HP Instant Ink Connection Issues

[Christine710]

Hello.  I joined up with HP instant ink and was currently using up personally purchased cartridges first.  I then received ONE black cartridge in the mail, because the black was low.  That black ran out today and so I replaced with the one sent from Instant Ink.  It has recognised the cartridge in my Instant Ink account.  But because I have no colour cartridge from them, I have to keep using the existing pre purchased colour cartridge.  The main issue though is the connection.  It simply can NOT recognise that my printer is connected and online, I mean, I've been printing from it all day!  Virtual Assistant help did not help, I turned everything off and then on again.  Apparently, it was a few weeks ago when our power went out, that I got an email from them saying that they had lost connection.  Well duh, the power is going to go out and come back on, can't stop that, we live in an area with power surges too.  So currently, it has not recognised that the power is back on and my printer is working, quite fine I might add, I love my little Envy, it prints 250 gsm card to perfection!  Please help, if you think you know what could solve this issue, thank you in advance!

[Meghana_10 · Accepted solution]

Hello @Christine710, Welcome to the HP Support Community. 

Thanks for reaching out about your query regarding the HP Envy 5000 printer. 

We appreciate the opportunity to assist you and are glad we could help work toward a resolution. We hope our support has been valuable.

To help us get started on resolving your issue, we would like to inform that the printer has placed an order for the color cartridge, and it will be shipped to you shortly. 

However, please follow the steps to reconnect the printer and sync the printer to instant account immediately to get the printer connected and online on the instant ink account. 
 

1. Use the touchscreen to restore Wi-Fi setup mode.

• On the printer control panel, touch the Setup icon or Wireless icon .
• Select Network setup or Settings, and then select Restore Network Settings.

Note: Your control panel might look different than the following example, but the steps are the same.
 

• If a confirmation prompt displays, touch Yes.
• Wait 60 seconds until the Wireless light blinks blue.
• Within two hours, return to the app or software to find and add your printer

Take care and have an amazing day!

[Christine710]

Thank you so much Meghana for your quick reply!  Yes I can see now that I have a colour cartridge coming my way, I also followed your instructions and in my account, my printer is now connected to the instant ink subscription.  Have a wonderful day!

[Meghana_10]

@Christine710 A huge thank you for marking this post as the 'Accepted Solution'! We're thrilled that we could help resolve your issue. 

If you have any more questions or need further assistance, please don't hesitate to ask. We're here to help! 

Thanks again for your confirmation, and we wish you an amazing day ahead!