Incompatible Cartridge HP955 / Poor (non-existent) customer support

[SaadPrinter]

I got the HP OfficeJet Pro 7740 printer last year (19/8/19) from Karachi, Pakistan. It came with HP 953 cartridges. Once the cartridges were finished, I could only find HP 955 cartridges to buy (on their box it says they work with the HP OfficeJet Pro 7740 printer). However, upon installing these (very expensive) cartridges, it tells me now that they are INCOMPATIBLE with the printer. Please note: I cannot return these cartridges or buy another replacement. (Both the printer and the cartridges were bought in Karachi).

I have been frustrated by the HP support I've gotten so far. Leading me from one place to another without resolving the issue. I am trying my luck in this forum, hoping to seek an actual human being that shows some level of empathy. Please help, as I am now stuck with this giant printer.

[Kumar0307]

@SaadPrinter, Welcome to the HP Support Community!

I understand your concern. HP 955 ink cartridges are compatible with this model printer. Kindly perform the steps mentioned in this document to resolve this issue.

A region reset is not required here as both the ink cartridges and the printer were bought in the same region.

If the error persists, this could be either defective ink cartridges or hardware issue with the printer. Please reach out to the HP Support in your region regarding the replacement options.

Keep me posted for any other assistance.

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

Have a great day! 

[SaadPrinter]

Thanks @Kumar0307, I've tried the steps. However, I believe they aren't relevant to my situation. There is nothing to clean on the cartridge chip or the inside of the printer. Everything is spot-less and new. There is no damage or stain or anything like that.

Can you please find out which region the HP 955 cartridge is for. And then help me region reset my printer to that region?

Even though I bought both the printer and the cartridges from Karachi, there could be a chance that the printer was imported from UAE (Middle Eastern Region) and the cartridges imported from China (South East Asian Region). Please consider this possibility and help me reset my region.

[SaadPrinter]

This is what I require from HP support:

1. Find out for which region HP 953 cartridges are for.

2. Then find out for which region HP 955 cartridges are for.

3. Send me instructions to reset my printer to the region where HP 955 cartridges work.

That is all, thank you!

[Kumar0307]

@SaadPrinter

Find below the compatible ink cartridges according to the region:

Region reset will not help here. The ink cartridge could be defective and needs to be replaced. Kindly contact the HP Support team for replacement options.

Keep me posted for any other assistance.

[SaadPrinter]

Thanks for sharing the chart. I have multiple new HP 955 cartridges. None of them are compatible.

As you can see in the chart you have shared:

HP 953 is for Europe / Africa / CIS / Middle East. (My printer must be from this region)

HP 955 is for Asia Pacific and Japan. (My cartridges are from this region)

Please send me the code to reset my printer to the Asia Pacific and Japan region.

Thanks.

[Kumar0307 · Accepted solution]

@SaadPrinter

The reset instructions are specific for your printer and performing those steps on a different printer may brick the device.  

I've sent you a private message with reset instructions, follow the reset instruction to perform a full reset and re-initialize the printer.  

  

In order to access your private messages, click the private message icon on the upper right corner of your HP Forums profile, next to your profile Name or simply click on this link. 

  

Keep me posted. 

[SaadPrinter]

This case was solved by:

Region Reset. 

What had happened:

Even though the printer (OfficeJet Pro 7740) and the new cartridges (HP 955) were bought from the same city: Karachi, Pakistan. They were purchased from different stores. Turns out: The printer was imported from the Middle Eastern Region, and the new cartridges (HP 955) were imported from the Asia Pacific / Japan Region. This is what caused the incompatibility.

The solution:

I asked the HP representative for the Region Reset code. And he provided the instructions to change the region of my printer to work with cartridges of the Asia Pacific / Japan Region (HP 955). After following all the instructions. I restarted the printer and it went into maintenance mode. A minute or two later, it showed that the new cartridges (HP 955) were now functional.