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- HP Community
- Printers
- Printing Errors or Lights & Stuck Print Jobs
- incompatible ink cartriges

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10-08-2019
04:22 PM
- last edited on
10-08-2019
04:38 PM
by
Arthur-c
i have this printer which had been working fine other that the cartridges were running low
the printer information is as follows
Product Name HP Officejet Pro 8600 N911a
Product Model Number CM749A
edited
Service ID 22062
Firmware Version CLP1CN1829AR
Total Page Count 4391
Country/Region USA
it had these cartriges in it
cartridges which had been installed as of 2019-10-08
hp 950xl z20 cn045ae black 2017-03-26 2018-11-12 05%
hp 951xl z20 cn046ae cyan 2017-03-26 2018-11-19 05%
hp 951xl z20 cn047ae magenta 2017-03-26 2018-11-19 20%
hp 951xl z20 cn048ae yellow 2017-03-26 2019-11-12 20%
i ordered new replacement cartridges from the hp web site and this is what was delivered
hp 950xl z10 cn045an black feb2021
hp 951xl z10 cn046an cyan apr2021
hp 951xl z10 cn047an magenta apr2021
hp 951xl z10 cn048an yellow may2021
the differences between the old and new were
the ae/an suffix in the model #
and the z20/z10 type
the z10 boxes all indicate that they should be valid for an hp officejet 8600 printer
and that they should be valid for use in the usa and canada
so it should appear that these are valid cartridges for my printer
but as soon as they are inserted into the printer every cartridge gets this error
incompatible ink cartridges
the following cartidges are not intended
for use in this printer
this error for all 4 cartidges
so is the hp web site incorrect for selling the proper cartridges
because if they will not work, i would like my money back.
i have tried all the different intervention steps i could find
reinserting the cartridges
cleaning the contacts
powering off and unplugging the printer to get it to reset
none of these seem to make any difference
i have seen lots of other of these types of problems
where it appears that hp is begging off because the printer warranty has expired
but that should make no difference when it is a fully functional printer
that will merely not work with barnd new hp cartidges
the fact that they are selling the cartridges claiming that they will work
in that type of device should at least imply support for the new cartridge
if nothing else.
10-11-2019 06:44 AM
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.
Cheers.
Sandytechy20
I am an HP Employee