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The HP Community is where owners of HP products, like you, volunteer to help each other find solutions.
Common problems for INSTANT INK, 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 INSTANT INK, HP+ PLANS: INK AND TONER. .
HP Recommended

I have a valid HP Instant Ink account. But my printer, HP Officejet Pro 8620, cannot connect to your service, as of 11/20/22.

It connects fine to all of my computers. All my computers connect fine to the internet.  All the ports, on all of my computers, are usable to connect to remote systems.  I specifically tested every port meantioned by an HP customer service person, with a connect utility, they work fine, with any remote system. All my ports are open, I can connect using a utility back and forth from my remote worksite.

Why then, is my printer giving me a NAG screen, saying that it cannot connect to HP, when I try to print?

What heck has happened to our account, in the HP Instant Ink.

I need this fixed, and I need a credit for time lost being unable to print in bulk with my printer.

Hp needs to get it act together, immediately, or I will go buy some other printer.

And, I will talk about the lousy customer service, the inept technical support, on every chat board on this planet.

9 REPLIES 9
HP Recommended

Sure, thanks.  But let me tell you. I spent 2 hours with HP support, on friday 12/2/22. They stated that the ports on my system cannot connect back to HP. They gave me a list of ports. I used a utility to verify each and every port.  I could connect to a remote system (not on Comcast (my hope ISP)), a work related remote system, and send data through those ports to the remote system.

Complete bologne conclusion by HP support.

I think the truth is something they said only passing. An update, performed by HP, on my printer, failed, but when I asked the support person again about this they denied it.

Is there way to update the printer's software (the software that actually runs on the printer).

Things like this have happened before, periods where the printer cannot connect back to HP (and update HP on print usage). This is a great failure on their part, and I will not rest until it is properly, and logically resolved.

 

HP Recommended

Okay, so I was told, by HP support that certain ports are blocked at my router. But I tested each one of those ports and found they were wide open (using a java utility).

I checked the firmware, the printer says it is up to date.

The last time I updated the firmware, manually (it was set to autoupdate, so I no longer do it manually). I used an SD drive, that went fine. Now we have to use the update tool.

I tried using HP's upgrade tool, it can't communicate with the printer. (I have a printer usb cable, provided by HP),

 

So there is a perfectly valid reason why this printer is not longer supported. It uses 2x more ink than current printers. But that is an entirely invalid reason for leaving my HP Instant Ink account hanging and not letting me know (if that is what they are doing).  Corporate Skullduggary.

 

So If you know of other way to fix the firmware on the printer, I could try that could help.

 

 

 

 

HP Recommended

Give me a reason why I need to check router logs? When the only excuse given by HP was that they say my ports must be blocked.

Comcast has the router logs anyway, they say No ports are ever blocked.

I tested everyone of those ports with local->local and local->remote systems, none of them were blocked.

This is a problem occuring at an HP Site, my printer is being blocked from being usable with HP Instant Ink, and I was never warned about it.

HP Recommended

Also, one other very important thing. The HP Officejet Pro 8620 is still listed as HP Instant Ink compatible, by HP.

I see no reason to even change the printer.

HP Recommended

Do any of the other printer companies offer a service like Instant Ink? I am seriously considering switching to another brand. If you really want to help me, you'd suggest some name. If instead you are just covering for HP, then just stay out of the conversation, those huge boiler plate messages are just a distraction.

HP Recommended

So after 3 weeks, my account is working. But I have no clue as to why. I changed nothing.

That's 3 weeks of an inability to print and big wild goose chase that amounted to nothing on the part of Hp Support.

I am right now trying to find out what changed, at HP, to get my account working. I need a clear answer.  This has happened before,, and I need to know what to say to HP when them goof up my account again (which they will) in the future.

HP Recommended

Still no information from HP support as to why my account is suddenly working. What use is HP?

They let you down at odd times and they don't own up to their mistakes.

I am going to get loud about this, and I am going get rid of my HP instant ink.

HP Recommended

Hi @SomeName599,

 

Welcome to the HP Support Community

 

I understand you are facing an Instant Ink issue with your HP Printer. Not to worry I will help you to get a resolution to resolve the issue.

 

To assist you better, I'm sending out a private message to assist you with the next course of action. 

 

Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link.

 

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!


ANAND_ANDY
I am an HP Employee

HP Recommended

Hi you give me a link that will work so that I can contact HP support again, when I am ready to debug this?

 

Thanks

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