False connection notification from Smart HP ink

jlmurray · ‎12-24-2023

3 hours with technical support and 10 hours of my time trouble shooting false notification from HP ink that printer is not connected to the internet. It blocks my documents from printing until I click "ok". Then the document prints. Different tech folks have tried fixing. I would like to disconnect from the instant ink to see if that will eliminate the false connection interruptions, But the smart ink program requires me to return my brand new ink cartridges and buy new ink cartridges or my printer will not work. This problem started when I in installed the HP ink smart ink cartridges in december. I cannot print wirelessly without getting up and pressing "ok" when the printer incorrectly states the printer is not conneccted to the internet. No one seems to be able to fix it. Should I throw the coputer away and try a Lenova instead

Irfan_06 · ‎12-27-2023

Hi @jlmurray,

Welcome to the HP Support Community.

Thank you for posting your query, I will be glad to assist you.

I see that you are facing an issue with using instant ink cartridges on your printer.

Kindly refer to the steps from this link to troubleshoot and let me know if that resolves the issue.

HP Instant Ink is not connected to the printer

The printer must be connected to the internet at all times to ensure replacement ink cartridges are delivered when needed. Check the network and printer status to reconnect the printer to the HP Instant Ink service.

Restart the printer and the computer or mobile device to clear possible error conditions.

Make sure the printer is not connected to a computer with a USB cable. A USB connection can block Wi-Fi setup and disables the printer internet connection required for HP Instant Ink.

On your computer or mobile device, open the list of available networks.

If the current network is not yours, disconnect from the network and reconnect to your Wi-Fi network.

NOTE: The printer does not work on public or guest networks used in schools, hotels, or coffee shops that allow guest logins.

If the network status is not connected, connect to your network, and then check the status again. A check mark or connected status displays next to the network name when connected.

Check the network signal strength. If the wireless icon shows a weak signal status , move closer to the router or range extender until a strong signal displays . Walls, metal bookcases, and electronics that emit radio signals can weaken the wireless signal.

Open a website to confirm the internet service is working. If page load time is slow or intermittent, restart the router. If necessary, contact your internet service provider to check if the service is down.

Move the printer close to the router or range extender, and then check the printer connection status.

If the wireless light or icon is solid and blue, the printer is connected to the network.

If the wireless light or icon is off or flashing, the printer is not connected to the network. Go to HP printer setup (Wi-Fi network) for more information.

Sign into your HP Instant Ink account.

On the Overview page, make sure the printer status is Ready to print, and then click the refresh icon to sync the latest printer information with the account.

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!

I hope this helps.

Take care and have a great day ahead!

Irwin6

HP Support

Irfan_06-Moderator
I am an HP Employee

jlmurray · ‎12-29-2023

I have been sent around the mulberry bush on this issue and believe my printer has a hardware problem. All of your suggestions have been put in place prior to me placing my post. However, while the printer screen shows the printer connected to the internet, when I send a document to the printer, I hear the printer turn on and then it stops with the message telling me I have to connect to the internet. hWen I click "ok" the print job proceeds. I do not need to reconnect to the internet. the job would not start and then stop if the printer was not connected to my computer wifi and subsequently print after clicking ok. The last HP technician told me that there is a disconnect between the HP protocol and my wifi. However that makes no sense as this printer worked find until I signed up for the ink program any my other HP printer, not part of the ink program works fine. I want to speak to someone in the warranty department. I spent 3 hours with 2 different tech support people and did trouble shooting myself for over 10 hours and printed at least 20 pages of paper testing different settings. Please advise how to reach the warranty people. The printer is less than a year old.

jlmurray · ‎01-04-2024

How do I reach warranty dept.

Irfan_06 · ‎01-14-2024

Hi @jlmurray,

I am sorry to inform you that we did not receive your private message.

The support here is limited and this issue might require one-on-one interaction to fix it.

I've sent you a private message with the instructions. In order to access your private messages, Click the Private message icon on the upper right corner of your HP Community profile Next to your profile Name, you should see a little