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HP Officejet Pro 8620 e-All-in-One Printer
Microsoft Windows 10 (64-bit)

My HP Officejet Pro 8620 has again fallen over due to it disconnecting to HP Web Services and is failing to print because it cannot report the number of pages it is printing to Instant Ink service.

 

I have had this issue many time before but HP technical support have provided resolution, but for whatever reason it reoccurs, and HP cannot provide a definitive reason why this keeps occurring.  Since the last reported occurrence 6th Nov 2011 my printer has been functioning successfully but again connectivity to HP Web Services got disconnected with no way to reconnect, resulting in my printer not printing.  For full context the previous ticket discussion is https://h30434.www3.hp.com/t5/HP-Instant-Ink/HP-Officejet-8620-unable-to-print-because-it-cannot-con...

 

I have tried all possible settings to try to resolve this and get my printer connected with no success.  I would like HP technical support to assist in resolution as has been done before as I have an active Instant Ink subscription.  If there is no progress I will have no choice but to stop my Direct Debt to Instant Ink, which is not the route I'd like to proceed with as I need the service.

 

The printer is connected wired (Ethernet Cable) directly to my ISP router and there has been no change in my setup - settings have never changed.  I have tried the following to connect to Web Service with the same error message:

 

1) Press on 'Connect' button in Web Services option - results in error Unable to connect - check you do not have a proxy

2) Reset the printer by removing power cable while printer is turned on, waited 60 secs and re-plugin - results in no fix

3) Factory Reset option selected and attempt to setup from scratch but again fails to connect to Web Services

3) Reboot router to tried to configure the printer again - still no resolution giving same error

4) Tried to connect printer over 2.4GHz WiFi (single band, 5GHz band disabled) - gave same error

5) Attempted to connect over my mobile hotspot using mobile network to eliminate my ISP - gave same error

 

I have exhausted all options to try to resolve and I need HP assistance to confirm if they can see me printer or not and resolve this issue as they had done before.  Previously, a number of options were explored such as an account hard reset and issuing me with new ink cartridges which had resolved the issue.  This sounds like a problem on HP end with my account.

 

Once resolved I would like a detailed understanding why this keeps happening - it is an inconvenience.

 

Please note that this is not a printer firmware issue as this route had previously been explored and the printer is on the latest firmware.  With that not changing it is something to do server-side that is not accepting the connection attempt.  There is no proxy setup and I've also ruled out my ISP.

 

I look forward to you quick response and timely resolution as I am unable to print which is impacting my work.

 

Regards,

Manjit

 

1 REPLY 1
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Hi @Manj75,

 

Welcome to the HP Support Community. 

 

I'd like to help!

 

This situation will need additional support from our internal teams in HP as we have limited support boundaries in the support community as of now.
I would request you to reach out to our support. For that to happen, we will give you additional instructions/information via Private Message.

 

Please check your inbox on the forums page for the private message.

 

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!

Elohi_NR
I am an HP Employee
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