touch screen on printer is frozen, can't get to main menu

[WilliamC7]

HP Office Jet, 8015E, All-In-One printer, message on screen is HP Instant Ink Cartridge, Cartridge cannot be used until printer is enrolled in HP Instant Ink.  I am enrolled.  I cannot get the screen to go to main menu.

I did get an email stating Action needed: printer connection lost from HP Instant Ink, however I cannot get the main menu on the printer to reconnect.  In the email it says to connect to your printer to the Internet, press the wireless icon on your front printer panel and follow the instructions.  I cannot get to the main menu as it is frozen with above message about cartridge

check the printer, please wait

If I have the door open a message comes on, door open, Check that it is completely closed.   Notice: to avoid damage to the cartridges, keep the door closed whenever possible. cover or door must be closed to continue.  once doors closed goes back to same message

I am not a computer person so please help.  I cannot get anyone/customer service on the phone

[VikramTheGreat]

Hi @WilliamC7,

Welcome to HP Support Community.
 

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

I understand how frustrating it must be to see that message, especially when you're just trying to get your printer working. The issue is happening because the cartridges in your printer are HP Instant Ink cartridges, which only work if your printer is actively enrolled in the HP Instant Ink service,
 

Here are a few options to resolve this:

Step 1: Please uninstall the HP Smart app --> restart the Device, Wi-Fi router and printer --> install it back and check

Step 2: Prepare to enroll in HP Instant Ink:

To help avoid enrollment errors and issues, finish the printer setup process in the HP Smart app.
 

1. Open the HP Smart app.

2. Create or sign in to an account.

3. Add your printer to the app, making sure to connect it to the internet during setup.

4. Finish the printer setup.

For more printer setup information, go to HP printer setup (HP Smart app).
 

I hope this helps.

Take care and have a good day.

Please click “Accepted 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!

VikramTheGreat

HP Support