Instant Ink can't see my printer

[GRM3]

We had a new router 6 weeks ago and it took me 4 days to connect the printer to it.

Last week the printer lost its connection and I've been going around in the same pattern of turning on/off, deleting, resetting and completing the setups with very little success.  

Yesterday, I finally got it back onto the internet and HP Smart could see it but when I put in the Instant Ink cartridges HP Smart said they needed a subscription with Instant Ink - 6 weeks ago I didn't have this problem. 

So, I logged onto Instant Ink and my printer had disappeared from the account.  I went through their recommended process of doing a factory reset and have managed to get it so that HP Smart can see my printer, with incompatible cartridges, Instant Ink has the printer on the account with a subscription but can't connect - this is the main sticking point now.

I can send print and the printer whirrs but obviously is unable to print as the cartridges aren't recognised.

Help! I know I can buy cartridges and ditch Instant Ink or for a few pounds more just buy a non-HP printer.

[Raj_05]

Hi @GRM3,

Welcome to HP Support Community.  

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

If HP Instant Ink is unable to detect your printer, there are a few steps you can take to troubleshoot the issue.

• Compatibility: Ensure that your printer model is compatible with HP Instant Ink. Not all HP printers are eligible for the Instant Ink service, so double-check the compatibility list on the HP Instant Ink website.
• Registration: Make sure you have properly registered your printer with HP Instant Ink. Follow the registration process provided by HP, which usually involves creating an account and associating your printer with it.
• Connection: Ensure that your printer is properly connected to the internet. HP Instant Ink requires an internet connection to communicate with your printer and monitor ink levels. Check your printer's connectivity settings and ensure it is connected to your Wi-Fi network.
• Firmware Update: Check if there are any firmware updates available for your printer. Outdated firmware can sometimes cause compatibility issues. Visit the HP support website, enter your printer model, and download any available firmware updates.
• Ink Cartridge Setup: Make sure you have correctly installed the ink cartridges in your printer. Improper installation can prevent HP Instant Ink from detecting ink levels. Remove and reinsert the cartridges if necessary, following the instructions provided by HP.
• Restart: Try restarting both your printer and the device you are using to access the HP Instant Ink service. Sometimes, a simple restart can resolve connectivity or communication issues.

I hope this helps. 
 

Take care and have a good day.

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Alden4
HP Support 

[GRM3]

Hi Alden4  Thanks for the response but this printer has been working for 2 years.  I see so many people having problems with the Offline errors that there is something fundamentally wrong with the printer design.  I think I've narrowed it down to the wifi feature that seems to not be able to interpret incoming network information.  This printer has been registered and enrolled with instant ink and working OK. I say only OK as when sending to print I would receive the "printer is offline" message followed by the printer printing out. 

We recently got a new router and it took me 4 days of going around in circles until I could get both HP Smart and Instant Ink to recognise the printer and cartridges. Then just over a week ago it fell of the network and I have been unable to get it back on. 

The HP printer still works if I hardwire it or use wifi/bluetooth to my pc with non instant ink cartridges.

Yesterday I bought a Canon printer so I guess my printing issues have been resolved.

[Raj_05]

Hi @GRM3,

Thank you for your response, 

Due to limited support, I would request you contact our HP Support and our Support Engineers should be able to sort this out. HP Support can be reached by clicking on the following link.

https://www.hp.com/contacthp/

Please feel free to contact us here anytime you need any further assistance.

Have a great day!

Alden4
HP Support