Printer does not support z10 cartridge

[shoaibdhk]

I bought a 950XL Black cartridge from Hp Store (Website) but on the box, it says Z10. I installed the cartridge to my printer and it is saying "This cartridge is not intended to use this printer ." I called customer service what was my problem. They keep transferring me from one department to another department and I had to tell the same prob again and again. At the end, they told me they will call me back as soon as possible. I have tried numerous time to fix. I have reset it. On the ink level status, I figured it out my ink is 950XL Z10 and compatible cartridges are 950, 950XL, 950 Z40. I bought it from HP website, why they give me Z10 cartridge then? Why customer service is so stupid that they can't tell what's going on. I saw several people are suffering the same problem but the answer is hard reset. I did that 3 or 4 times. I try to upgrade my printer but it says the printer is up to date. What should I do then? I think HP should get a new firmware upgrade so that this problem will never come. 

[ShlomiL]

Hi,

HP 950 Z10 cartridges are intender for the US or Canada, Z40 for Asia Pacific..

https://support.hp.com/sg-en/document/c05318138

What country are you from? did you purchase the printer at the same country and did you purchase the ink cartridges from HP Store for your own country?

May you purchaed ink from an online site from another country in the past? a such may wrongly reset the printer to a different zone (e.g. Ebay, Amazon)?

[shoaibdhk]

I bought it from B&H Photo website. I saw this article before. This is just information.  I live in USA and my country region in the printer is USA too. I have never bought ink cartridge from another country. These questions are insane. I have used the cartridge when I bought this printer and they worked fine. I never bought any other cartridge before. Anybody does have any idea how to reset the printer or update the printer so that it will work Z10 cartridge.

[abrown227]

I am having the same issue.  I have an HP 8600 Plus purchased from Costco in the US a few years ago.  I have used only HP 950XL and 951XL cartridges, usually purchased from Costco.

Due to lack of time, my last HP ink purchase was online through Amazon in May 2017. ( New HP cartridges, not discounted) I inserted the color cartridges (951XL) and they worked fine.  

Earlier this week, the black cartridge ran out.  I purchased new ones ( twin pack) from Costco, inserted the 950XL and received an "incompatible cartridge" error on the black one only.  Tried it with the 2nd 950XL, same thing.

During my first call to HP support, the tech had me remove all 4 cartridges.  That's when I noticed 2 of the color cartridges had Z40 " for use in in Asia- Pacific only" and the new 950XL had Z10 "for use in the US-Canada" written on the label. 

The rep remotely logged into my computer, deleted the printer driver, etc. and ultimately told me I needed to have all new Z10 cartridges.  I was a bit miffed about this because the color cartridges weren't empty.  The offered a 15% discount on new cartridges.  No thanks.

Luckily I had purchased new color cartridges as back up at Costco.  I installed 4 new Z10 cartridges and the printer said,  all 4 were incompatible!

Second call to HP support, the tech said it was a hardware issue and I needed to buy a new printer but they would offer a discount on a new printer.  Turns out the printer they offered was available for their discounted price at Best Buy and several other retailers, so again, no thanks HP.

Researched this Z10 vs. Z40 issue more and found on HP support site that they can "reset" your printer if you change countries.  

https://support.hp.com/us-en/document/c02558798

3. Third call to HP Support,  I told the rep I had all new Z10 cartridges and asked them to reset my printer.  The tech had me change and intermix old and new cartridges. 

     My printer recognizes and accepts the Z40 (Asian cartridges) but tells me the ink is depleted in the Black cartridge and must be changed.

My printer does not recognize any of the Z10 (America/Canada) cartridges.

The 3rd support rep had the nerve to tell me that Z10 and Z40 had nothing to do with the compatibility issue.  As long as the 950/951 cartridges were used, those were the correct ink cartridges, therefore I had a hardware issue and must replace my printer.

Here's what I think happened.  In January 2017, HP introduced new cartridges based on geographic regions.

https://support.hp.com/us-en/document/c05318138

Unbeknownst to me, I purchased  new HP Asian cartridge(s) through Amazon. 

The Asian cartridge either 1) "rezoned" my printer making it incompatible with American cartridges or

2) damaged the print head.

I believe HP has the ability to "reset" my printer to accept Z10 (American) cartridges but chooses not to , hoping I will buy a new printer.

If HP believes it's ethical to conduct business in this manner,  I will replace my HP laptop and printers and never buy an HP product again.   I'll complain on every online site I can find until HP owns up to their mistake and fixes this.

Here's a response from an HP employee that seems to be aware of the problem and offered to escalate it with the company:

https://h30434.www3.hp.com/t5/Printer-Software-and-Drivers/HORRIBLE-Non-compatible-NEW-HP-950-and-95...

Time for you to step up HP!

[Bob_Headrick]

The printer will "lock" itself to the first regionalized cartridges that are installed, which in your case were the z40 cartridges.  Regionalization for the Officejet Pro 8600 series is particularly insidious since it was only introduced long after the printers were out of warranty, years after the printers were introduced.

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.  Only a limited number of agents are authorized for the regionalization reset procedure, if you get one that does not understand the process refer them to the website link and ask to be transferred to an agent or supervisor that can help.

If you continue to have issues with HP resetting your region please post back here and I will ask to have your case escalated.

[COQueenBee]

Bob you are a rockstar! I spent an hour on the phone with HP earlier with it ended in "you need to get a new printer or buy new cartridges". I called back, told her I needed a "regionalization Reset" and within 15 min my printer was working!  Thanks for the info!

[Bob_Headrick]

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@COQueenBee wrote:

Bob you are a rockstar! I spent an hour on the phone with HP earlier with it ended in "you need to get a new printer or buy new cartridges". I called back, told her I needed a "regionalization Reset" and within 15 min my printer was working!  Thanks for the info!

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I am glad your issue was resolved.  "Regionalization Reset"  is the magic phrase, but lately it seems more and more agents have not heard of this.  Only a few agents are given access to the actual procedure to perform the reset.

I am curious, what country are you in and what is your printer model?