HP Officejet Pro 8100 ink failure/incompatibility

[DawnEllen]

February 17, 2018

RE:

HP Officejet Pro 8100 ink failure/incompatibility

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Event:

Received normal notice from printer/computer that the magenta ink cartridge was empty and needed replaced. Opened brand new 951XL Magenta single cartridge box and installed properly according to standard procedure as done many times previously.

The printer does not accept/recognize the new cartridge either via on-device display panel or via computer applications.

This quite perplexing as the cartridge and packaging are clearly labeled as (1) HP product and (2) explicitly indicated as for use in the US and Canada.

Problem:

The new HP cartridge fails to be accepted/recognized by the HP printer despite all troubleshooting steps taken as per HP utilities and HP online services.

The expended cartridge removed from the HP printer was an HP product labeled for use outside of the US (see below) yet performed correctly, both in page count and quality. Examining some of the old, empty Magenta, Cyan, Yellow, and Black cartridges still on hand (awaiting proper disposal) as well as new ones yet to be used and presently installed, the labels indicate four locations of manufacture: China, Malaysia, Ireland, and Czech Republic. All of them are labeled “Intended for single use only.” and all are HP products

Some cartridges include the “z20” indicator. Some do not include any “z” number at all. The only one that is labeled “z10” is the 951XL Magenta which is not working with the printer.

Does this mean the printer itself is a non-US region printer? And how is that even possible as it was purchased locally in the USA?

Please advise as how to proceed from this point forward. Additional details follow.

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Print Error Dialog Box

(X) Incompatible Ink Cartridges

– 951XL Z10 Magenta

The cartridges listed above are not intended for use in this printer as it is currently configured.

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HP Print and Scan Doctor 5.1

Step 2

Finding and Fixing Problems

(GOOD) Recommended Updates

(GOOD) Print Spooler

(GOOD) Driver Check

(ERROR) Device Status

Ink Supply Failure

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PRINTER SPECS

Model Name: Officejet Pro 8100 N811a

Firmware Version: TKP5FN1545AR

Software Version: 28.0.1321.0

Printer Driver Version: 09.84.00.1173

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EMPTY CARTRIDGE SPECS (Used in printer with no error)

951XL Magenta Ink Cartridge

CN047AE

Warranty Ends: 2018/11

Made in Ireland

z20

For use only in Europe, Russia CIS, Middle East and Africa.

255

Place of purchase: Unknown

Packaging: Unknown

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NEW CARTRIDGE SPECS (Installed in printer with error)

951XL Magenta Ink Cartridge

CN047AN

Warranty Ends: 2018/12

Made in Malaysia

z10

For use only in US and Canada.

552

Place of purchase: Walmart | Salina, Kansas, USA

Packaging: Single cartridge box

[MKazi]

@DawnEllen

Thank you for posting on HP Forums, MKazi is at your service. 

I understand that you have an HP Officejet Pro 8100 ePrinter and it does not accept a newly installed original HP magenta ink cartridge. I appreciate the steps you have performed and have certainly done a good job. Not worry, I'll do my best to help you. 

During my research, I came across this HP document which explains what the Z10 indicates on the ink cartridge packaging. The HP Printers and will accept the ink cartridges from the same region where the printer was purchased. For example, a printer purchased in North America will not accept the ink cartridges that are sold in Asia for the same printer model.

Meanwhile, I recommend you to perform the following steps to isolate the issue and arrive at a fix: 

• Disconnect the power cable from the printer while the printer is still ON.
• Disconnect any other cables if connected the printer.
• Press and hold the printer’s power button for 15 seconds.
• The printer should be directly connected to the wall outlet and not to a surge protector.
• Reconnect the power cable to print and the printer should power ON by itself. If the printer doesn’t power ON then please manually power it ON.

Also, I suggest you to perform the following steps from this HP document:

• Solution two: Check the carriage latch.

• Solution three: Remove, inspect, and clean the problem cartridge.

And this HP document will help in cleaning the print head:

• Solution three: Remove and then reinsert the printhead (please perform all 5 steps listed in this solution).

I genuinely hope the issue gets resolved without hassles and the unit works great. Feel free to let me know how it goes. 

All the best! 🙂

[DawnEllen]

MKazi:

Appreciate the response. I have employed all the possible solutions provided. However, none have resolved the issue.

My primary QUESTION is for what region is the HP Officejet Pro 8100 intended? It was purchased off the shelf at OfficeMax/OfficeDepot in Salina, Kansas, USA in early 2014.

Certainly this can be ascertained from the extensive information provided:

PRINTER SPECS

Model Name: Officejet Pro 8100 N811a
Firmware Version: TKP5FN1545AR
Serial Number: [edited]
FPU No.: CM752-64004
Service ID: 24150
Product Number: CM752A
Born On Date: 2014-05-30
CV1: 92JL-3EL
IK Number: 147

Software Version: 28.0.1321.0
Printer Driver Version: 09.84.00.1173

If the printer was manufactured for use in the United States of America, then the HP 951XL Magenta cartridge has been mislabeled.

NEW CARTRIDGE SPECS (Installed in printer with error)

951XL Magenta Ink Cartridge
CN047AN
Warranty Ends: 2018/12
Made in Malaysia

z10
For use only in US and Canada.

552

Place of purchase: Walmart | Salina, Kansas, USA
Packaging: Single cartridge box

That is photo of that actual cartridge in question.

So, to recap:

1. For what global region (zone, area of the world) was our printer manufactured?

2. IF the printer in question was manufactured for use in the USA, WHY is the cartridge in question not recognized by the printer?

Thanks in advance for any prompt response with answers to these specific questions.

- DawnEllen

[MKazi · Accepted solution]

@DawnEllen

You're most welcome. 🙂

Thanks a lot for the detailed information about your HP printer. 

• Your printer and the ink cartridges are for the same North America region. The printer was purchased in the United Started so will accept the cartridges that are sold in that region only. Currently, you are using the correct cartridge. 
• The evidence points towards the cartridge being defective and that is the reason why it is not working correctly. Therefore, I suggest you to contact our HP phone support team for the replacement options for the magenta ink cartridge. 

Hope this helps. Please feel free to let me know how it goes. 

Good luck! 🙂