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Instant Ink re-enrolment

HP Recommended
HP officejet pro 8715
Microsoft Windows 10 (64-bit)

I cancelled my instant ink at the end of january, due to current issues I decided to re-enrol. Got new cartridges which I installed but still get error message  cartridge cannot be used until printer is enrolled in HP instant ink. Contacted HP support  several times, reset web services about 50 times, network settings,-always unable to resolve the issue and closed the call with we will call you tomorrow but never did.  Nust have spent around 10hrs troubleshooting. Printer shows enrolled and online green tick box in my account page although the button at top right to refresh says cannot connect just now, clicked 50times no change. HP support said they had server issues. Latest call suggested doing semi full reset. Now I seem to be locked out of the printer, on powering up it just sticks on the screen with the cartridge error message and the touch screen is disabled.

Just wondering if there are any experts out there who may have experienced a similar issue.

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Hi @Marky_Mark1

 

Welcome to the HP Support Community. 

 

Please look for a private message from me requesting additional information. Keep in mind not to publicly post personal information (serial numbers and case details).

 

If you are unfamiliar with how the Community's private message capability works, you can learn about that here.

 

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

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Have a great day! 

Asmita
I am an HP Employee

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Thanks, after a number of hours spent with HP support they were unable to resolve the issue. They did however arrange for some standard cartridges to be sent out which at least has got the printer up and running again. So looks like their firmware updates have caused a problem that they are unable to resolve. I'm fairly sure rolling back to a prior firmware version would fix the issue but they don't seem to be able to do that.

Be alert for scammers posting fake support phone numbers and/or email addresses on the community. If you think you have received a fake HP Support message, please report it to us by clicking on "Flag Post".
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation