridge warranty. You will need to have access to your computer and printer while on the line with HP. You will also need to have a set of cartridges for the new region, once the reset is complete cartridges from the original region will no longer work.  HP's web page on the subject is here.

 

The regionalization reset is covered by cartridge warranty, see the document here for information. To get warranty coverage you will need to go to the Contact HP page, then enter the information for your printer.  At this point it will likely say "Manufacturer's warranty has expired"  To the right of this it will say "See details".  Click the "See details" link, which will open another page with more details.  Near the bottom of the text will be a paragraph that says : 

 

HP has checked your product information, including the product and serial numbers, to determine your warranty results.

 

The legal warranty expiration date is based on the date of purchase, as indicated on your receipt. If you feel these results are incorrect, you may submit a dispute for review. Dispute this >

 

Click on the "Dispute this" link which will ask for some additional contact information.  Fill out the contact information, then in the bottom section select:

 

Dispute reason  


  Issue with my Accessories, Supplies and/or Software.

In the comment section indicate that you need a regionalization reset and the cartridges are in warranty.

 

 

 

 

 

 

 


Bob Headrick,  HP Expert

I am not an employee of HP, I am a volunteer posting here on my own time.

If your problem is solved please click the "Accept as Solution" button 

If my answer was helpful please click "Yes" to the "Was this post helpful" question.


View solution in original post

1 person found this reply helpful
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9 REPLIES 9

‎12-12-2017 01:36 PM - edited ‎06-25-2018 10:01 PM

HP Recommended

What country are you in?  HP has introduced a regionalization scheme for the 950/951 cartridges, adding the -Zxx designation to the label.  Your previous cartridge was probably a -Z20 cartridge, intended for Europe, while the replacement is likely a -Z10 for use in the US/Canada.

 

The printer will "lock" itself to the first -Zxx cartridge used in the printer, after that it will only accept this region (or the previous unregionalized cartridges).  If you are in the US or Canada you will need to Contact HP to request a "Regionalization Reset". There should not be any charge for this, it is covered as part of the cartridge warranty. You will need to have access to your computer and printer while on the line with HP. You will also need to have a set of cartridges for the new region, once the reset is complete cartridges from the original region will no longer work.  HP's web page on the subject is here.

 

 

On the front panel of the printer go to the home screen and press the ink droplet icon at the top of the screen.  Next touch the black rectangle.  At this point a new window will open that says "installed cartridge" and "Supported cartridge".  What are the cartridge numbers listed?

 

If you are in the US/Canada you will need Z10 cartridges, but the printer may have been locked to another region by accident.  In that case you will need to have HP perform a "Regionalization Reset".  You will need to Contact HP to request a "Regionalization Reset". There should not be any charge for this, it is covered as part of the cartridge warranty. You will need to have access to your computer and printer while on the line with HP. You will also need to have a set of cartridges for the new region, once the reset is complete cartridges from the original region will no longer work.  HP's web page on the subject is here.

 

The regionalization reset is covered by cartridge warranty, see the document here for information. To get warranty coverage you will need to go to the Contact HP page, then enter the information for your printer.  At this point it will likely say "Manufacturer's warranty has expired"  To the right of this it will say "See details".  Click the "See details" link, which will open another page with more details.  Near the bottom of the text will be a paragraph that says : 

 

HP has checked your product information, including the product and serial numbers, to determine your warranty results.

 

The legal warranty expiration date is based on the date of purchase, as indicated on your receipt. If you feel these results are incorrect, you may submit a dispute for review. Dispute this >

 

Click on the "Dispute this" link which will ask for some additional contact information.  Fill out the contact information, then in the bottom section select:

 

Dispute reason  


  Issue with my Accessories, Supplies and/or Software.

In the comment section indicate that you need a regionalization reset and the cartridges are in warranty.

 

 

 

 

 

 

 


Bob Headrick,  HP Expert

I am not an employee of HP, I am a volunteer posting here on my own time.

If your problem is solved please click the "Accept as Solution" button 

If my answer was helpful please click "Yes" to the "Was this post helpful" question.


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

‎12-12-2017 02:18 PM

HP Recommended

Bob, thank you for your reply. I am located in the US. The old cartridge is a Z20 (made in the Czech Republic) and the new cartridge is a Z10 (made in Singapore). The printer was purchased from Amazon in November of 2015 and all the ink cartridges have be purchased from Amazon as well. I didn't realize I needed to look for this Z20/Z10 thing and am not really sure how to avoid buying the "wrong" country cartridge from Amazon. I am trying to wade my way through HP's Support now. Thank you so much for your help and for pointing me in the right direction.

 

Trena

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‎12-12-2017 02:26 PM

HP Recommended

The -Z10 cartridges are the ones you will need.  If you have any other -Z20 cartridges in the printer they will need to be replaced once the reset is performed.

