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Solved!

Unable To Connect Instant Ink

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I’m trying to connect my printer to the instant ink program. I’m not near the router and can’t reset it .  Can I just order ink when I need it as I used to?  The DNS is failing though the printer is connected to WiFi and prints. Thank you 

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HP Support Agent
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@PinkiPad Due to the current global COVID-19 situation, we're seeing an influx of customers coming in for support and we appreciate your patience.

That said, ordering new ink wouldn't resolve the issue, you may want to follow the below steps to assign a manual/static IP to resolve your concern:

 

-Verify in the printer that 'Auto Off/Sleep' is disabled. Use the Embedded Web Server (EWS) by going to the printers IP address in your browsers address bar, click Settings Tab/Auto-Off. --Or use the Printer Assistant, Printer Home Page (EWS). Also, check your Printers Properties.

-If the printer supports and has IPv6 enabled, turn off IPv6 in the printer.

-If needed and you assigned a static IP address, try using 8.8.8.8 for the Preferred DNS server and 8.8.4.4 at the Alternate DNS server. 

-Verify the printer is on the latest firmware by checking with the HP Support site.

 

In the router: (Refer to your router manual for information) 

 

Use a fixed wireless channel like 1, 6 or 11, never 'auto', try channel 1 first then the rest. 

Set router to 20Mhz only, or 145Mbps depending on the router. 

Always use WPA2-AES (Personal) encryption, but you can try `mixed' mode. 

Disable WPS and never use it and disable UPnP for the routers security. Nobody can hack your system now and helps with wireless connectivity (if you want to know why search the web).

If you have a dual-band router (2.4Ghz and 5.0Ghz bands), make sure the SSID's are NOT the same, they must be different for all bands, even for any Guest networks.

SSID broadcast must be enabled.

Save all settings. Power off both, wait 2 mins. Power on the router and wait 2 mins. 

Power on the printer and verify it reconnects to the router

 

You can also refer to the below video for the same. 

Note that, in the video, the interface shown is the Windows interface, but the steps are the same as it done using a web browser. 

And the article may have the title of another printer, but the steps are bound to help resolve your concern as well.

 

CLICK HERE TO WATCH THE VIDEO

 

P.S: Welcome to HP Community 😉

 

Let me know how that pans out,

If you feel I was helpful, simply click on Accept as Solution to help the community grow,

That said, I will have someone follow-up on this to ensure you've been helped,

Just in case you don't get back to us, 

have a good day, ahead.

Riddle_Decipher
I am an HP Employee

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Thank you very much. Unfortunately, I didn’t get this information last week and sold the printer at a loss.  I spent weeks researching printers and finally chose the best option. But, connecting with my WiFi was not possible and I had no choice but to sell it for the best price but at a loss. 

 

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That really sucks.  I haven't been able to use my printer for months, and it's still under warranty, but I can't get it to the shop because of covid-19.  Just warn everyone you know to NOT enroll in Instant Ink!

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@PinkiPad I'm sorry you had to go through that, and if you need anything in the future reach out to us on the HP Support page on Facebook or Twitter for instant Assistance, or here for detailed responses with a short amount of delay, that said, good luck, ahead.

 

@someblonde1 You can use the HP Instant Ink service if your printer supports it, if you are getting the same error message, please use the steps I suggested to the OP and if that doesn't work, perhaps, you can start by elaborating on the issue and the printer you have?

 

Note: Please ensure the complete product name/number for a quicker response from the community, as we need to know what we are dealing with to provide an accurate solution: 

Click here for steps on finding the information we need!

Remember: Do not share any of your personal information such as serial, phone number, email ID, etc.

 

Keep us posted,

If you wish to thank me for my efforts, you could click on "Accept as solution" on my post as the solution should help others too.

Riddle_Decipher
I am an HP Employee

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Thank you. My issue is too lengthy to post here. The disability support person left me hanging and didn’t give me the support I needed. I bought another HP printer and so far it’s working out well. The loss I took was not huge but I’m on ssdi and every penny counts. Support should be knowledgeable about returning items and more. 

After the pandemic ends, I’ll be mailing your CEO about my issues and the loss I suffered. Right now isn’t the time to bother anyone at HP.  You’re dealing with no products in stock, angry customers and employees unable to come to work. I’m frustrated but understand your situation. 

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@PinkiPad I understand your concern and I will bring your issue to the attention of an appropriate team within HP, so they can address your concern,

Although, I'll need some private information from you in order to create a case for you.

 

Please look for a private message requesting additional information. 

Keep in mind not to publicly post personal information (serial numbers, case details, etc...).

If you are unfamiliar with how the Community's private message capability works, you can learn about that here.

 

Thank you for visiting the HP Support Community. 

Riddle_Decipher
I am an HP Employee

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Thanks. I just responded to your message. Logging in here is impossible on the iPad   It just asks me to sign in, I do, then it reverts back to the same page asking me to login. 

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@PinkiPad Alright, thanks for the details, I'll have my colleague look into it.

Please be patient while the concerned team reaches out to you.

Riddle_Decipher
I am an HP Employee

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Thank you. Unfortunately he didn’t understand the issue and couldn’t help me. I lost money and he thinks I lost time. 

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