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Common problems for INSTANT INK, HP+ PLANS: INK AND TONER
We would like to share some of the most frequently asked questions about Instant Ink. Check out this link: HP INSTANT INK, HP+ PLANS: INK AND TONER. .
ldnl123
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I cannot print anything from my computer since HP printer cannot connect to the Internet

HP Recommended
HP Envy 4520
Microsoft Windows 10 (64-bit)

Hi, I am a user of HP Instant Ink and have connection problems with HP Envy 4520 printer. I logged a case with HP support but the whole experience was a waste of time: First time, the agent said they were going through maintenance so I needed to call again next day (which I did). The second time, I got transferred to technical support after answering a bunch of questions, again the line disconnected for no reason. I sincerely hope the community would be my last resort. 

 

The printer was always offline. I tried below options:

(1) connect the printer to the school's WIFI - not successful (it never worked!) 

(2) connect the printer to my computer mobile hotspot - it worked well before, but not anymore.

(3) connect other devices to my computer mobile hotspot - success, so there should be no problem with my computer's hotspot. The connection issue is with the HP printer.

(4) connect the printer to my iphone - it works well. But I need to print large documents from my computer and I cannot view the status of my Instant Ink paper since it is not connected. 

 

I've tried many self-help solutions and none of them actually worked.

Really appreciate your help. 

1 ACCEPTED SOLUTION

Accepted Solutions
Riddle_Decipher
HP Support Agent
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@ldnl123 Welcome to HP Forums Community!

If the printer connects to the iPhone, would that be the wireless direct? or are you referring to the hotspot on your iPhone? 

Also, since it doesn't seem to connect to other wireless networks, did you try reinstalling the printer drivers and initiating the wireless setup wizard?

(HP doesn't recommend using mobile hotspots for wireless printing as it requires more bandwidth than what a hotspot can offer)


If not, here's what I suggest you do:

  • Press "Windows key" + "r" to get the "Run" window.
  • Type "services.msc" to get Services - Go to "Print spooler" - Right-click and "Stop" the service.
  • Now again open "Run" - Type "spool" and ok - Go to PRINTERS folder - delete everything in that folder.
  • Go to services again - Start the print spooler.
  • Now check for issue resolution.
  • If the issue persists, unplug the USB cable from the printer (if present). 
  • Go to Control panel - Programs and feature - Select all the HP printer entries and uninstall them.
  • Now go to Control panel - Devices and printer - Select all the printer entries and remove the device.
  • Press the "windows key" + "r" to get the "Run" window open - Type "printui.exe /s" (There is a space between .exe & /) and press enter.
  • Under print server properties, go to drivers - remove any entry there as well.
  • Again, go to the Run window, type - "c:/programdata" - Go to the Hewlett Packard folder, remove any printer related folders & files.
  • Restart your computer.

Then, use this link to access the HP website, find the drivers compatible with your windows and install it: Click here to download,

And then, upgrade the printer firmware using this link: Click here & then, check if it works.

 

Since you have an instant Ink account, I could help you sort out any internal connection issues as well, all I need is your response to my private message.

Check next to your profile Name, you should see a little blue envelope, please click on it as I've sent out a list of questions and I could provide a better solution once I have the answers:
Click here for more details on how to access the private messages on HP Forums.

 

We eagerly await your response,

Help us, help you.

And Take care.

Riddle_Decipher
I am an HP Employee

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Riddle_Decipher
HP Support Agent
HP Support Agent
31,166 21,213 2,622 4,115
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@ldnl123 Welcome to HP Forums Community!

If the printer connects to the iPhone, would that be the wireless direct? or are you referring to the hotspot on your iPhone? 

Also, since it doesn't seem to connect to other wireless networks, did you try reinstalling the printer drivers and initiating the wireless setup wizard?

(HP doesn't recommend using mobile hotspots for wireless printing as it requires more bandwidth than what a hotspot can offer)


If not, here's what I suggest you do:

  • Press "Windows key" + "r" to get the "Run" window.
  • Type "services.msc" to get Services - Go to "Print spooler" - Right-click and "Stop" the service.
  • Now again open "Run" - Type "spool" and ok - Go to PRINTERS folder - delete everything in that folder.
  • Go to services again - Start the print spooler.
  • Now check for issue resolution.
  • If the issue persists, unplug the USB cable from the printer (if present). 
  • Go to Control panel - Programs and feature - Select all the HP printer entries and uninstall them.
  • Now go to Control panel - Devices and printer - Select all the printer entries and remove the device.
  • Press the "windows key" + "r" to get the "Run" window open - Type "printui.exe /s" (There is a space between .exe & /) and press enter.
  • Under print server properties, go to drivers - remove any entry there as well.
  • Again, go to the Run window, type - "c:/programdata" - Go to the Hewlett Packard folder, remove any printer related folders & files.
  • Restart your computer.

Then, use this link to access the HP website, find the drivers compatible with your windows and install it: Click here to download,

And then, upgrade the printer firmware using this link: Click here & then, check if it works.

 

Since you have an instant Ink account, I could help you sort out any internal connection issues as well, all I need is your response to my private message.

Check next to your profile Name, you should see a little blue envelope, please click on it as I've sent out a list of questions and I could provide a better solution once I have the answers:
Click here for more details on how to access the private messages on HP Forums.

 

We eagerly await your response,

Help us, help you.

And Take care.

Riddle_Decipher
I am an HP Employee

Was this reply helpful? Yes No
ldnl123
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Thank you very much for providing the solution. The printer now connects to my computer mobile hotspot after I tried below steps. 

  • Press "Windows key" + "r" to get the "Run" window.
  • Type "services.msc" to get Services - Go to "Print spooler" - Right-click and "Stop" the service.
  • Now again open "Run" - Type "spool" and ok - Go to PRINTERS folder - delete everything in that folder.
  • Go to services again - Start the print spooler.
  • Now check for issue resolution.
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Riddle_Decipher
HP Support Agent
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@ldnl123 That's awesome, I'm glad I could help sort that out,

Do you need any help with the Instant Ink account or are we good to go? Keep me posted

And have a great day, ahead.

Riddle_Decipher
I am an HP Employee

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ldnl123
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As the printer connects to the Internet now, my Instant Ink account is updated. Everything is good now. Thanks again. 

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Riddle_Decipher
HP Support Agent
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31,166 21,213 2,622 4,115
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@ldnl123 I'm glad its all okay, now.

Let us know if you need anything else in the future.

Have a great day, ahead.

Riddle_Decipher
I am an HP Employee

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