 

The reset process is specialized, only a limited number of agents are trained in the reset program.  If the agent you speak to is not familiar with the process please refer them to the HP Regionalization web page:  https://support.hp.com/us-en/document/c02558798.  They may have to transfer you to a different agent, or to have you set up a time they can call you back to perform the reset.

 

If you buy cartridges on Amazon make sure you specify that you will need -Z10 cartridges.

 

If you run into difficulty with the reset procedure please post back here.


Bob Headrick,  HP Expert

I am not an employee of HP, I am a volunteer posting here on my own time.

If your problem is solved please click the "Accept as Solution" button 

If my answer was helpful please click "Yes" to the "Was this post helpful" question.


Was this reply helpful? Yes No

‎12-13-2017 08:23 AM - last edited on ‎12-13-2017 09:05 AM by Retired

HP Recommended

The support person I spoke with yesterday said I had to have all the same "Z##" cartridges in the printer before he did the regionalization reset.  I wasn't able to buy them locally so I ordered them and they are going to be here Thursday. To be continued....     

 

Case number: [edited]

 

Thank you for your help, Bob

 

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‎12-13-2017 08:59 AM

HP Recommended

Are you buying Z10 or Z20 cartridges?  If you buy Z20 cartridges and then have the reset performed the Z20 cartridges will no longer be accepted and will need to be replaced with Z10 cartridges.


Bob Headrick,  HP Expert

I am not an employee of HP, I am a volunteer posting here on my own time.

If your problem is solved please click the "Accept as Solution" button 

If my answer was helpful please click "Yes" to the "Was this post helpful" question.


Was this reply helpful? Yes No

‎12-13-2017 10:00 AM

HP Recommended

Bob, It doesn't specify if it is a Z10 or Zsomething-else in the description/product information/techincal details. The photo of the box says Z10 on the front and the Manufacturer Part Number is CN048AN which matches the Z10 cartridge I have.  There is a National Stock Number, a ASIN, and a UNSPSC Code but none of those mean anything to me. They are all sold by Amazon.com LLC rather than one of the other resellers on Amazon. I'm hoping I get Z10 cartridges but won't know for certain until they get here.

 

This Z thing is crazy business, I feel like I've been tricked. I have a printer with nothing wrong with it that won't work. Business is at a stand still until I get this resolved. I have been a loyal HP consumer since 1987 but am very disappointed in them right now. 

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‎10-15-2018 01:38 PM

HP Recommended

One important bit of information. If you have a Mac you will not be able to regionalize your printer. I am now forced to purchase all new cartridges from Hp becasue the 5 cartridges I have already purchased have a z10 on them. This is a sham. I will never buy another hp product again. Extremely disappointed with hp.

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‎10-15-2018 04:38 PM

HP Recommended
@RoughRiders22 wrote:

One important bit of information. If you have a Mac you will not be able to regionalize your printer. I am now forced to purchase all new cartridges from Hp becasue the 5 cartridges I have already purchased have a z10 on them. This is a sham. I will never buy another hp product again. Extremely disappointed with hp.

What country are you in?  The new cartridge may have a marking like -Z10.  What is the marking?  Check the markings on the cartridge you removed as well as the other cartridges in the printer - are they the same Z number?

 

On the front panel of the printer go to the home screen and press the ink droplet icon at the top of the screen.  Next touch the black rectangle.  At this point a new window will open that says "installed cartridge" and "Supported cartridge".  What are the cartridge numbers listed?

 

HP introduced regionalized cartridges (Z10, Z20, Z30 and Z40) for the previously universal 950/951 cartridges in about January 2017.  The printer will "lock" itself to the first Zxx cartridge installed in the printer.  If you are in the US/Canada you will need Z10 cartridges, but the printer may have been locked to another region by accident.  In that case you will need to have HP perform a "Regionalization Reset".  You may need to find someone with a PC to be able to have the reset performed.


Bob Headrick,  HP Expert

I am not an employee of HP, I am a volunteer posting here on my own time.

If your problem is solved please click the "Accept as Solution" button 

If my answer was helpful please click "Yes" to the "Was this post helpful" question.


Was this reply helpful? Yes No

‎10-20-2018 01:04 PM

HP Recommended

I'm in the U.S. I understand what you are saying. Hp has been of no help. After explaining I know no one owning a Windows machine (seriuosly, why would you?), the agent promised to send me cartridges WITHOUT the 'z'. What arrived? Four cartridges with z-10 on them! Oh, and they charged me over $130 for that! Called again and they said I could return the cartridges for a refund, but I would have to pay for shipping?!?!?! WTHF! This is the absolute worst experience I have ever had with a company. I have given up and filed a dispute with American Express. I am done with Hp and am heading out shortly to purchase a printer of another brand. Thank you for your response, though. I appreciate your trying to help when Hp couldn't manage to.

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