Cannot connect my printer to Instant Ink status, even though it is connected to the internet

[handyg]

Every time I use my printer, I am getting messages like:

• “Please Connect Printer to HP Instant Ink”
• “Cannot print. Connect printer to update HP Instant Ink status”
• “Unable to print. Your printer needs to be connected to the Internet to update its HP Instant Ink status”
• “Please connect printer to the internet”  
•  
• I have followed all of the instructions in the HP help sections. I have used the virtual agent to go step by step through all of the settings and fixes, I've updated the drivers and checked both the firmware and the Bios, but nothing seems to work. The HP Smart app, my computer, and the printer settings report everything is good. The Printer Status is green and ready, that it has a strong connection to the internet through my home wifi, and I don't have any problems with printing, or scanning. Yet, when I sign in to my instant ink account, it reports that my enrolled and registered printer, although recently synced, is Not Ready, has a Red Circle with a dash, and a message asking me to connect it to the internet so as to update the status. I also get a similar message every time I print something, both on the printer display and my computer screen. I hit the connect button and it says that the update is in progress before carrying out the print job. However, the next time I print anything, I get the same message again, and again, and again. I am at a total loss to understand what is happenning. Hopefully, someone can offer some advise or even a solution to this anomaly?  Thanks.

[Dragon-Fur]

@handyg 

Welcome to the HP Community --

Our HP Community Admin team just released a new TKB article to address the problem and provide a solution.

Knowledge Base Article – Instant Ink Connect to Internet / Instant Ink Status

TKB - Troubleshooting "Cannot Connect to Web Services" Error with HP Instant Ink

-- Reminders --

• "Connected to the Internet" is not the same thing as connected to your home network.
• Web Services is used to connect the printer to the Internet. 
• Web Services recognizes the printer and hands it to whatever service is "next". 

For example, Web Services might be used to connect your printer to ePrint, Instant Ink, HP+, Print Anywhere, or certain Cloud services.

If you have not done so, consider assigning the printer a manual / static IP address.  Doing so can help stabilize the connection.

===================================

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[handyg]

I am at the end of my tether. I have spent several hours today trying to fix this. the final step in the suggested set of actions is "if this doesn't work, contact HP support" and i have now spent 45 minutes trying to find out how to do that until final getting an "Error 500: HP Customer Support site is temporarily unavailable. We apologize for any inconvenience. Please check back later."  Great.

So what do you suggest I do? How can I get this sorted? How can my printer have enough internet connectivity to have been able to re-install drivers, and re-establish web services after a reset, and yet NOT BE CONNECTED TO THE INTERNET....?

If someone human at hp support wants to get in touch and help me resolve this, that would be helpful.   Otherwise, I'm paying a monthly InstantInk subscription but without being able to print.

[ItsmeBeverley]

You could try calling 0207 660 6027  You might have to wait a while (Maybe 30 mins) but you will get to talk to a human being.  The guy I spoke to was ver helpful but he wasnt able to connect my printer to HP Instant Ink servers.

How old is your printer?.  Ive been told that support for mine (HP ENVY 4524) has "expired"  Would have been nice if HP had told me that was going to happen six months ago and I would have been able to plan ahead.

[handyg]

thanks Beverley that's really helpful -  sorry about your situation.  I'll see what they say re mine.