Relinking printer to Instant Ink after removing and readding web services

[MissingDamaged]

Hi, I have a HP 8710 OfficeJet Pro which has been giving the "One or more cartridges are missing or damaged" error for all 4 cartridges (3 color + 1 black) for the past few months.  The printer is enrolled in a legacy Instant Ink plan which is no longer available.

I have tried getting a new HP printer and was going to replace the old printer with the new HP printer to get around the problem, but the issue is that the system won't let me keep the legacy ink plan.  So I need to get the old printer working.

I tried the standard troubleshooting of cleaning the cartridges and replacing with new Instant Ink cartridges, none of which solved the issue.

The Instant Ink rep suggested removing & readding back the web services if the error does not go away even after replacing the old Instant Ink cartridges with Instant Ink cartridges from the new shipment.

Replacing the old Instant Ink cartridges with the new set didn't solve the problem , so I followed the agent's advice of removing and readded back the web services without issue, both from the printer's touchscreen and from the embedded web services, but ever since the first time I removed the web services, the "Overview" page in the HP Instant Ink portal now says: "Unable to connect to the printer" (previously the printer would sync properly).  Also, in the HP Instant Ink portal, next to "Ready to print," instead of the usual green dot, it now has a grey  dot with a question mark.  Putting the cursor over the question mark displays "Printer Unknown Please enable HP Web Services to start your HP Instant Ink service!"

I noticed that the email address of my printer changes each time I removed and readded the web services, and the actual email address of my printer is no longer the same as the email address in the HP ePrint portal.

In fact, it seems the connection between my printer and Instant Ink has been severed after I removed and readded the web services.

I called HP Instant Ink support and the agent had me sign into the HP Print app and add the printer there (didn't solve the problem) and then she tried having me set the printer's time (it was off by a few minutes), changing my printer's DNS servers (not sure why because the printer's blue connectivity light was sold blue and the printer had no issues connecting to the internet) and toggling on and off the HP ePrint and HP Print Apps settings as well as also removing and adding back the web services twice.  However, she was unable to figure out how to get my printer to link back up with Instant Ink, and she said she had some problem with the system on her end, so she needs to call me back today.  Unfortunately, I have not received a callback yet.

Could someone please help with the instructions to link the printer back with my active Instant Ink subscription?

Thanks!

[MissingDamaged]

The agent called back and told me it takes some time for the system to relink me by itself, so now it is relinked.

But, even though my printer has a green checkmark next to "Connected" and it is "Synced" successfully, my printer is missing from the "Printers" tab of the portal.  (And even though my printer is still missing from the "Printers" tab and I still cannot print due to the same error message about the cartridges being missing or damaged, she sent me an email the next morning saying that she closed the ticket.)

I see from Claim Code without printing and without display - HP Support Community - 7959865 that I can try to add the printer using the part of the email address before @hpeprint.com so I tried to do that at the HP Smart link, but I always get "Request failed with status code 500"

How do I add the printer back to the "Printers" section of my Instant ink account?  Right now my account is in a weird state where the printer is hooked to Instant Ink but not in the "Printers" section or dashboard of my Instant Ink account, so it is half connected and I cannot print.

I also get a message in HP Smart that there's an important message for me at HP Instant Ink, but when I click the link there is no message.  Is someone from HP able to see the important message and tell me what it is?

Thanks!

[VikramTheGreat]

Hi @MissingDamaged,

Welcome to the HP Support Community.
 

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

We understand how important it is for you to keep your legacy Instant Ink plan active, and we will guide you through the correct steps to restore the connection.

From what you’ve described, there are two separate issues happening together:

1. Cartridge error: “One or more cartridges are missing or damaged”
2. Printer no longer linked to Instant Ink after Web Services reset

We will address both step by step.

Step 1: Fix the cartridge detection issue first

Instant Ink will not reconnect properly if the printer cannot recognize the cartridges.

