09-15-2019 05:00 AM
When I send something to print no pages are produced although the printer registers the pages as being printed. I know this because I've reached my Instant Ink limit but have nothing to show for it. I've unistalled and reinstalled the drivers, I've tried print and scan troubleshooter, I've made sure Windows is up to date but still no luck. Any other suggestions please?
Solved! Go to Solution.
09-18-2019 09:25 AM
@GlenysT, Welcome to the HP Support Community!
Try making a standalone copy and check if that works. By this, we can conclude if this is a hardware or a driver issue.
For now, let us try these steps:
Reset the printer
- With the printer turned on, disconnect the power cord from the rear of the printer.
- Wait at least 60 seconds.
- Reconnect the power cord to the rear of the printer.
- Turn ON the printer, if it does not automatically turn on.
- Wait until the printer is idle and silent before you proceed.
Note: HP recommends connecting the printer directly to a wall outlet rather than a surge protector or a power strip.
Update the printer firmware
Click here to download and install the latest firmware from your computer.
Click here to know different methods of updating printer firmware.
Check the estimated ink levels
On the printer control panel, touch the Ink icon to display the current estimated ink levels.
Clean the ink cartridges
On the printer control panel, swipe the display to the left, then touch Setup.
Touch Tools, then touch Clean Cartridges.
Let me know how this goes.
If you feel my post solved your issue, please click “Accept as Solution”, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!
I am an HP Employee
09-22-2019 07:32 AM
Hello Kumar. Many thanks for your reply. I am able to make a standalone copy. I have reset the printer as described. I've done a few tests and I am now able to print word and excel documents, but I'm not able to print downloaded pdf documents.
Nor am I able to update the printer firmware. When I get to the step where I have to select the printer to be updated, although my printer is listed the check box doesn't work so the 'update' option is greyed out. The only options available are 'refresh' and 'cancel'.
Please can you help further, because I've exceeded my Instant Ink limit so I'm now having to pay for the pages that aren't being produced.
09-22-2019 07:52 AM
This seems like an application issue with PDF reader/adobe. Try updating this application or reinstalling it. Click on this link.
The instant ink service will only count the pages when there is ink printed on the page.
As the issue is related to Instant ink cartridges, I need more information to help you out.
Since the instant ink account details are confidential, please send me the required information via private message.
I am sending you a private message with the information required.
- In order to access your private messages, click the private message icon on the upper right corner of your HP Forums profile, next to your profile Name or simply click on this link: https://h30434.www3.hp.com/t5/notes/privatenotespage
Keep me posted.
I am an HP Employee
09-22-2019 08:25 AM
Thank you Kumar. I'm happy to say the issue is now resolved.
However, you (as in HP) should be aware that in my case Instant Ink did count pages when when no ink was used/no pages were produced.
I'll reply to your PM.