HP4120e issue with Instant ink and web services. Can't print (all January!)

[Gabs_]

I bought my HP Deskjet 4120e in autumn 2022, and I've alwyas had my Instant Ink account and cartridges.
During this time, I had trouble with connectivity twice (lost internet connection) but it resolved on its own in a couple of days.

Now, this time the issue is different.

I haven't been able to print anything since 3rd January, when the printer lost internet connection (or couldn't communicate with instant ink servers).
I've tried everything - troubleshooting, reset internet connection, reset to factory conditions, separating 2,4 and 5 wifi bandwidth (although I NEVER had any trouble with having them together in all this time), setting DNS to those recommended, anything really.

I contacted support multiple times, via phone or via whatsapp, but nothign they suggested has been of any help.

I feel very disappointed in HP for their unhelpful advice, and I've seen that the problem isn't only mine.

I'll share some information, so if there's anyone who's managed to solve this issue in any way maybe can help.

After factory reset, when the printer is in setup mode, I try connecting and configuring it using HP SMART (either via phone or from my laptop). I allow access to share my wifi password, the laptop connects to the HP SETUP "internet connection", then it freezes on "sharing internet information". After a few minutes I get the message "couldn't connect".

The only way I can get my printer connected to the internet is by manually activating "look for an internet connection" by clicking on the wifi button in the printer, and then activating WPS connection on my wifi router.

After the printer is connected to the internet, I can start its configuration using HP SMART - it then gets stuck on "now we need to install ink cartridges" - they are already in the printer (but I've tried also removing them before configuration) - so it doesn't complete configuration.

In the end, I end up with "you need to enroll to Instant Ink to use these cartridges". BUT I'M ALREADY ENROLLED!
Web services are OFF and they can't be turned ON again - when I try, I either get the "server is busy" message or "Log-out successfull - you've logged out".

Please, HELP before I throw the printer away and NEVER buy HP again.

[Rachel571]

Hi @Gabs_,

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

I understand that you're facing significant issues with your HP Deskjet 4120e and the Instant Ink service. It's frustrating to experience connectivity problems, . I'll try to provide some troubleshooting steps that might help you resolve the issue:

First,  Please uninstall the HP smart app.

Once done, Let's try a restore the printer to the original network settings.

To restore the printer to the original network settings 

• Disconnect the power cord from the router.
•  Turn off the printer.
•  Turn off the mobile device/PC.
•  Reconnect the power cord to the router, then wait for the Internet activity light to display a normal connected status.
•  Turn on the printer.
•  Turn on the mobile device/PC.
   

Run the setup wizard to get the printer connected to the new network. 

• Use the Wireless Setup Wizard from the printer control panel display to set up wireless communication. 
•  From the printer control panel, touch (Wireless). 
•  Touch ( Settings ).
•   Touch Wireless Settings.
•   Touch Wireless Setup Wizard.
•   Follow the display instructions to complete the setup.

Once done, Please reinstall the HP smart app, open the app, and click on add printer on top. Select your printer and follow the on-screen instructions to get your printer configured on the app.

For the setup cartridge error, To bypass the message on the printer the only option left is to perform an OOBE reset and re-initialize the printer.

1. Open the ink cartridge access door.
2. Press and hold the Wireless button for at least 3 seconds.
3. Close the access door. The printer begins initializing.
4. Press and hold i to print an info sheet and confirm success.

If initialization does not begin, repeat the procedure

I hope this helps.

Take care and have a good day.

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!

Rachel571 

HP Support