HP Officejet Pro 8610 Incompatible Ink Cartridge Error

[LiMiLa]

My black ink cartridge needed replaced so I replaced it. I got the Incompatible ink cartridge error. The other cartridges would soon be empty, so I replaced those as well to see if that would fix it, it did not.

Here's what I have done to try to fix it...

1. I have turned off/on the printer

2. unplugged/plugged in cable in the back

3. have connection from all printers to computers/laptops

4. checked the US and Europe configuration (I saw in forum about the ink not being compatible)

            the only difference I see is... the old ink cartridges that work have AE at the end of the color code and states for use in Europe, Asia, etc... the new ones have AN at the end and are for use only in the US and Canada.  I am in the US, so its weird how the Europe ones work, but the US ones don't. We checked to make sure the printer is set to US.

5. I checked the outside of all ink cartridges and they look ok. No dirt or whatever may cause issues.

6. Ink is HP brand.

7. Ink is loaded properly. I have taken them out and put them back in numerous times to make sure they're secure.

Can you help me? 

[DavidSMP · Accepted solution]

@LiMiLa,

Good Day. A warm welcome to the HP community. I reviewed the case regarding issues with the ink cartridges even after they were replaced. I will be delighted to assist you with this.

Superb description, brilliant troubleshooting and terrific observations made before posting. Kudos to you for that. 🙂

To assist you with accurate information I would require more information regarding this:

• Does the printer accept the old cartridges?

 It may be a possible hardware issue with the printer. For now, try these steps:

• Please perform all the prescribed steps from this link: http://hp.care/2DSTR5q (HP Officejet 8600 Printers - 'Ink System Failure' Error)
• Also, check this link: http://hp.care/2xdWha9 (HP OfficeJet Printers - Ink Cartridge Errors)
• Now check if this corrects the situation.
• Also, check if the old cartridge is being accepted without errors.
• If it is being accepted then you need to replace the failing cartridge or cartridges by contacting HP phone support and this should work as long as the printer's hardware is not faulty. 
• Otherwise, the printer is faulty and needs to be replaced.

I am being honest about it by keeping your best interest in mind without beating around the bush.

HP Technical Support can be reached by clicking on the following link: http://hp.care/2moMFSc  

(1) Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.

(2) Next, choose the 'Contact Support' tab at the top and scroll down to the bottom of the 'HP Support- Contact' page to fill out the form provided with your contact information.

(3) Once completed click the 'Show Options' icon on the bottom right.

(4) Lastly, scroll down to the bottom of the page and select 'Get phone number.' A case number and phone number will now populate for you.

They will be happy to assist you immediately.

If the unit is under warranty, the manufacturer’s warranty should take care of it for you.

Good luck and keep me posted.

Please perform all these steps patiently as it is critical to resolving the issue. The trick is to remain patient.

Hope this helps. Let me know how it goes. To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care and have a blessed week ahead. 🙂

Cheers!

[LiMiLa]

Hi!

Thank you for your reply.

 Yes, the old cartridges are accepted by printer.

 I think we might have figured out the problem...

 I noticed when I checked the ink levels, while the new incompatible catridges are in (all the colors have an X because the new cartridges don't work) it gives all the supported ink cartridges, which are HP951XL, HP951, HP951 Z20, HP951XL Z20.

All the old and new cartridges are HP951XL, however, there's a little Z20 or Z10 in the corner that I didn't notice before.

The old cartridges  (that worked fine) have a Z20 in the corner and are to be used in Europe, Russia, etc. (as per the sticker on the front).

 The new ones we got, which are HP, have a Z10 and are to be used in the USA. 

  We got our printer refurbished from HP about 1.5 years ago and are assuming that it is a European printer and we didn't realize it, because we are in the US and assumed they sent us a US printer.

 We knew nothing of difference between Europe and USA until reading some of the other posts on this forum. 

 How confusing.

The model # of the printer is SNPRC-1401-02

I'm assuming we either need to get a new printer, one that is US (I'm not sure the correct term) or get ink cartridges that are for Europe from now on.

[DavidSMP]

@LiMiLa,

I have reviewed the post. It is delightful to have you back here. You've done amazingly well by displaying spectacular troubleshooting expertise, superb resilience and stupendous research to try and figure it out. Kudos to you for a job well done. 🙂

You nailed it when you stated that the old cartridges are being accepted by the printer.I don't think you need a replacement printer. It is just that you need the cartridges that work correctly for the printer possibly from Europe. Please follow the steps from this document: http://hp.care/2H0jsXf (HP Printers - Finding Ink Cartridges after Moving to Another Country/Region) and you could possibly order the replacements.

 You've been amazing to work with and truly so. It has been an absolute privilege to share this platform with you and you've been a valued HP customer. Now trust me I've done all I can to assist you here by keeping your best interest in mind. I hope things work great for you.

If this helps, To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care, stay healthy, keep smiling big and have a blessed year ahead. 🙂

Cheers!

[TMG323]

Hello DavidSMP,

I am experiencing the same issue. 

My printer is less than two years old and worked fine up until yesterday. This morning I went to print a page and it said out of ink. I replaced all the cartridges with brand new HP cartridges and that is when I received the incompatible ink cartridge error. I turned off and on, reset, unplugged and let rest, etc. When I tried reinserting the old cartridges again it just reverted to the out of ink message. 

The only differences between the old and new cartridges are the z10/z20 differences. However I purchased my printer new and have purchased all my ink in the U.S. as well. 

I do not think that buying a new printer is an acceptable solution which is what I was told on the phone with HP support today. I have an otherwise perfectly working printer. Did HP send some sort of update to my printer making it reject my ink cartridges? I heard this was being done for non-hp ink but I am definitely using HP ink. Thank you for your help.