09-27-2017 01:49 PM
I have a 8620 printer and subscribe to the HP INstant Ink service. I have had no problems up until about 10 days ago when the printer keeps saying I am not connected to Instant Ink. The printer is only connected to my Wifi network and still prints but warns me that if I dont connect to Instant Ink, it will stop printing. When I log onto Instant Ink website it says my printer is Offline. It is not offline, it is definitely online. Help please?
09-27-2017 02:47 PM
Hi @Heckers, Terry here.
Welcome to the HP forums.
If your printer is online and getting an internet signal, try resetting Web Services and then log into your account, and look under 'Notifications' to refresh your connection.
To reset Web Services you will have to turn them off and on again. The following 2 documents will guide through that process.
HP Instant Ink Support
09-27-2017 03:23 PM
Thanks. I tried the first option but the conclusion was that I needed to contact HP support. I've tried turning off the web services but it just keeps bringing up the same message: "No internet connection" and wont let me past this into Web Services or Internet Connection. Do you have any other ideas please? Thanks
09-27-2017 03:51 PM
You need to connect your printer to a router that gets an internet signal. Try this guided solution: HP Printers - Printer Does Not Maintain Wireless Connection
10-03-2017 08:14 AM
I had these exact same symptoms. After working fine for over a year, Web Services stopped working. Nothing has recently changed on my network, but the printer recently upgraded itself to firmware FDP1CN1733AR.
I eventually resolved the problem by disabling IPv6 on the printer. It seems to me firmware 1733 broke IPv6 networking somehow.
01-24-2018 09:28 AM
Thank you. 2 days and enless calls to support services had run out of ideas. Printer had previously worked fine, could still print and connect to the mac computer but kept returning mssage 'unable to connect to the wireless router' As a result Instant Ink was not updated, pages and ink levels were not sent to HP and 'web services' showed 'not connected'.
Tried every fix possible, until I came across your reference to the fireware update and IPv6. My HP network configeration page confirmed these details, so I followed final instruction on this HP page to disable IPv6, and this seems to have done the trick.
Very many thanks to you for this suggestion.