MY OfficeJet Pro 8620 can't connect my instant ink account

[xzyvvy]

Note from moderators: this message was originally posted in another topic, but it was moved to a new one to give more visibility for volunteers that help customers in the Community.

Original topic URL: MY OfficeJet Pro 8610 can't connect my instant ink account - HP Support Community - 8556325

Reply:

Same issue with my OfficeJet Pro 8620. HP Smart shows that my printer connected with the service on Nov 12, 2022 6:15 PM. Since then my printer stopped syncing with the instant ink service. The printer connects just fine with both WiFI and Ethernet cable - no problems printing. Yet it keeps saying that it can't connect to the Internet.

Were there any changes made server side that prevent our printers syncing with the service?

[xzyvvy · Accepted solution]

It seems I managed to resolve this problem after following steps from https://h30434.www3.hp.com/t5/HP-Instant-Ink/All-officejet-pro-8610-printers-no-longer-working-with/... post. I had to remove existing Web Services configuration and set this up fresh. This process also generated a new email address and claim code for my printer (different than the previous one). After a couple of tries retries my printer successfully synced with HP Instant Ink.

It seems that this issue could be a widespread problem. It seems like it was caused by a server side change and this situation should never happen. Less tech savvy folks might have some trouble solving it.

Still thank you for figuring out the solution!