Printer Online - does not connect to Instant Ink

[kaavik47]

My printer is connected to wifi, but it cannot connect to the Instant Ink server.  Every time I try, it stalls on "checking enrollment status" and then tells me my printer is not connected to the internet.  I can see that it clearly is connected.  I have also tried doing the same thing through the HP smart app, with the following result - "Unable to communicate with the Web Services server.  However, you may still be able to use some of the printer's We Services features."  I am able to print with no problems.  I have been able to connect with the Instant Ink server for short periods of time in the past, but it always seems to fail again, and then I get emails that I'm not connected.

I have tried disconnecting wifi and re-connecting.  Also turning off the printer and unplugging the printer as suggested in other help topic threads.

Thanks in advance for your assistance.

[Jay_G24 · Accepted solution]

Hi @kaavik47,

Welcome to the HP Support Community

I'd like to help!

I understand you are unable to connect the printer to the instant ink server 

Please send us a private message with your Instant Ink account details or you may also respond to the private message I've sent out and I'll help you out, accordingly. Check next to your profile name, you should see a little blue envelope, please click on it. 

Let me know. 

[SueB531]

hello,

I have this problem too.

what is the resolution please

[kaavik47]

This is what they sent me in the message:

Try the steps below to connect the printer to the instant ink server-

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

If the issue persists,

Check the Internet proxy server settings

For networks that use proxy servers, update the Web Services settings in the printer EWS with the proxy information.

Locate the Internet proxy settings.

Windows: Search Windows for Internet, and then click Internet Options in the list of results. On the Internet Properties window, click the Connections tab, select your network, if necessary, and then click Settings.
The network settings menu displays with the proxy settings.
From the EWS, click the Web Services tab, and then click Proxy Settings.

Type the Address and Port values for your proxy server connection, and then click Apply.

Try to turn on Web Services.

Update the printer firmware

HP regularly releases printer updates. Updating the printer firmware might resolve the issue.

Refer -- HP Printers - Updating or Upgrading Printer Firmware 

Refer to -https://support.hp.com/us-en/document/ish_4152459-4016255-16