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8620 Printer will not connect to Instant Ink account

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HP 8620
Microsoft Windows 7 (64-bit)

My daughter's HP8620 has been connected to an HP Instant Ink account for four years without any problems. The printer now generates a "Please connect printer to HP Connected, your printer needs to be connected to update it's Instant Ink status" message whenever she attempts to printer. When the message is cleared from the screen the printer will proceed to print. This happens whether printing directly from the computer, by email or by WiFi. The software has been uninstalled and reinstalled multiple times and the firmware is up to date with no change. The date and time are correct on the printer. The printer is able to manually check for software updates, print by WiFi and email, and download new applications to the printer, so it is connected to the Internet. Multiple attempts have been made to make the connection manually and they have obviously failed. We have tried all of the possible resolutions that have been posted without success.


Am beginning to wonder if this is a scam to push for the purchase of a new printer. I have called phone support multiple times and have been kept on hold for more than an hour before being told by an automated voice that my call could not be answered at this time, please call back later!!

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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.



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