International Move from UK with HP Envy Pro 6420 and Cartridge problem

[Tresip876]

I bought the HP Envy Pro 6420 in August last year. I subsequently moved from the UK to Jamaica. The printer uses 305 cartridge in the UK. The 305 cannot be found anywhere in Jamaica. The HP store told me the 305 is for Europe only. I checked the HP website and it said North America uses 67 or 67XL cartridge. I purchased 2 sets of both black and colour in Walmart and couriered them to myself! Alas, after all that money plus paying to get them here - they do not work.

Can a client not move countries with a HP printer they have purchased? Do I now have to dispose of this 6420 printer bought in the UK which is still under warranty and which I have hardly used? Do I have to throw away the 67 cartridges I have just bought? 

[Bob_Headrick]

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.

[Tresip876]

Spoiler

Wow. Thank you so much, I will try this. 

[Tresip876]

Wow. Thank you so much, I will try this. 

[Tresip876]

I have had it with HP Customer Support. I have made about 15 phone calls to HP UK, HP Latin America which deals with  Caribbean, had about 6 different WhatsApp messages, Twitter conversations. I have just had enough. HP Caribbean say they cannot do a reset and HP UK should do it. HP UK say they cannot do it. Calls drop many times. WhatsApp messages go on ad infinitum with virtual assistants and eventual Humans telling me they cannot help. 

If I knew that having a HP printer was this much hassle and that I needed to engage HP about my move I would NOT have chosen this brand. The printer is still under warranty. After spending ALL of today trying to engage with HP - I am done. Right now I just want to take the printer and cartridges I was told to buy for this region to HP and they can refund me and I move on with my life and a normal printer with normal cartridges. Life can't be this hard because of a printer and because I had the audacity to move country. 

[Bob_Headrick]

Sorry you are having such trouble, I will ask to have your case escalated.  I think the UK folks are correct, the HP Support for your current region should be able to handle the "Regionalization Reset".

[Jay_G24]

Hi @Tresip876,

I'd like to help!

To perform reset please help me with the below information-

1.  May I have the exact model name of the product? Refer to this document for steps to find the product details. Do not share any of your personal information such as serial, phone number, email ID, etc.
2. Where was the printer purchased and where is it been used?

To do a printer region reset you need to meet the following conditions:

1. The printer should be connected using a printer USB cable to the computer.

2. You need to have the printer's full feature software installed on your computer.

3. You need to have all the cartridges either from the region from where the printer was purchased originally or the new region to which you want to reset it.

If you meet the above conditions then let me know the operating system of your PC.

Keep me posted. 

And, Welcome to the HP Support Community. 

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

[Tresip876]

Hi @Jay_G24, 

Thank you for your advice. 

1. The exact product name is HP Envy Pro 6420. 

2. The printer was purchased in the UK and is now being used in Jamaica. At advice of HP Jamaica, I bought the HP 67 cartridges which they said was compatible. They did not tell me I would need a regional reset. 

I have the printer connected to my laptop by printer USB cable

I have HP Smart installed on laptop

I have cartridges for the new region installed 

The Operating System is Mac OS Big Sur Version 11.4 

With thanks in advance. 

[Jay_G24]

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 Support Community profile, next to your profile Name or simply click on this link.

Hope this helps! Keep me posted.