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Common problems for HP+ PLANS: INK AND TONER
We would like to share some of the most frequently asked questions about Instant Ink. Check out this link: HP+ PLANS: INK AND TONER..
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Can't activate instant ink plan

HP Recommended
HP ENVY 6020
Microsoft Windows 10 (64-bit)

I cannot activate the Instant Ink plan, because the printer claim code isn't accepter by the HP Smart app. After I enter the claim code, i get the message: 'oops, you're printer seems to be offline'. The only problem is that the printer is definitely online. I can print without a problem, and the wifi-signal is excellent. 


Secondary issue is that the instruction how to get the claim code doesn't work. It says to press the information button for three seconds, until all symbols are lit. When that happens I have to push the 'resume' button (arrow down). But when I do that, nothing happens. And i tried it a lot. the only way I get a printer information page (with the claim code) is by pressing the information button once. 


The printer is brand new by the way. This is not a starting experience at all.

HP Support Agent
HP Support Agent
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HP Recommended

 Hi @Verloy,


I'd like to help!


Could you print and share the network configuration? 


A Wireless Network Test Results page lists important network settings such as network status and the printer IP address.

  1. Make sure there is plain white paper in the input tray.

  2. Touch and hold the Information button  for 3 seconds.

    All the control panel buttons light up.

  3. At the same time, touch the Information and Resume buttons .

    A Wireless Network Test Results page prints.

Try the below suggestions -


 Use HP Print and Scan Doctor to check connectivity

Download a special version of HP Print and Scan Doctor specifically created to help with printer offline conditions.

  1. Download HP Print and Scan Doctor.
  2. Run HPPSdr.exe from the download location on your computer.
  3. Once HP Print and Scan Doctor opens, click Start, and then select your printer.
    • If your printer in not in the list, turn it off and on, and then click Retry.
    • If there is a connection problem, follow the instructions in HP Print and Scan Doctor.
  4. If a screen prompts you to turn on printer updates, click Yes.
  5. If a screen prompts you to make your printer the default printer, click Yes.

Set a manual IP-


To set a manual IP and try the steps below -


--->Touch on the wifi icon ((i)) on the printer, and take down the IP address 

--->Open a web browser (ex Chrome or Mozilla) and type in the printer's IP

--->then go to network ---> general ---> network protocols ---> select IPV4 only-->apply 

--->go to wireless ---> wireless 802.11---> select manual ip ---> apply

--->Enter for the first DNS and for the second DNS.  

--->then go to settings on the main ews page --> power management ---> select sleep mode to max 15min


 Connect the printer to TCP/IP port- follow the below instructions-


 --->Touch on the wifi icon ((i)) on the printer, and take down the IP address 

a. Click Start/Devices and Printers.  Right-click on your HP Printer.  Select Printer Properties.  Select the Ports tab at the top.

b.    Select Add Port.  Select Standard TCP/IP Port.  Select New Port.

c.    Follow the Add Port Wizard.  Under Printer Name or IP Address, .  Example:  The IP address will be copied under Port Name.  

d.    Select Next and Finish the Wizard.


Hope this helps! Keep me posted. 


And, Welcome to the HP Support Community. 


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