The printer is being updated

[FH-J]

I can no longer print to my OfficeJet 8720.

The touch screen shows an error under HPInstant Ink Status:

"Cannot print. Connect printer to update HP Instant Ink status".

When I hit the Connect button, I get:

Updating the Printer - The printer is being updated.  This process might take several minutes.  Touch "OK" to continue printing.

Touching OK does nothing.

It's been stuck like this for a while.  Using HPSmart showed that the web services are working OK.  Have tried all the normal troubleshooting (turning off printer & router).  Have even tried a factory reset and it just gets back into the same state.  Have tried checking for updates and it says that there are no updates available.

Any idea how I get it out of thinking that it is in the middle of an update ?

[VikramTheGreat]

Hi @FH-J,

Welcome to the HP Support Community.
 

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

I understand how frustrating it is when the printer gets stuck like this, especially when you’ve already tried the key troubleshooting steps. From what you’re describing on your HP OfficeJet Pro 8720, the printer is stuck in an HP Instant Ink status sync/update loop, which is why it won’t allow printing. Even though Web Services shows as “OK,” the printer is not completing the communication with HP servers. Let’s try the steps below to clear that state:

1. Force Web Services Reset (the key step)

Even if Web Services seem to work, HP requires removing and re‑adding them when Instant Ink gets stuck.

Steps:

1. On the printer touchscreen → tap Web Services
2. Tap Remove Web Services
3. When removed successfully, → Restart the printer
4. Return to Web Services → tap Enable / Re‑enable
5. Let the printer print a Web Services / Info page

If removal fails the first time, restart the printer and try again.

2. Verify the Printer Has Correct Internet Access

Instant Ink status updates do not go through HP Smart; they must reach HP Cloud directly.

Check:

• The Wi‑Fi icon must be solid blue
• Printer must be on your primary home network (NOT guest Wi‑Fi)
• Router must allow outbound connections on ports 80 and 443 (standard HTTPS)

3. Re‑sign the printer into your HP account

If the Web Services reset succeeds, but the Instant Ink status remains stuck:

Steps:

1. On a computer, go to: HP Smart
2. Sign in to your HP account
3. Check My Printers
4. If your OfficeJet 8720 is missing, re‑add it
5. If it shows as Enrolled but Not Connected, click “Refresh Printer Status”

4. Confirm Firmware Level

Your printer claims no updates are available, but an interrupted update can leave the firmware “locked”.

To force a re‑check:

1. Turn the printer OFF
2. Unplug for 60 seconds
3. Plug back in
4. On touchscreen → Setup → Printer Maintenance → Update Printer

If the update menu is greyed out or non‑responsive, that confirms the update loop.

I hope this helps.

Take care and have an amazing day!

[FH-J]

Hi Vikram - thanks for the reply.

I've tried all these as well as a semi-full reset and it keeps going back to the same thing where it gets stuck with "The printer is being updated".  One thing I have noticed is that the email address displayed by the printer does not match the printer email address shown on the InstantInk portal web page.  Should they match ?  Does the printer email address get re-assigned each time web services are disabled and then re-enabed ?  Could this be related to it getting stuck with "The printer is being updated" message ?

[VikramTheGreat]

Hi @FH-J,

Sorry that we couldn't see the previous post due to a technical issue. The case will not be closed. 

Please help us with the Printer serial number or the product number in a private message for further assistance.
 

Here is the link to find the product serial number: - Click here

To access your private messages, simply click the private message icon on the upper right corner of your HP Support Community profile, next to your profile and send a private message to me with the serial number, because we value your privacy.

[FH-J]

I get an access denied message when I try to go to the private messaging....

[iku87]

Dear Vikram,

Thank you for your suggestions. Unfortunately they haven't worked for me either - I have the same problem as the original poster. Is it possible that there is a problem with the Instant Ink web services? My impression is that several of us have this problem this week. I would appreciate it if you replied on this forum and not by private message, so that others of us can attempt to follow whatever tips you give!

thank you in advance

[iku87]

I can also add that when I put the IP address into the browser, as you suggested, it says my printer IS connected to Instant Ink - but when I go to the Instant Ink icon on the printer, it says it IS NOT connected to Instant Ink and goes into the same loop as the original poster has.

[TH5941R0P80671]

I’m having exactly the same issue as above. Printer is connected to the network, router and network are both solid and fully internet connected, but I’m getting the ‘Connect’ and ‘Upgrade’ messages. 

All steps above completed, still no joy. And this has been the last few days for me too. I’m trying to print exam past papers, and really need this sorted out, HP. 

[StevenD11689]

HP - please help! Exact same issue, have executed all the same steps. I have been unable to use my printer for the last 3 days!!!

Online Instant Ink says the last connection (synched) was March 24th - today is April 5th.

Everything is factory reset, HP Smart app is re-installed - I still cannot print.

I have no printers listed on portal.hpsmart.com I have tried everything to get my existing printer to show up on portal.hpsmart.com and nothing works.

I have turned off my firewall on my PC - no luck.

Please help!!!

[TH5941R0P80671]

Interesting - that’s the exact same date as I have, when things went wrong. 

I was about to buy a new printer, however this one works fine for all we use it for - document and school work printing - plus I’ve paid plenty to Instant Ink. 

My son urgently needs this working, so I’ve paid for phone support. Will let you know once that happens.