HP Printer can't find web service

[Lex65]

HP ENVY PHOTO 6234 is connected to the internet (green point) and i can send everything from my iPhone and iPad.

But..HP Instant Inkstatus doesn't work: can't find the webservice.

The cartridges most be changed but HP doens't know.

Please help to restore the instant ink connectivity.

Thanks!

[Kumar0307 · Accepted solution]

Hi @Lex65

Welcome to the HP Support Community. I'd be happy to assist you. Let us try these steps to resolve this issue.

Make sure the printer is connected to the Internet.

Restart the network devices

1. Turn off the Router, Printer, and the computer/ mobile devices.
2. Wait for 60 seconds.
3. Turn on the Router first and wait for all the lights to stabilize.
4. Turn on the printer and allow it to configure itself.
5. Turn on the computer/ mobile devices.

As the issue is related to Instant ink cartridges, I need more information to help you out.

Since the instant ink account details are confidential, please send me the required information via private message.

I am sending you a private message with the information required.

• In order to access your private messages, click the private message icon on the upper right corner of your HP Forums profile, next to your profile Name or simply click on this link: https://h30434.www3.hp.com/t5/notes/privatenotespage

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.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

Have a great day! 

[GuidoB1]

Hello,

unfortunately these steps don't work for me.

Looking forward to hear from you. 

regards

Guido

[Kumar0307]

Hi @GuidoB1

Welcome to the HP Support Community.

To assist you better, what is the error message on the printer?

Which model printer are you using?

Are you using HP Instant Ink cartridges in the printer?

Keep me posted for further assistance.

[Maz005]

HP Envy 2020

The printer is connected to my router but I am getting the message that it’s not connected to the server to update ink status and I will not be able to print for much longer. 

I have followed various online instructions but the status in my HP account says the printer is offline.  I’ve switched off and back on the router and printer. Switched off and back on network services - it comes back on but I get an error code when it tries to find my email address.  I’ve reset my broadband router details.  I’m just not getting anywhere with this.

help!

[Kumar0307]

Hi @Maz005

Welcome to the HP Support Community. Could you kindly check the model of the HP printer you are using, as we do not have a HP Envy 2020 printer.

Refer to this document to know how to find the Product Name or Product Number.

Keep me posted for further assistance.

[Maz005]

Sorry mistype, it’s an HP envy 5020.

thanks

[Kumar0307]

@Maz005

Thank you for the information. Let us try these steps:

Reset the printer

1. With the printer turned on, disconnect the power cord from the rear of the printer.
2. Wait at least 60 seconds.
3. Reconnect the power cord to the rear of the printer.
4. Turn ON the printer, if it does not automatically turn on.
5. Wait until the printer is idle and silent before you proceed.

Note: HP recommends connecting the printer directly to a wall outlet rather than a surge protector or a power strip.

Update the printer firmware

Click here to know different methods of updating printer firmware.

Restart the web services on the printer

Refer to this document to know how to turn off web services. Wait for a while and turn it back on.

Let me know how this goes.

[Maz005]

Resetting the printer did not work.

Updating the firmware - when doing it on the printer I got the message cannot connect to server.  I then tried this on the website but it couldn’t find the printer and the printer does not have a USB port to connect it to.

Switching off webservices and back on again - when trying to acquire the email address I get the error code OXB81864CO.  I just had to switch it off and back on again to get rid of the error code.

so none of this has worked.

[Kumar0307]

@Maz005

I think this issue needs some additional technical assistance that can be better provided through one-on-one interaction with our HP Support team.

I would request you to contact them for further assistance.

1) Click on this link - www.hp.com/contacthp/

2) Select your product type below.

3) Enter the serial of your device.

4) Select the country from the drop-down.

5) Select the appropriate option based on your preference.

6) Fill the web-form and proceed further.

Keep me posted for any other assistance.