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Common problems for INSTANT INK, HP+ PLANS: INK AND TONER
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‎06-20-2021 09:59 PM

HP Recommended
Product: HP ENVY 5010
Operating System: Microsoft Windows 10 (64-bit)

I have had this printer about 9 months and it has constant issues with the HP Smart application being able to connect to it, as it reports the printer is "offline" when it is turned on.  I used to have to reinstall the HP Smart app each time I wanted to print.  However, I now have the following (common?) issue that I cannot seem to resolve.

 

My printer is reporting it cannot connect to the HP Instant Ink website and it will stop printing if it does not get connected.  When I go to the Instant Ink website, it reports the printer is offline.  The printer is connected to the internet via my wireless network and I am able to print without issue.  The page counts on the Instant Ink website also increase when I print, but it still reports it cannot communicate with my printer.

 

I have rebooted the router.

I have reset and reconfigured the wireless settings on the printer.

I have checked for firmware updates.

I have powered down and unplugged the printer.

I have disabled and re-enabled Web Services on the printer.

 

When I attempted to re-add the printer to HP Connected, it reports there was an error and I should try again later.

 

I hope you are able to offer me some way to rectify this issue because I am almost at the point where I'll cancel my Instant Ink subscription and buy a Canon to replace it.

1 REPLY 1

‎06-23-2021 01:19 PM

HP Recommended

I tried calling HP Support to have them fix the problem.  The tech tried to reinstall Web Services and when that failed, he had me do a factory reset.  The printer was then unable to print at all as it has Instant Ink cartridges in it and still will not connect to Instant Ink.  He opened a case to have it investigated. That was two days ago and I still have not heard from HP nor am I able to use the Instant Ink subscription I am paying $14 a month for.  I submitted a request to cancel the Instant Ink subscription and will tossing this useless piece of junk in the garbage.  I used to think HP made the best printers on the market.  After this experience, I would never buy another one.

 

Thanks for nothing, HP.  I hope you feel the $14 was worth it.

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