Instant Ink Error Message

[KateyT]

I got an HP printer from a neighbor over a year ago and didn't have any problems until recently. I got an error message about instant ink. After talking with support, they made it seem like if I just got regular HP ink cartridges, it would work sense the instant ink account was suspended. It still won't print. The printer is saying it has to be instant ink to print. I don't have access to the instant ink account. Is there any way to fix this problem so I can't print again? 

[Raj_05]

Hi @KateyT,

Welcome to HP Support Community.

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

It sounds like your HP OfficeJet Pro 6978 printer is still configured to require Instant Ink cartridges, even though the account is suspended. Here are some steps you can try to resolve this issue and get your printer working again.

Check for Instant Ink Settings

• Turn on your printer and ensure it’s connected to your Wi-Fi network.
• Access the printer’s control panel and navigate to the Setup menu.
• Look for Printer Maintenance or Web Services settings and see if you can disable Instant Ink from there.

Reset the Printer

• Turn off the printer and unplug it from the power source.
• Wait about 60 seconds, then plug it back in and turn it on. This can sometimes reset the settings and help clear any error messages.

Replace with Regular Cartridges

• If you haven't already, try installing new, regular HP ink cartridges (not Instant Ink cartridges).
• Make sure the cartridges are compatible with your printer model.

Check for Firmware Updates

• Sometimes, outdated firmware can cause issues. Check for updates:
  • Open the HP Smart app on your computer or mobile device.
  • Select your printer and check for any firmware updates.

Re-enable the Printer

• If the printer still requires Instant Ink:
  • Log in to your HP account (if you have one) and check if there are any settings related to your printer that need to be changed.

Use HP Print and Scan Doctor

• Download and run the HP Print and Scan Doctor tool from the HP website. This tool can help diagnose and fix printing issues.

By following these steps, you should be able to regain access to printing functionality.

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 

[KateyT]

Thank you for all of the tips. I tried everything and nothing fixed the issue. I tried to disable Instant Ink from my printer, but when I clicked "ok" to disable, it wouldn't go away from "enabled". I have chatted with HP multiple times and nothing has worked. The printer will print a test page or a page directly from the printer, but not when I send something to it. It doesn't make any sense why it doesn't work. 

[Raj_05]

Hi @KateyT,

Thank you for your response, 

I'm sending a private message to assist you with the next action.

Please check your 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.

I hope this helps! Keep me posted.

Alden4

HP Support 

[KateyT]

A chat support person finally fixed it for me. She deleted the suspended instant ink account the printer was attached to, helped me reset it, and now it prints.