Rollover pages and saying printer offline

[HilsB]

Hi I have had an email from HP saying printer offline but having checked it is online! Confused….we did have an issue a week ago with WiFi connection, but this was sorted and reconnection with the printer applied….in addition, I have just checked account and all our rollover pages have disappeared….I am a low user and now the time has come to actually do so printing (100 pages!) for a document but seem to be paying out for nothing.

could you please get back to me asap otherwise I will be permanently cancelling instant ink and purchasing HP cartridges as  I seem to paying for something l’m not getting…

[VikramTheGreat]

Hi @HilsB,

Welcome to the HP Support Community.
 

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

Thank you for reaching out, and I completely understand your concern, especially when you’re about to print, and the account doesn’t look right. From what you’ve described, there are two things happening:

1. “Printer Offline” email

Even if the printer shows as online on your end, this message usually means the printer has not communicated with HP Instant Ink servers recently.

This can happen if:

• There was a recent Wi-Fi disruption (as you mentioned) 
• Web Services temporarily lost connection 
• The printer hasn’t synced its status back to the account 

So the printer can appear online locally, but still show offline to Instant Ink until it fully reconnects.

2. Missing rollover pages

Rollover pages can disappear if:

• The printer was disconnected from the Instant Ink service 
• The printer was removed/re-added to a new account 
• A new plan/account was created (rollover pages do not transfer between accounts) 
• The printer was offline long enough that usage couldn’t sync properly 

Let’s get this checked properly

Since this involves your account status, I’d like to review it from our side.

Please share the following in private:

• Instant Ink registered email address 
• Printer serial number 
• (If available) Instant Ink account ID 

Once I have that, I can:

• Check if the printer is properly linked 
• Verify why the rollover pages are not showing 
• Help restore the connection so you can print without interruption

Take care and have an amazing day!

[HilsB]

Hi Thanks for reply…..

The rollover pages have appeared on account, and printer working.  Also payment just taken for instant ink.  However on recent printing I am still having message on printer “connect printer to HP ink status” and saying printing will stop soon.

Email address Edited

Serial No  Edited

Subscription ID Edited

Test result saying DNS Fail Gateway problem

This is now becoming an URGENT issue as I have to do so documents for printing so would appreciate a quick solution! We are elderly and this is causing us stress as we do not understand why after all the years we have had this printer this should happen now.   Tried to talk to someone on chat/phone and can’t get through…..

Thanks in advance….

[VikramTheGreat · Accepted solution]

Hi @HilsB,

Thank you for reaching out, and I’m really sorry for the stress this situation is causing, especially when you need to get important documents printed. I’ll keep this simple and clear for you.
 

I’ve checked your Instant Ink account, and everything on the subscription side looks active and in good standing. There are no errors showing from HP’s end.
 

At the moment, your plan shows:

• 95 pages Printed today (including your monthly pages) 
• 45 rollover pages already used 
• 105 pages still remaining 

So from the account side, you have plenty of pages left, and printing should not be blocked.

About the message on the printer

The message:

“Connect printer to HP ink status/printing will stop soon”

Combined with the DNS Fail / Gateway error simply means:
➡️ The printer is having trouble briefly communicating with HP’s servers
➡️ It is not a billing or subscription issue

What to do right now (important)

For now, please go ahead and:

• Try printing your documents as normal 
• Ignore the message on the printer 

Since your account is active and has pages available, the printer should still allow printing.

What I recommend next

• Keep the printer powered ON and connected to Wi-Fi 
• Give it 24–48 hours to sync properly with HP services 

The message should be clear once the connection stabilizes

I hope this helps.

Take care and have an amazing day!