Incompatible ink cartridge

[lsd51983]

Installed a NEW HP cartridge and I get a "Incompatible ink cartridge".  It is a genuine HP ink.  I have bought 2 and I still will not install.  I have went through all trouble shoots that I could find and nothing helped.

[Bob_Headrick]

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 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 togo 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.

[lsd51983]

I am in the USA.  My cartridge is Z10 and the old one was Z20.  And the printer support Z20.

I chated with a HP person yesterday and they said that I would have to replace this printer.  Nothing is wrong with it except it want take the cartridge.  Going to try what you suggested but I CAN NOT find a number or live chat.  Any suggestions.

Thanks

[Bob_Headrick · Accepted solution]

OK, your printer is locked to the Z20 region and will need to be reset.  I will ask to have your case escalated.  

[lsd51983]

How can I reconnect to live chat.   I chatted with someone this morning and he told me how to reconntect via this - http://www.hp.com/support/chat  It DOES NOT WORK.  

Been working on fixing this way too long. 

[kevin-t]

@lsd51983

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

If you are unfamiliar with how the Forum's private message capability works, you can learn about that here.
Thank you for visiting the HP Support Forum.

[lsd51983]

FYI - Finally got someone to call from HP and said that I will have to buy another printer.  I still think there is a fix.  Thanks for you help.

[Bob_Headrick]

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@lsd51983wrote:

FYI - Finally got someone to call from HP and said that I will have to buy another printer.  I still think there is a fix.  Thanks for you help.

---

There are likely two paths going on with support at the moment.  I suspect the call you got was from the chat or call you did with support.  There should also be an escalation path - for this one someone from HP will be sending you a private message asking you for contact information and other details.  You will see a number in the upper right, to the right of the envelope  when you have a private message.  Click on the envelope  to access the private message system.   It typically takes a few days for this path. 

When you deal with support be sure to mention you need a "regionalization reset".  Only a limited number of agents are able to do this, you may need to ask to be transferred to a supervisor.

Please keep me informed about the progress of this, I want to make sure it actually gets resolved.

[Anri-chan]

Late to the party but read on a different thread about this same issue that replacing the genuine HP cartridges with Office Depot labeled remanufactured cartridges will fix the problem.

And it did.

Now I can use my printer again and the cartridges are considerably cheaper.

Way to go HP.

[Bob_Headrick]

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@Anri-chan wrote:

Late to the party but read on a different thread about this same issue that replacing the genuine HP cartridges with Office Depot labeled remanufactured cartridges will fix the problem.

And it did.

Now I can use my printer again and the cartridges are considerably cheaper.

Way to go HP.

---

This is likely a short term solution.  Remanufactured cartridges are generally HP cartridges that have been refilled.  It is possible the cartridges that  you got from Office Depot were  originally HP cartridges manufactured before 2017 when the -Zxx scheme was implemented.   Cartridges manufactured prior to the introduction of the Z regionalization were universal, they would work in any printer worldwide.  Once Office Depot start using -Z10 (or Zwhatever) cartridges the issue will return.

The "right" way to fix this is to get your printer set to use the proper (Z10 for the US/Canada) cartrdiges.

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 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.