Instant Ink not connecting to network

[TonyPu]

I have a strong internet connection on my 8620 but Instant Ink keeps asking me to connect to the internet. Ive tried all the basics. Shutting down the laptop and restarting. The same with the printer. Rebooting the router etc.

[TonyPu]

I have a strong internet connection on both my laptop and 8620 printer. I have been on Instant Ink for a few years. I even had online help where they accessed my laptop to troubleshoot, but my printer still won't connect to my Instant Ink, so I can't print or copy.

[VikramTheGreat]

Hi @TonyPu,

Welcome to the HP Support Community.
 

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

I can imagine how confusing this feels. The HP Officejet 8620 printer shows it’s connected, your internet is strong, yet Instant Ink keeps insisting it’s offline. It’s like everything looks right, but something small in the background isn’t syncing properly. Let’s gently reset that connection path and bring everything back in line.

STEP 1: Verify a live Wi‑Fi connection on the printer screen

Stand at the printer.

1. Tap the Wireless (📶) icon
2. Confirm all of the following: Status shows Connected > Signal bars are solid > An IP address is displayed (for example, 192.168.x.x)

This confirms the printer is physically on the network.

STEP 2: Remove Web Services from the printer

This clears the frozen Instant Ink session.

1. On the printer touch screen, tap Setup (⚙️)
2. Tap Web Services > Tap Remove Web Services > Confirm the removal
3. Allow the printer to restart on its own

The screen will go dark, the fans will quiet, and the printer will reboot cleanly.

STEP 3: Power reset to flush cached network data

1. Leave the printer ON
2. Disconnect the power cord from the rear of the printer
3. Unplug the power cord from the wall outlet
4. Wait a full 60 seconds
5. Plug the power cord directly into a wall outlet
6. Reconnect it to the printer
7. Power the printer ON and wait until it is completely idle

STEP 4: Re‑enable Web Services and lock in the connection

1. On the printer touch screen, tap Setup (⚙️)
2. Tap Web Services > Tap Turn On Web Services > Allow the printer several minutes to connect
3. Accept the Terms and Conditions on the printer screen
4. Print the Information Page when prompted

This step creates a fresh, secure channel to HP servers and re‑authenticates Instant Ink.

STEP 5: Confirm Instant Ink status from your account

On a computer or phone:

1. Go to: instantink.hpconnected.com/us/en/l/v2
2. Sign in to your HP account
3. Select My Printers
4. Confirm the OfficeJet Pro 8620 shows: 
   • Connected
   • Ready

When this status updates, the printer immediately unlocks printing.

I hope this helps.

Take care and have an amazing day!