"Problem with account, cannot print until resolved"

[1Ramrod]

I have not been able to print on my office jet pro 9015e since yesterday afternoon. A message popped up on the screen that there is a problem with my account and I will not be able to print until it is resolved. I tried to login to my account via the HP Smart app on my computer and got a message to try later, then subsequently I have only gotten a circle that circles constantly, never opens or loads. 

I need to print, scan and copy as I use this printer for work as well as personal use so I am out of business and losing income, not a good combination. I cannot fix the "problem" with my account if I do not know what it is and I cannot login to my account to find out. At this point I am thoroughly disgusted with HP and want to cancel instant ink but can do nothing. It appears they deactivated my printer and are holding it hostage until the "problem" is resolved but are blocking me from logging in to see the issue.

As an aside, the instant ink program turned out to be a disappointment. When the replacement cartridges arrived they did not install easily, it took me and my husband way too long to get them installed and the print quality has not been as good as cartridges that I purchased in the stores previously. It almost looks like these are recycled cartridges with ink refilled, not new as I expected.

I am a semi retired senior citizen and this is happening at a very bad time. I need to buy a new laptop and  laser printer so have been researching HP but after this fiasco I am hesitant to do business with this company again and will look at other vendors.

It is utterly ridiculous for HP to disable a customer's printer then prevent them from accessing their account to see what the "problem" is so it can be resolved. As a long time customer, I am very disappointed in this company and doubt I will purchase any of their products again. You can rest assured that I will no longer be able to in good conscience recommend HP products to anyone.

Can someone please help me cancel this account and get access to my printer?  I am out of patience and at my wit's end. 

[Anand_Andy]

Hi @1Ramrod,

Welcome to the HP Support Community

I understand you are facing an Instant Ink issue with your HP Printer. Not to worry I will help you to get a resolution to resolve the issue.

Let's perform a power drain: 

• With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet.
• Remove USB cable, if present.
• Wait for 2-3 minutes, press and hold the power button on your printer for about 30 seconds to remove any additional charge.
• Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord (This is important) and then plug back the power cord to the printer.
• Turn on the printer and wait till warm-up period finishes and the printer is idle

Update the printer firmware 

• Click here to download and install the latest printer firmware from your product
• Click here to know different methods of updating printer firmware.

If the issue persists, then please follow the below steps: 

Restart the computer, printer, and router

• To resolve many connectivity issues, restart the computer, printer, and router.
• NOTE: The following steps temporarily disconnect network and Internet connections, and require restarting your computer. Complete any tasks or downloads in progress before you continue.
• Turn off the router by pressing the power button or disconnecting the power cord.
• Turn off the printer.
• Close all running programs on your computer, and then shut down the computer.
• Press the power button or reconnect the power cord to the router, and then wait for the Internet activity light to display a normal connected status.
• Turn on the printer.
• Turn on the computer.
• Try to turn on Web Services.
• If the issue persists, continue to the next step.

Let's disable webservices and re-enable it

• Touch on the wifi icon ((i)) on the printer, and take down the IP address
• Open a web browser (ex Chrome or Mozilla) and type in the printer's IP
• click on webservices and remove webservices and re-enable it

If the issue still persists, I'm sending out a private message to assist you with the next course of action. 

Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link.

Hope this helps! Keep me posted for further assistance.

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

[1Ramrod]

Thank you for your detailed reply. I had to get someone to help me with this as it required moving furniture to access the outet and power cable and I cannot move furniture. I'm sorry to report that I was not able to accomplish all the steps in your email. We did the power drain with the printer turned on as instructed BUT when it was plugged back in, it was already turned on, no idea why. So I tried to turn it off manually holding the power button down BUT a circle pops up with a message of shutting down BUT the circle never goes all the way around, it gets to about 8pm (as if you were looking at a clock) and stops. Then when it turns on, I still get the message about a problem with my account.

I followed the link you provided to update the firmware but when I click on that option, it does not down BUT puts an Adobe icon that says unconfirmed on my desktop so I am unable to complete the process you outlined.

It appears that I need to follow the suggestions in your PM and will try to do so tomorrow. I appreciate your assistance and am disappointed that your solution is not working as I really need to be able to print, scan and make copies. 

Due to the above, I cannot accept your solution and am not clicking yes or no for helpful as neither option would be correct and fair to you.