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    HP Solution Center Adobe Flash player error

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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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Solved!

Cancelled Eprint subscription, claiming Firmware out of date - although it was updated in time

HP Recommended
HP Envy 5030
macOS 10.15 Catalina

During the Summer I was advised to Update Firmware.  This I did with assistance of Technical Support in August 2020 and again checked my Printer  in early October that confirmed 'current updates have already been installed' (see photo) yet on 10/10/20 HP arbitrarily cancelled my Instant Ink subscription stating that latest Firmware was not updated.  I have called HP Technical Support twice on Sat 17/10/20 and after waiting over 16 minutes was told they're not able to take call. So how can this be resolved.  HP don't answer telephone Tech Support and provide no alternate means of communicating with them? IMG-1461.jpg

5 REPLIES 5
HP Support Agent
HP Support Agent
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HP Recommended

@Nimrod081 We got you covered, don't you worry!

Although, I recommend you click here to turn off the web service when done successfully, go ahead and click here to turn on the web services, and check if it works,

If that doesn't do the trick, you may respond to the private message I've sent out and I'll help you out, accordingly

 

Check next to your profile Name, you should see a little blue envelope, please click on it as I've sent out a list of questions and I could provide a better solution once I have the answers: Click here to access the private messages section

 

P.S: Welcome to HP Community 😉

 

We eagerly await your response,

Help us, help you.

And Take care.

Riddle_Decipher
I am an HP Employee

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Hi RD

Thanks for your prompt reply - the real problem is having gone to the considerable trouble of installing the updated firmware well ahead of the deadline (even with Technical support help) its very disappointing to have my account cancelled, apparently for not having undated Firmware, knowing full well the machine confirms no updates are necessary.  There's clearly a glitch somewhere. Then spending more time trying to contact Support services, then being told HP are not answering calls - is very frustrating.......grrrr.  Makes you like feeling I want to 'throw the printer out of the window'.

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HP Support Agent
HP Support Agent
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@Nimrod081 I just went through the HP instant Ink account details and everything seems to be active and online, 

Could you log back in and check if its working on your end? Also, if the printer continues to show the same error, please considering restarting web services as suggested previously.

Riddle_Decipher
I am an HP Employee

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Thanks for confirm this. although it doesn't really explain why I got  thecancellation message on 14/10/20

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HP Support Agent
HP Support Agent
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@Nimrod081 I just got the details from the R&D team on this concern as quite a few customer's have encountered this issue:

  • I must explain that you'd receive the ink cartridges only if they are low
  • You would not receive if the ink levels are fine.
  • Also, this email/notification was sent in bulk to all instant ink customers and It was an auto-generated message.
    • If the printer firmware is up to date, the Instant Ink Account will not be affected, in anyway.

There's nothing to worry about, just ignore that mail / notification.

And let me know if you need anything else.

 

If you wish to thank me for my efforts, you could click on "Accept as solution" on my post as the solution should help others too.

Riddle_Decipher
I am an HP Employee

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