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Common problems for INSTANT INK, HP+ PLANS: INK AND TONER
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HP Officejet Pro 8620 e-All-in-One Printer

I tried to enroll my printer into HP Instant Ink.  However, when I pressed the ePrint button on my printer or tried Web services -> Display Email Address, it said that there was no internet connection.  Furthermore, the Instant Ink overview page said that it can't sync to the printer, (I tried several times) and I eventually get a message that the connection to the printer was lost, and I need to connect the printer to the internet.

 

Please note that the printer is still connected to the LAN, I can still print over my LAN, and check for update returns a result.  If I print a network report, it says that the internet is connected.  However, ePrint and Web Services -> Display Email Address report no connection to the internet.

 

After a factory reset, it worked again, and I was able to set up Instant Ink on my printer. Syncing between the printer and my website also worked. However after an hour, it stopped working again.  This is an ongoing problem - after a factory reset, it wor,ks for another hour, then it doesn't work, so another factory reset fixes it, etc. etc.

 

The only thing that seems to cause the problem is being connected to the LAN via the ethernet port.  I don't know if it has to be connected for the full hour or just a short time.

 

If I do the hardware reset and connect via wireless LAN without first connecting via ethernet, the problem goes away and doesn't seem to come back comes back sometimes after a longer time.  However, if I plug in the ethernet plug, even if I unplug it after a short time, the problem comes back after an hour or so.

 

When I have this problem, I tried the following steps without success:

* Changing to proxy from Automatic to No Proxy or vice versa (setting appears on the printer when the No Internet message appears)

* Resetting the network defaults

* Unplugging and plugging in the ethernet port

* Switching from ethernet to wireless LAN and vice versa

* Switching from my normal wireless LAN to a different wireless LAN

* shutting down and restarting the printer

* shutting down and restarting the wireless router

* Run HP Smart and gone though lots of settings and even changing some.

 

Only a factory reset fixes this, and only temporarily.

 

In attempting to fix this bug, I've noticed three other things within the printer's settings which may be bugs, but I'm not sure.

* The printer's self-signed certificate has an expiry date in 1904

* The network domain name (IPV4/IPv6) is set to modem, but my local domain seems to be called local.

* Factory reset (via the printer console) doesn't reset everything, e.g. the mail settings for notifications (e.g. low-ink, out-of-paper etc.).

 

Correcting these does not prevent the problem from happening nor does it fix the problem.

 

Is there a way to fix this?

1 REPLY 1
HP Recommended

Hi @Liron,

 

Welcome to HP Support Community.  

 

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

 

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 

I am an HP Employee.
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