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Solved!

Conflicting messages signing up for InstantIn

HP Recommended
OfficeJet Pro 9015
macOS 10.15 Catalina

When I enrolled my printer in the HP Connected web site, I received a message that my printer was eligible for InstantInk Services. When I tried to sign up for InstantInk Services, I received a message that my printer was ineligible for these services.

 

I've checked that the printer is on; it is connected to the internet; web services have been turned on.

 

Is there another setting somewhere that I am missing that is causing these conflicting messages?

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HP Support Agent
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HP Recommended

@BlueSailorNik, Welcome to HP Support Community!

 

Follow the steps below-

 

Update the printer firmware

Download available firmware updates from the HP website

With the printer on and connected to the computer, go to HP Customer Support - Software and Driver Downloads, and then identify your printer. Look for and install any available firmware updates. Refer to the document HP Printers - Updating or Upgrading Printer Firmware

 

Try these steps to re-enable the web-services -

 

Step 1 Remove the Web-Services -

1. From the top of the screen, touch or swipe down the tab to open the Dashboard, touch ( HP ePrint ), and then touch (Web Services Settings).

2. Touch Remove Web Services.

 

Reboot the devices.

 

Step 2 Enable the Web-Services -

1. From the top of the screen, touch or swipe down the tab to open the Dashboard, and then touch ( Setup ).

2. Touch Web Services Setup .

3. Touch Accept to accept the Web Services terms of use and enable Web Services.

4. On the screen that appears, touch OK to allow the printer to automatically check for product updates.

5. If the Printer Update Options screen is displayed, select one of the options.

6. When the printer is connected to the server, the printer prints an information page. Follow the instructions on the information page to finish the setup.

 

Hope this helps! Keep me posted. 

 

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

TEJ1602
I am an HP Employee

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Thanks for the detailed answer. I found a different way through on my own, but I think it indicates there is either a UI design flaw or a bug in the verification process. It went this way:

The web services menu included some option to print a test sheet, and that sheet included a 16 character identifier for the instant ink services. To sign up for those services, I first had to:

1. Create an HP Services account;
2. Add my printer: I was prompted to add the serial number;
3. I got the "this printer is eligible for Instant Ink services message";

4. I began the sign up process as prompted on the screen;

5. When I reached the "add your printer" page the image of my printer was greyed out and labeled as ineligible;

 

**** Note that there was not at any point a prompt or input box for the 16 character Instant Ink identifier that my printer had given me ****

 

6. In a moment of utter frustration and the ultimate "I'll try anything" move, I clicked on "Add another printer" on the screen in step 5;

7. An input box appeared with a prompt to enter the 16 character Instant Ink printer code, which I did. This resolved the issue, without causing the HP website to think I had two printers.

 

The database had no trouble linking the 16 digit code to the pre-existing printer serial number.  So I believe there is a UI design error that doesn't prompt for the 16 digit code in the sign up process. 

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† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation