the last few days, my printer will not connect to HP Instant Ink service to update usage.

[chesle49]

I'm not sure if anything on the back end has changed but I never had a problem with the instant ink service and this printer in the past. As of the last two days it no longer is able to connect to update the printer count. The printer is on Wifi and I can print to it so it works local. I'm also able to browse internet apps so I know it has internet connectivity. The printer shows a proper IP and DNS server when it pulls DHCP. I have tried to restart the printer and unplug power. 

[Anand_Andy]

Hi @chesle49,

Welcome to the HP Support Community

I'd like to help!

To assist better:

• Is the blue Wi-Fi light solid on the printer? ( if the Wi-Fi Light is blinking then please re-connect the printer back to your Wi-Fi router - Restore Wi-Fi setup mode on your HP printer, Once you restore the network to defaults, then please follow the instructions on this link to connect the printer back to your PC.)
• How far is the printer located from the WiFi router?
• Do you have a dual-band router?
• If you have a dual-band router and both 2.4GHz and 5GHz networks share the same name/SSID, the printer will not be able to connect to the network. In this case, contact your Internet service provider to assign different names to both networks.

While you respond to that let's try the below suggestions:

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 persists, proceed to the next step.

Check the Internet proxy server settings

• For networks that use proxy servers, update the Web Services settings in the printer EWS with the proxy information.
• Locate the Internet proxy settings.
• Windows: Search Windows for Internet, and then click Internet Options in the list of results. On the Internet Properties window, click the Connections tab, select your network, if necessary, and then click Settings.
  The network settings menu displays with the proxy settings.
  From the EWS, click the Web Services tab, and then click Proxy Settings.
• Type the Address and Port values for your proxy server connection, and then click Apply.
• Try to turn on Web Services.

Update the printer firmware

• HP regularly releases printer updates. Updating the printer firmware might resolve the issue.
• Refer -- HP Printers - Updating or Upgrading Printer Firmware 

If the issue persists, then please send us a private message with your Instant Ink account details or you may also respond to the private message I've sent out and I'll help you out, accordingly. 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!

Please click “Accepted Solution” on my public post 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!

[chesle49]

Hi Anand_Andy

   Wifi light is solid blue on the printer. 

   The printer is in the same room as Wifi Router.

yes it is dual band. 

  restarting the computer, router, and Wifi did not fix the issue. 

On the printer web page when I click on web services it takes a minute to check then shows error "An error has occurred.

Unable to communicate with the Web Services server. However, you might still be able to use some of the printer's Web Services features."

However I was able to remove the web services and add them back without issues. 

The instant ink still says it cannot connect. 

I don't have a proxy that is needed and the printer says there is no new firmware.

I have also tried a wired ethernet connection and a mobile hotspot and the instant ink is still not able to connect. 

[dennisbaker]

I am having the exact same issues with the same printer. I also tried all these recommendations and the issue has not been solved. On a different post thread, HP Agent Rainbow23 said they needed to provide the solution in a direct message.  There is not a private message icon next to my profile name. When I click on the link provided in the message, I get a message in a red box that says, "You do not have sufficient privileges for this resource or its parent to perform this action." The options under my profile name are "My Profile", "My Settings", "My Posts", and "My Subscriptions". There is nothing about private message anywhere. I have not heard back from Rainbow23 since 12/04. I am still being charged for the Instant Ink subscription and it has been disconnected since 11/21.

[Anand_Andy · Accepted solution]

@chesle49,

Thank you for your response, I really appreciate your efforts. As 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!

[Anand_Andy]

@dennisbaker,

Thank you for your response, I really appreciate your efforts. As 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!