Can't Connect to Instant Ink

[jimspy]

PLEASE, for God's sake, can ANYONE help me get this printer connected to Instant Ink?  For the last two hours I've been redirected, misdirected, disconnected, ignored, shunted aside, shown the Dancing Circle of Death, and overall just stymied.  I've gone through HP Easy Start, HP Smart website, HP Smart app, HP+,  HP Connected, and the printer's control panel.  I finally come to a dashboard screen, select my printer (it IS registered for HP Instant Ink) but it tells me the printer is not connected to the Internet.  THE PRINTER IS MOST ASSUREDLY CONNECTED TO THE INTERNET.  I ask for support, it takes me to a screen with four choices.  It says Chat is the fastest option, so I select that, it takes me to a form to fill out.  I fill out the form, click submit....and I'm right back at that form.  And believe me, I filled out ALL required fields.  Wasted 20 minutes on that.  Found another chat link, it takes me to a virtual assistant that sends me about 5 different solutions, one at a time ("If that doesn't work, try this next one").  None of them work. It asks me if I want to talk to a human.  Yes, GOD YES.  Sorry. Not open weekends.  

As you can surmise, I'm a wee bit flummoxed.  Can anyone help? 

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[Irfan_06]

Hi @jimspy,

Welcome to HP Support Community.

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

I see that you are facing an issue with your printer that is enrolled in instant ink but has an error that it is not connected to internet.

I am sorry for the inconvenience and the trouble you had to to through to get the issue fixed.

A) Please follow the steps below to perform a power drain.

1) Take out the cartridges

2) Unplug the power cord from the printer & wall.

3) Press and hold the power button down for 15 seconds and release the power button, wait for about 30 seconds.

4) Plug the power cord back into the printer and wall, ensure the printer is plugged into the wall & not into a surge protector.

5) Insert the cartridges back into the printer.

Remove the cartridges > Unplug the power cord > Wait for 30 seconds > Plug the power cord back in > Insert the cartridges

B) Kindly refer to the steps on this link to update the printer firmware and let me know if that resolves the issue.

C) If the issue still persists, refer to the steps from this link to further troubleshoot.

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!

I hope this helps.

Take care and have a good day.

Irwin6

HP Support

[jimspy]

Thank you for your response.  This enabled me to connect my 9015e to Instant Ink.  But of course it led to more problems.  I execute HP Smart, and I click the "Instant Ink" button.  (See Figure 1).   When I do so, it asks me to select a printer (Figure 2).  I click that, and it returns me to the page shown in Figure 1.  Pray tell, where on that page do I select the printer?  The printer I want is prominently displayed at the top of that screen, but IT IS NOT SELECTABLE.   Clicking on it does nothing.  Where do I click to select the printer? 

I think I need to call the Instant Ink helpline.  Is there such a thing? I can't find a number for it. 

I do appreciate your help.  [sigh] HP products used to be so simple.  

[Irfan_06]

Hi @jimspy,

I am sorry to hear that the above steps did not help much but i do appreciate your efforts in performing the troubleshooting steps.

The support here is limited to troubleshooting as you have exhausted all the possible steps to fix it and this issue might require one-on-one interaction to assist you further.

I've sent you a private message with the instructions. In order to access your private messages, Click the 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

Take care and have a great day ahead!

Irwin6

HP Support