Problème avec mon compte HP

[CLAIRE0752]

Bonjour à tous,  je vous soumets le problème que je rencontre depuis plus d'une semaine. A l'allumage de mon imprimante, le voyant de couleur orange "Avertissement" clignote jusqu'au moment où j'appuie sur le bouton "Démarrer Copie/Reprendre". S'imprime alors une feuille de papier sur laquelle est mentionnée le texte suivant : "A problem has occurred with your HP account and you will be able be unable to print very soon unless the issue is resolved". To learn more, open the HP Smart app or visit www.hpsmart.com and sign in to your account".

Ce que j'ai fait, je suis allée sur mon compte HP et je ne comprends où se situe le problème évoqué dans le texte ci-dessus.

Si l'un de vous a rencontré la même situation, merci de bien vouloir me communiquer la solution.

Cordialement vôtre.

[FriendlyMod]

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Hope you are doing fine!

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[CLAIRE0752]

Hello everyone, I submit to you the problem I have been having for more than a week. When my printer is turned on, the orange color light "Warning" flashes until the moment I press the "Start Copy/Reprise" button. A sheet of paper on which is mentioned the following text: "A problem has occurred with your HP account and you will be able to be unable to print very unless the issue is resolved". To learn more, open the HP Smart app or visit www.hpsmart.com and sign in to your account."

What I did, I went to my HP account and I do not understand where the problem mentioned in the text above is.

If one of you has encountered the same situation, please communicate the solution.

Best regards

[CLAIRE0752]

Hello everyone, I submit to you the problem I have been having for more than a week. When my printer is turned on, the orange color light "Warning" flashes until the moment I press the "Start Copy/Reprise" button. A sheet of paper on which is mentioned the following text: "A problem has occurred with your HP account and you will be able to be unable to print very unless the issue is resolved". To learn more, open the HP Smart app or visit www.hpsmart.com and sign in to your account."

What I did, I went to my HP account and I do not understand where the problem mentioned in the text above is.

If one of you has encountered the same situation, please communicate the solution.

Best regards

[VikramTheGreat]

Hi @CLAIRE0752,

Welcome to the HP Support Community.
 

Thank you for explaining the issue and the exact message shown by the printer. The message “A problem has occurred with your HP account…” is generally related to the HP account or a connected subscription/service associated with the printer.
 

To help narrow this down, are you currently enrolled in HP All-In Plan or HP Instant Ink?

If so, check the following in your HP account:

• Confirm the subscription is still active.
• Check whether the payment method/credit card has expired or needs to be updated.
• Check for any outstanding payment or account suspension.
• Make sure the printer is associated with the correct HP account.

If the account or payment status is suspended, printing can be restricted until the account issue is resolved.
 

If everything appears active in your account but the printer continues to display this message, we can check the printer/account association more closely. For privacy, send the registered HP account email address or the printer serial number to us in a private message, rather than posting it publicly. We can then review the details and guide you with the appropriate next steps.

Take care and have an amazing day!

[CLAIRE0752]

Hello VikramTheGreat. Thank you for your diligent response that opened up some research leads for me to solve my problem with my HP account.

This morning, I checked my HP account, with my email address, the one I have been using for almost 20 years, since I used HP printers.

I have no contract with HP All-in Plan, or HP Instant Ink. My bank details or credit card are not mentioned in my account. I don't owe any money to HP.

My account is active for my printer, my computer’s HPSmart app, like my mobile phone’s HP app, indicates the right level of the toner cartridge. But it's not the same with my account.

I remembered that the problem appeared after the change of toner cartridge, original cartridge 142A, still brand HP.

You offer to provide you with my email address in private. Please tell me the procedure to follow to do so.

Hoping that my answers to your questions will help find a solution to this problem,

Best regards

[VikramTheGreat · Accepted solution]

Hi @CLAIRE0752,

Thank you for taking the time to check your HP account and for explaining everything so clearly. I can understand why this would be confusing, especially when your HP account shows no subscription or payment information, while the HP apps are correctly showing your toner level.
 

Based on what you have described, there is no need to share your email address publicly. Please do not post your email address or any other account or payment information here.
 

Since the issue appeared after replacing the toner and your HP account itself appears to be active and correct, I'd like to first check the printer's Embedded Web Server (EWS)/Web Services connection, as this can sometimes cause account or printer-status information to become out of sync.
 

Please try this on the printer

1. On the printer's control panel, open Setup or Settings.
2. Look for Web Services.
3. Select Remove Web Services or Disable Web Services.
4. Confirm the removal/disable option.
5. Turn the printer off.
6. Wait about 60 seconds, then turn it back on.
7. Once the printer is ready, check your HP account and the HP app again to see whether the information is now synchronized.

After checking, you can enable Web Services again from the printer's control panel if you need the connected HP features.

If the wording or menu options are different on your printer, please send me a photo of the printer's Web Services/settings screen. I can then guide you based on exactly what you see.z
 

I appreciate you confirming that there is no HP All-in Plan or Instant Ink subscription and no payment information associated with the account. That helps narrow this down considerably, and I would prefer to troubleshoot the printer's connection first rather than have you make unnecessary changes to your HP account.
 

Please try the Web Services reset and let me know what happens afterwards. We'll take it one step at a time.

[CLAIRE0752]

Hello Vikram. Thank you for your valuable advice. So this morning, I opened the HP Smart app to implement the indications you provided to me. When I arrived on the "Settings" page, I clicked on the "HP Web Services" tab, and I found that these services were disabled. So I clicked for the activation of these services, which took a few minutes. This was followed by the immediate update of the information in HP Smart, as well as on my mobile app. The "Warning" light of orange color that flashed as soon as the printer was started, no longer flashes.

I don't know how my printer could have been disabled. But I now know the procedure for a possible check, in case it is repeated.

All my thanks for your precious help, and this "step by step" that allowed me to understand and repair. I give you 20/20 for the quality of your intervention. 🏅😆

Best regards.