Incompatible HP Ink Cartridge error

[PekkaRox]

Our printer stopped printing last week, and displayed the message "Cartridge cannot be used until the printer is enrolled in HP Instant Ink". My wife contacted HP support, and after going through several several steps with her, they opted to send out a new set of catridges.

Those new cartridges arrived yesterday, and we thought we were in the clear, because it printed the alignment page, and all seemed well. My wife proceeded to print 5 or six pages, and then we got the same error message from the printer. Our Instant Ink account page shows the printer as enrolled, and there is a green check mark showing that it is online. But there is a message displayed in the top right corner of that same section saying "Unable to connect to the printer. Check your connection and try again later.

After trying again several times, to no avail, I tried moving the printer closer to the wireless router. This didn't help, so I moved the printer back to where it was, and set up a wifi extender between the 2. Still no luck.

From there I connected to the printer through the web browser to see if anything looked weird in there. Under Web Services, it shows the status as enabled, and internet connection as connected, But under "Printer connected to HP connected" it says it's not connected. Under Web Services settings, it shows HP ePrint as on, but HP Instant Ink as disabled

I can periodically get the printer to connect to HP Connected by refreshing the page, but nothing I do will changed the disabled status under HP Instant Ink.

On top of all that I have already described, we have also tried cleaning the connectors on the cartridges and the printer. And we have tried refreshing the claim code for the printer multiple times as well. It seems our issue is definitely a communication problem between the HP server and out printer, but we don't know what else to try to eliminate the problem. So I'm hoping someone here may know of something we missed. Thanks in advance for any help.

[Jay_G24]

Hi @PekkaRox,

I'd like to help!

I understand you are unable to connect to the instant ink server.

Please send us 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. 

Let me know. 

And, Welcome to the HP Support Community

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

Click the “Yes" on the bottom right to say “Thanks” for helping!

Have a great day!