The printer prints blank pages since we changed country

[Vivera1]

Hi,

I bought in Australia in 2015 (still have the receipt with the date) a HP Deskjet 3520, print scan copy, cartridges 564XL for each color and also black. I took it with me to Germany where I moved, but the printer prints only blank pages. Even blank pages for internal pages such as Calendar, Check list, Quality Test page, or copies, etc.

I have also already changed the Preferences of the printer: Set Country/region to Germany instead of Australia.

I wanted to by a new set of cartridges in Mediamarkt to keep testing, but they sell the 364XL and the person told me that the printer will not work in Germany unless I register it via the HP website in Germany. He tried to help me doing that but he couldn't see how to do it via the HP website.

I found and did a registration at this address, but I can select the purchase dates from 2019 to 2016 only and I bought the printer in 2015. Anyway, I did a registration with a 2016 date which doesn't correspond at the date of purchase and of course the printer is not working better than before :  https://register.hp.com/emea/flowPage/registration/index.do?execution=e1s1&cc=DE&lang=de

Should I buy the 364XL and then the printer would work in Germany or is there really a registration I have to do for the printer to work properly in Germany? If so, where should I register it and how should I do

Thanks for your help.

Valerie

[The_Fossette]

@Vivera1,

Welcome to the HP Support Community!

You need to perform a regionalization reset on the printer to accept the Germany cartridges.

I recommend you contact support and they will assist you in doing the regionalization reset or you can contact our Facebook/Twitter support.

Here is how you can get in touch with tech support.

1)Click on this link – www.hp.com/contacthp/

2)Select the product type.

3)Enter the serial number of your device or select let HP detect your product option.

4)Select the country from the drop-down.

5)You should see the HP phone support number or Chat option listed.

Let me know how it goes and you have a great day!

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

Cheers!

[Vivera1]

@ The_Fossette,

Thanks for your reply.

I followed the steps until number 4 but then everything changed to German if I select Germany which is not great as I am not reading German very well.

Anyway, in English or in German, I couldn't find a HP phone number. If the Chat Option that you mentionned is the Virtual Agent, that computer generated FAQ didn't really answer my question regarding regionalization reset. It says:

Step 3: Contact HP support

Once you have a full set of genuine HP ink cartridges for your new country/region, HP support can reset your printer so it accepts the ink cartridges available in your current country/region. On this page, click Contact Support, and then follow the on-screen prompts to contact HP.

So, basically, I still don't know how to really contact HP for doing that regionalization reset as I get sent back to the main  support page of HP by following that step.

HP seems really well protected to not be contacted directly.

Any better idea?

[asmita6658 · Accepted solution]

Hi @Vivera1

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 Community's private message capability works, you can learn about that here.

Thank you for visiting the HP Support Community.

If you wish to help to community grow, you may simply select “Accept as Solution” and hit the thumbs up to say thanks for my efforts.

Have a good day ahead.

[Vivera1]

Hi @Asmita,

I had a HP employee on the phone this afternoon and he helped me with that issue. He was able to change the relocation settings and made a couple of test print pages until the colour printheads were clean. The black ink didn't work at all and he said that the black printhead was broken and that it was not possible to replace it, so I would have to buy a new printer.

Now I have  4 brand new cartridges in the printer, but I will have to throw away the full thing as the black prinhead is not working. It feels like a waste, but I guess that it is the way HP is making their customers to consume more 😞

Thanks for your help,

Valerie