Please try the following:

1. Turn the printer ON
2. Open the cartridge access door
3. Remove all 4 cartridges
4. Check for:
   • Protective tape is still on the contacts
   • Ink or debris on copper contacts
5. Gently clean the cartridge contacts and the carriage contacts using a lint-free cloth
6. Reinsert the cartridges firmly into their correct slots
7. Close the door and restart the printer

If the error still shows for all 4 cartridges, this usually indicates a carriage or contact hardware issue, not all cartridges failing at once.

Step 2: Restore the Web Services connection properly

Since the printer email address changed, the Instant Ink service lost the link to your printer. We need to re-establish it correctly.

1. On the printer touchscreen:
   • Go to Setup → Web Services → Remove Web Services
2. Restart the printer
3. Go back to Web Services → Enable Web Services
4. Wait until a new printer email address/claim code is printed

Step 3: Re-link the printer to your Instant Ink account

1. Sign in to your HP Instant Ink account
2. Go to My Account → Printers
3. If the old printer shows as offline or unknown:
   • Remove or ignore the old instance
4. Click Add Printer / Enroll Printer
5. Enter the new claim code printed from the printer

This step is critical. Without adding the new claim code, the printer will remain in “Unknown” status.

HP Source Guide: https://support.hp.com/us-en/document/ish_3259778-1993151-16

I hope this helps.

Take care and have an amazing day!
 

Did we resolve the issue? If yes, please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!

Regards,

VikramTheGreat

[VikramTheGreat]

Hi @MissingDamaged,
 

I hope this helps.

Take care and have an amazing day!

[MissingDamaged]

Hi @VikramTheGreat

Thanks for your message!

I can perform Step 1 and items 1-3 of Step 2 without issue.

I am stuck at Step 2 - item 4.

I cannot print the claim code because I have the "One or more cartridges are missing or damaged" error.

From my previous message:

---

I see from Claim Code without printing and without display - HP Support Community - 7959865 that I can try to add the printer using the part of the email address before @hpeprint.com so I tried to do that at the HP Smart link, but I always get "Request failed with status code 500"

---

Could you please help with item 4 of step 2?

Thanks!

[VikramTheGreat]

Hi @MissingDamaged,

Thank you for getting back and keeping us informed.
 

At this point, we have exhausted all the available troubleshooting options from our end. It appears that this issue requires Live Lens support, where a support specialist can further diagnose the problem.
 

If your device is under warranty, this service will be provided at no cost. However, if the device is out of warranty, the support may be chargeable. The support team will be able to confirm this and guide you accordingly.

To get you the best assistance, we need to take this conversation to a private chat. We're inviting you to a private message to protect your privacy and ensure that any sensitive information remains confidential. 

To access your private message, just click the little blue envelope icon on the upper right corner of your HP Community profile, next to your profile name.  

We're looking forward to helping you resolve this issue! 

Stay tuned, and thanks for your patience! 

[MissingDamaged]

Hi @VikramTheGreat,

I did try the HP phone support.  But the agent couldn't figure it out either even after viewing my computer screen and my printer touchscreen using my phone's camera and so she closed the ticket.  I was hoping someone from here might have more ideas!

Also, could you please tell me what the important message at HP Instant Ink is?  From my previous message:

---

I also get a message in HP Smart that there's an important message for me at HP Instant Ink, but when I click the link there is no message.  Is someone from HP able to see the important message and tell me what it is?

---

Thanks!

[InksterBLVD]

I have the same problem (relinking a printer to Instant Ink).  I have removed and re-enabled web services and then added the printed to the HP Connect account using the printer claim code.  When looking to ‘enroll or replace’ the printer on the Instant Ink page, it says I cannot replace the printer on the existing plan and I need to upgrade it.  I have no intention of upgrading the plan, I just want the existing printer to be connected to the existing plan and working again.  How can this be done?

[MissingDamaged]

I think you're ahead of me.  I couldn't even get it to print the printer claim code and it won't accept the code from following the instructions at https://h30434.www3.hp.com/t5/Mobile-Printing-Cloud-Printing/Claim-Code-without-printing-and-without... in my case.