I am stuck in an endless loop - printer says I am not enrolled in instant ink (I am)

[DE321]

I am stuck in an endless loop - printer says I am not enrolled in instant ink - I am -and will not connect to wifi for setup becuase I cannot clear the error message

[Raj_05]

Hi @DE321,

Welcome to HP Support Community.

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

This issue seems to be a combination of Instant Ink enrollment confusion and connection problems. Here’s a step-by-step process to try and resolve it.

Verify Instant Ink Enrollment

1. Log in to your HP Instant Ink account on HP's Instant Ink website.
2. Confirm that your printer is enrolled and associated with your account.
3. Note the printer's serial number from your account and ensure it matches the serial number on your printer (usually found in the settings or on a sticker on the back of the device).

Reset the Printer

1. Unplug the printer while it is powered on.
2. Wait for about 60 seconds, then plug it back in.
3. Check if the error persists.

Factory Reset the Printer

If the error message remains, perform a factory reset:

1. On the printer control panel, look for Setup or Menu and navigate to Settings or Restore Settings.
2. Select Restore Factory Settings or Restore Defaults.
3. Confirm the reset.

Reconnect to Wi-Fi

After the reset:

1. Use the HP Smart app on your phone or computer to reconnect the printer to Wi-Fi.
   • Ensure your phone/computer is on the same Wi-Fi network as the printer.
2. Follow the prompts to connect and set up the printer.

Sync Instant Ink Account

1. Once the printer is connected to Wi-Fi, sign in to the HP Smart app.
2. Navigate to the Instant Ink section and ensure the printer is properly linked to your Instant Ink account.
3. If there’s still an issue, look for an Ink Status Update option in the HP Smart app or your printer’s menu.

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!

Alden4

HP Support 

[Raj_05]

.

[DE321]

This did not help at all!  I am still cannot print and I am still enrolled in the instant ink program.  I have uninstalled and reinstalled my printer using a different ink cartridge, but now it has reset to the same error code.  This is absolutely ridiculous.  

[Garp_senchau]

Hey @DE321,

Welcome back, and thanks for replying! 😊

I can imagine how frustrating this must be! 😞 It’s got to be incredibly annoying, especially after trying everything and still running into the same issue. Technology can really test our patience sometimes, and I completely understand how this must feel.

Since my colleague is out, I’m here to help you!

To better assist you, could you please share your printer's serial number and product number with us via private message? We’ll get this fixed together! 💪

To access your private messages, simply click the private message icon on the upper right corner of your HP Support Community profile, next to your profile name. 

Looking forward to hearing from you soon!

Regards,

[DE321]

Serial Number:  TH95V9M126; Product Number:  M2U85-64001 

[Garp_senchau]

Hi @DE321,

Hi, I've checked with the team, and everything seems to be in order with your Instant Ink subscription. 

However, it looks like your printer is still offline because it isn't connected to Wi-Fi or the internet. In order for the printer to communicate with the cloud and Instant Ink server, it needs to be online.

Could you please check the network connection by printing a network status page and share it with us if possible?

You can refer to this guide to print the network status page.

Regards

[DE321]

Thank you for recognizing my frustration, but I am disappointed that your answer is to 'check my network connection' - do you think I would be this frustrated if it was that simple - my connection is fine.  

Ok, I will try and explain more clearly:

1) Power outtage or internet interruption occurs and printer disconnects from wifi temporarily/briefly

2) When power / internet restored, printer turns on

3) Display comes up that cartridges cannot be used because there is no instant ink subscription

4) I CAN'T CHECK WIFI SETTINGS OR DO ANYTHING ELSE BECAUSE THERE IS NO ACCESS TO THE MENUS BECAUSE OF THE INSTANT INK MESSAGE

5) If I load non-instant ink cartridges, the printer menu clears and I can verify that the printer is connected to wifi and prints normally - all of my devices see and connect to the printer via wifi and printing is fine with the non-instant ink cartridges.

6) I go to my instant ink subscription page via HP Smart and it shows no printer connection (even tho it is)  - Yes, I have reloaded / reconnected my printer several times and sometimes I can even sneak in the instant ink cartridges and the printer runs for a while with those cartridges - I don't know what happened but the instant ink subscription WILL NOT RECOGNIZE MY PRINTER

7) The power / internet drops momentarily and THE WHOLE LOOP STARTS ALL OVER AGAIN. If I didn't have a non-instant ink cartridge on hand, I would never be able to even get this far.

I guess the only solution is to buy reasonably priced third party non-instant ink non-HP cartridges, drop my HP instant ink subscription, and wait until my printer dies when I can buy a non-HP brand?!!

[DE321]

Since I have not received any response or any solution to this, I will go ahead and cancel my instant ink subscription.

[Garp_senchau]

@DE321,

I completely understand how frustrating this situation must be for you, and I truly apologize for the inconvenience you've been experiencing 😔. I know it’s incredibly annoying when technical issues like this keep looping, especially when all you want is for things to just work smoothly and without hassle

We're here to help you tackle that issue with the printer! Don't worry, we've got your back! 

I totally get your frustration, and while switching to third-party non-HP cartridges is an option 😔, please keep in mind that using them could affect certain printer features, such as Instant Ink compatibility and even your warranty coverage ⚠️.

I know this situation isn’t ideal, but we’re committed to resolving it as quickly as possible 💪. Again, I’m really sorry you’ve had to deal with this 😞, and I truly appreciate your patience as you work through it. 

To get you the best assistance, we need to take this conversation to a private chat. We're inviting you to a private message to protect your privacy and ensure that any sensitive information remains confidential. 

To access your private message, just click the little blue envelope icon on the upper right corner of your HP Community profile, next to your profile name. Alternatively, you can click on this link. 

Thank you for choosing HP! We’re here to help you get back to hassle-free printing as soon as possible!

Stay tuned, and thanks for your patience! 

Regards,