• ×
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
  • ×
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
Guidelines
Experiencing 'Printer Blocked' or 'Printer Error' message? Click here for more information.
Check some of the most frequent questions about Instant Ink: HP INSTANT INK, HP+ PLANS: INK AND TONER.


Check out our Black or Color Ink Not Printing, Other Print Quality Issues info about: Print quality and Cartridge Issues.
Locked

‎08-11-2018 06:12 PM - edited ‎08-13-2018 05:58 AM

HP Recommended
@Anri-chan wrote:

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.

 

 


Bob Headrick,  HP Expert

I am not an employee of HP, I am a volunteer posting here on my own time.

If your problem is solved please click the "Accept as Solution" button 

If my answer was helpful please click "Yes" to the "Was this post helpful" question.


Was this reply helpful? Yes No

‎10-01-2018 01:59 PM

HP Recommended

I need to have a Regionalization Reset done on my HP 8600 printer to accept Z10 cartridges. (I had two Z20 - Europe, Russia, etc. cartriges in the machine - where did THEY come from?) Could you send me a phone number that works? I tried 800-474-6836 (found on Google) and it just redirected me back to a unhelpful website. I have all the proper new Z10 cartridges on hand and ready to go. Thanks! 

Was this reply helpful? Yes No

‎10-01-2018 02:04 PM

HP Recommended
@E-Van1 wrote:

I need to have a Regionalization Reset done on my HP 8600 printer to accept Z10 cartridges. (I had two Z20 - Europe, Russia, etc. cartriges in the machine - where did THEY come from?) Could you send me a phone number that works? I tried 800-474-6836 (found on Google) and it just redirected me back to a unhelpful website. I have all the proper new Z10 cartridges on hand and ready to go. Thanks! 

What country are you in?  I will ask to have your case escalated.


Bob Headrick,  HP Expert

I am not an employee of HP, I am a volunteer posting here on my own time.

If your problem is solved please click the "Accept as Solution" button 

If my answer was helpful please click "Yes" to the "Was this post helpful" question.


Was this reply helpful? Yes No

‎10-01-2018 02:05 PM

HP Recommended

@E-Van1

 

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.

I work on behalf of HP
Was this reply helpful? Yes No

‎10-01-2018 02:10 PM

HP Recommended

Plain old United States. Thanks! 

Was this reply helpful? Yes No

‎10-01-2018 06:21 PM

HP Recommended
@E-Van1 wrote:

Plain old United States. Thanks! 

OK, just checking.  In the US the correct cartridges will be the Z10.  After the reset the Z20 cartrdiges will no longer work.  You will need a set of Z10 (or early pre-2017 cartridges with no Z number) cartridges after the reset is done.  


Bob Headrick,  HP Expert

I am not an employee of HP, I am a volunteer posting here on my own time.

If your problem is solved please click the "Accept as Solution" button 

If my answer was helpful please click "Yes" to the "Was this post helpful" question.


Was this reply helpful? Yes No

‎10-02-2018 02:07 PM

HP Recommended

OK, I called the HP help people and they said (unbelieveably) that I couldn't realign the printer and computer because we have a MAC!!!! But HP printers are sold to work with MAC's and ours has worked well for several years!!! But no, our options are to (1) borrow and set up printing with a Windows-based PC  or (2) buy a comparable newer HP printer (They suggested an 8720). Hey, I had the option to buy it right there over the phone. The perk was that they would accept our four new ink cartridges and replace them for free with cartridges that worked in the 8720. I'm stunned. Thoughts???? 

 

 

Was this reply helpful? Yes No

‎10-02-2018 05:11 PM

HP Recommended

And an update - if anyone is following this. I had  good luck in getting a response through the HP Support Facebook page. They messaged me and we've gone back and forth for over a day. Their solution is to send me four new cartridges - even though the ones I have are Z10's (for the U.S. and Canada). But they think there's still an issue with them. When I get them and try them, I'll post again. 

Was this reply helpful? Yes No

‎10-02-2018 10:02 PM

HP Recommended
@E-Van1 wrote:

And an update - if anyone is following this. I had  good luck in getting a response through the HP Support Facebook page. They messaged me and we've gone back and forth for over a day. Their solution is to send me four new cartridges - even though the ones I have are Z10's (for the U.S. and Canada). But they think there's still an issue with them. When I get them and try them, I'll post again. 

The Z10 cartridges will not work until you have a regionalization reset performed.  The folks you are dealing with may not understand the regionalization reset process.  I would suggest you ask for someone familar with the regionalization reset process. 

 

Unfortunately, it may be true that you cannot do this with a Mac....

 

I would suggest you disable "cartridge protection" before installing the new cartridges.  


Bob Headrick,  HP Expert

I am not an employee of HP, I am a volunteer posting here on my own time.

If your problem is solved please click the "Accept as Solution" button 

If my answer was helpful please click "Yes" to the "Was this post helpful" question.


Was this reply helpful? Yes No

‎10-31-2018 09:33 AM

HP Recommended

I am having the same problems with my printer. New ink is z10. Old ink that works is z20. Can you provide me with tech support phone number so I can get the "regional reset" done?

 

Thanks!!

Was this reply helpful? Yes No
Warning
Be alert for scammers posting fake support phone numbers and/or email addresses on the community.
If you think you have received a fake HP Support message, please report it to us by clicking on "Flag Post".
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation.
Didn't find what you were looking for? Ask the community
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.