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Printer not connected according to Instant Ink page

HP Recommended
HP ENVY 5643 Print Scan Copy Photo
Microsoft Windows 10 (64-bit)

I recently upgraded my router to a Net Gear. Although my printer is printing sufficiently, the Instant Ink page is showing that my printer is not connected; there seems to be a DNS Gateway Problem. (Before the router upgrade this was not an issue) Since the Instant Ink page is showing that my printer is not connected, it will not read my ink levels in order to send me new ink cartridges when I need them. 

I have tried the following to correct the issue:

- turning the printer on and off

- troubleshooting through the HP page

- diagnostic testing through the HP page

 - downloading driver updates (wouldn't allow the updates)

- working through the AI assistant

I have not contacted a customer service representative, yet. That will be my next step if my situation is singular and no one in the community is able to assist me in resolving this issue. 

 

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HP Support Agent
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HP Recommended

@MielMO I recommend you click here to turn off the web service when done successfully, go ahead and click here to turn on the web services, and check if it works,

Meanwhile, here are a few things you may want to know about your HP Instant Ink account page before we get into the details of resolving your concern: Click here for FAQs.

  • Your HP Instant Ink account page contains the data on past deliveries and estimated shipments.  
  • It also helps you understand what state your cartridges are in based on HP's data,  
  • Any issues will be shown with its solution using a step by step approach, to make it easier for you!

Please check your account page to see the latest cartridge information by signing into your account at "instantink.com".    

If the suggested information can't be found, You may 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 as I've sent out a list of questions and I could provide a better solution once I have the answers: Click here for more details on how to access the private messages on HP Forums

 

P.S: Welcome to HP Community 😉

 

We eagerly await your response,

Help us, help you.

And Take care.

Riddle_Decipher
I am an HP Employee

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