Can't get printer to connect to HP account or Instant Ink- error 74740 Network Information

[bockyweez]

I've been trying to connect a new-to-me printer to HP's instant ink because it requires it to print. I am unable to get my printer (that is connected to my network and recognized and accessible by both the Windows and Android Smart HP app, but it will not connect to my HP account or Instant Ink 

I have gone through the various trouble shooting-- did a factory restart of printer, turned off computer/printer/cell phone/router then restarted everything, reconnected printer to network, updated firmware, enabled web services eprint. It's all connected.

Nothing changes... when I click on Instant Ink in the Smart HP app and sign in, it says click here to finish connecting my printer. It takes me to a legal agreement page, then an agree or manage data collected/ads/etc... I turn off ads, click continue, and a moving circle shows for a few seconds before it boots me back to the Smart Ap home with no change in connection.

I also found that if I click on Account in the HP Smart Ap, and click manage my HP account,

that my account here does NOT show I own any printers even though the ap IS connected to the printer.  And this does not change regardless of how many times I refresh it.  

After doing some searching online, I found other people have had similar issues since 2017

that seem to be related to error code 74740 Network Information, which occurs every time I try to connect it to Instant Ink.  So if I can connect to it via my wifi network, why can't HP connect to it?  I don't have any fancy firewall or security set up.

I have FIOS internet and an older FIOS router.

I have lost more than 12 hours on this stupid printer.  I was given it for free and don't have the money or else I'd just go buy a new wifi (non-HP) printer.

Can someone please help solve this issue?

[Raj2111]

Hi @bockyweez 

Welcome to the HP Support Community!

I understand that you are not able to connect the printer wirelessly, I am glad to assist you today.

Please try these documents:

• Printer Setup Fails with HP Smart App (Android)
•  Troubleshoot a Wi-Fi connection to an HP printer

You may check Instant ink document as well: https://support.hp.com/ca-en/document/ish_3259780-1985263-16

Hope this helps!

Please perform these steps and Feel free to reply to your public post for any further assistance.

Thank you for being a Valuable Member of our HP Family.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution.

-Regards, 

[bockyweez]

@Raj2111,

Thanks for responding.  However, I'm not having any difficulty connecting my printer up wirelessly to my pc or android.

I did click on the Instant Ink help link you sent, and I determined that the problem is that I'm unable to connect to HP cloud services to finish setting up Instant Ink -- however, I don't get the error screen shown in that documentation here:

I don't get any error on screen.  I feel like this is a network -- I've seen other unresolved posts with similar issues that seem like it's related to HP's cloud services host or the router, or a combination of the two. 

When I go through the process to connect my printer to instant ink, I agree to the 2 agreement screens and then it sends me back the the HP Smart app -- but the printer remains not connected to Instant Ink.

[Raj2111]

Hi @bockyweez 

Thank you for posting back.

The below link contains a self-help document, this will assist you in HP Printers - Turn On Web Services 

https://support.hp.com/ca-en/document/c05329102

Keep me posted. Happy to help!

Hope this helps!

Please perform these steps and Feel free to reply to your public post for any further assistance.

Thank you for being a Valuable Member of our HP Family.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution.

-Regards, 

[bockyweez]

Thanks, but if you refer back to my original post, I included screenshots that show Web Services is turned on.  Please read my full original post.

[Raj2111]

@bockyweez

We are sorry that the issue is not resolved when the above troubleshooting steps were performed.
 

Please try these steps: click here

Please perform these steps and Feel free to reply to your public post for any further assistance.

Thank you for being a Valuable Member of our HP Family.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution.

-Regards,