InstantInk connection to HPConnected has stopped working.

[WEarlB]

Printer not communicating with "InstantInk.HPConnected.com."  Printer not updating usage information.  Cannot connect to the site via laptop or mobile device either.  Can connect if I add "/US/EN/L" to the web address.  The "english" connection sees my account, but fails to connect to the printer.  Can print, can see other 802.11 networks outside of our house.  Not sure how to resolve this issue.  Thanks for your advice!

[Anand_Andy]

Hi @WEarlB,

Welcome to the HP Support Community

I understand you are facing an issue with your HP Officejet Pro 8610 E-All-In-One Printer. Not to worry I will help you to get a resolution to resolve the issue.

Let's perform a power drain: 

• With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet.
• Remove USB cable, if present.
• Wait for 2-3 minutes, press and hold the power button on your printer for about 30 seconds to remove any additional charge.
• Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord (This is important) and then plug back the power cord to the printer.
• Turn on the printer and wait till warm-up period finishes and the printer is idle

Update the printer firmware 

• Click here to download and install the latest printer firmware from your product
• Click here to know different methods of updating printer firmware.

If the issue persists, then please follow the below steps: 

Restart the computer, printer, and router

• To resolve many connectivity issues, restart the computer, printer, and router.
• NOTE: The following steps temporarily disconnect network and Internet connections, and require restarting your computer. Complete any tasks or downloads in progress before you continue.
• Turn off the router by pressing the power button or disconnecting the power cord.
• Turn off the printer.
• Close all running programs on your computer, and then shut down the computer.
• Press the power button or reconnect the power cord to the router, and then wait for the Internet activity light to display a normal connected status.
• Turn on the printer.
• Turn on the computer.
• Try to turn on Web Services.
• If the issue persists, continue to the next step.

Let's disable webservices and re-enable it

• Touch on the wifi icon ((i)) on the printer, and take down the IP address
• Open a web browser (ex Chrome or Mozilla) and type in the printer's IP
• click on webservices and remove webservices and re-enable it

Hope this helps!

Please click “Accepted Solution” on my public post if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

[WEarlB]

Hi Andy & thx for your detailed reply.  The techs @ HP tried all of this.  Conclusion is that my 7yo printer is no longer eligible for firmware updates, so no longer can sync with them.  Have a new 6455e & it's working just fine. 

Take care,

[Anand_Andy]

@WEarlB,

I'm sorry to know that. However, I understand you have purchased a new HP Printer and it is working fine now.

 If you need further assistance feel free to reach out to us. 

If the information I've provided was helpful, give us some reinforcement by clicking the Accept as Solution and Kudos, Thumbs Up buttons on the public post, that'll help us and others see that we've got the answers!

Have a great day ahead!