HP Officejet 8620 unable to print because it cannot connect to HP web services AGAIN!!!!!!!!

[Manj75]

TO HP TECHNICAL SUPPORT - PLEASE MAKE CERTAIN THAT YOU READ THIS IN FULL

I am already subscribed to Instant Ink and my printer has lost connection and is unsuccessful to connect to the HP Web Services, which is required for Instant Ink to count the pages printed on my account.

THIS IS THE 3RD TIME THIS HAS HAPPENED AND I AM GETTING FED UP OF HP SUPPORT WHICH IS A DISGRACE OF A SERVICE!!!

The first time this happened was in Feb 2020 and I posted on this forum and was able to resolve the issue as detailed in the post: https://h30434.www3.hp.com/t5/Mobile-Printing-Cloud-Printing/HP-Officejet-8260-suddenly-unable-to-pr...

The second time it happened was around the end of 2020 and this time following the steps for the first incident did not resolve the issue.  Called into HP support and was informed that the only way to resolve was a hard factory reset which required a Welcome Starter pack of Ink Cartridges.  You can see on my account history that around Nov 2020 this was sent, after receiving them I was contacted by the same support agent again who then guided me through step-by-step to hard factory reset and insert new cartridges.  This resolved the issue.

In both incidents I have not been informed of the root cause of the disconnection and failure to reconnect to Web Services.

Fast forward to May 2021 and this has happened again and currently not resolved by HP Support to this day.

I had called HP and raised a ticket at the start of May and called and spoke to an offshore agent in the Philippines - nice person but had no clue how to resolve so advised me that he will call back after seeking Senior Technical Help.  I got a call back on 2 occasions and answered but no one spoke and the case ticket was just closed without resolution.

I subsequently called again having raised another ticket and now angry and frustrated I spoke to another offshore agent named Ravi, likely in India.  I explained all the above and again this one had no clue and said the same that he'll seek Senior Technical advise and call me back, which to this day I have not been contacted my HP.

Now, I am first posting on this forum and proceed with a rant...

HP Technical Support is a joke - you are not interested in assisting although I received a reasonable resolution for the first 2 incidents, this 3rd I have been massively let down.  I am a paying customer to the Instant Ink service and I get the worst service ever.

What I want is someone who has the knowledge/expertise to be able to resolve this and tell me of the root cause as to why it keeps happening so it won't ever happen again.  I run a business and this is impacting me.  I bought the printer and been with Instant Ink for some time now and never experienced this issue until start of last year when it first happened - WHY?

I've not had any apology from HP and just keep getting fobbed off.  Now, can someone at HP support step up and sort my issue now!!!!

Btw - it is not my ISP/Internet connection as I've tried to connect the printer using my 5G mobile hotspot and see the same failure.  Also, I'm very IT competent which is my field so want a full explanation as to the incident root cause so it never happens again.

[Manj75]

I have now created a case, [Personal Information Removed], and in discussion with H/W support agent, Madalina.

She has suggested that the issue may be because of the Firmware version installed is not the latest that is supported on the HP website.  However, the issue is that when trying to install the latest firmware it is flagged up as Status = Not Applicable and unable to proceed.  I understand this status of N/A is shown if the printer thinks it has a firmware later than the one trying to install.  So this is a deadlock.

Current firmware is: FDP1CN2022AR

Firmware on HP website is: OJP8620_1910A

Can a HP expert please respond with some assistance to get a force firmware upgrade on the printer, there must be some way to override the check and force it.

Btw, I was also informed that a 2 band ISP broadband router may be an issue too, i.e. WiFi on both 2.4GHz and 5GHz not sure how accurate this is - how can this affect it not connecting up to the Web Services?

Issue still not resolved and the saga continues.

Exhausting all routes I will be cancelling my Instant Ink sub and direct debit, but will wait until I get a callback from the agent tomorrow, but I've been here before.

[Kumar0307]

@Manj75, Welcome to the HP Support Community!

I understand the printer is not connected to the web services and this has been an intermittent/repeating issue.

There is no way to force a firmware update. The 2 methods available are:

Click here to download and install the latest printer firmware from your PC.

Click here to know different methods of updating printer firmware.

Make sure you have tried the steps mentioned in this document - Cannot Connect to Web Services

Yes, a dual-band router with the same SSID may cause this issue. 

• Make sure the printer and the PC are connected to the same wireless network. Either 2.4 or 5GHz network.
• If you have a Dual-band router and both 2.4GHz and 5GHz networks share the same name/SSID, the printer will not be able to connect to the network. In this case, contact your Internet service provider to assign different names to both networks.

Restart Web services 

Click here to know how to turn off web services. Refer to this document to know how to turn it on.

Have you checked your HP Instant Ink account page? Your Instant Ink account page will have notifications if there are any issues with the account or recent cartridge shipment, it will even provide solutions on how to fix the issue. You may log in to your HP Instant Ink account page from here.

If the suggested information can't be found, please send me a private message with your Instant Ink account details or you may also respond to the private message I've sent out and I'll help you out, accordingly. Check next to your profile name, you should see a little blue envelope, please click on it.

Hope this helps! Keep me posted. 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

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Have a great day!