Instant Ink cartridges are disabled; unable to connect to server

[WiscyBob]

In July 2024 my hp OfficeJet Pro All in One printer (6769) lost contact with the Instant Ink server. Troubleshooting produced advice to connect the printer to a network that has internet access (mine does).  All kinds of advice on how to connect a printer to my network (it is on my network).  The printer announces that EWS (Embedded Web Server) is disabled.  I also received error messages that communication with (?) cannnot occur because there is no overlap in security protocols.  When I log in to the HP Instant Ink server, it simply cannot communicate with my printer.  This problem is also present when I use an InkJet 3700 printer on my network.  Currently, the printer is disabled because of the inability to communicate with the Instant ink server.

Any help would be appreciated

[Raj_05]

Hi @WiscyBob,

Welcome to HP Support Community.

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

It sounds like you're dealing with a frustrating issue with HP Instant Ink and network communication. Here are some steps you can take to troubleshoot and hopefully resolve the issue.

Check Network Connectivity:

• Ensure that both your printer and router have internet access. Try accessing a website from a computer or mobile device connected to the same network.
• Verify that the printer is connected to the correct Wi-Fi network. Sometimes, printers may get disconnected from the network.

Restart Devices:

• Power cycle your printer, router, and any other networking equipment. Turn them off, wait for about 30 seconds, and then turn them back on.

Update Printer Firmware:

• Check if there is a firmware update available for your printer. Go to the printer’s EWS (Embedded Web Server) if it becomes accessible, or use the HP Smart app or HP Support Assistant on your computer to check for updates.

Check Printer's EWS Settings:

• Access the printer's EWS by typing its IP address into a web browser. If EWS is disabled, you might need to enable it through the printer’s control panel:
  • On the printer’s control panel, go to Setup > Network > Wireless Settings > Advanced Settings > Embedded Web Server.
  • Enable the EWS if it's disabled.

Reconfigure Instant Ink Settings:

• Remove and re-add your printer to the HP Instant Ink account. This can sometimes resolve issues with communication.
• On the Instant Ink website, try removing the printer from your account and then adding it back.

Check Security Protocols:

• Ensure that your network’s security settings are compatible with the printer. If you have recently changed your Wi-Fi security settings (like WPA3), try switching back to WPA2 and see if that resolves the issue.

Factory Reset the Printer:

• As a last resort, you might consider performing a factory reset on your printer. Be aware that this will erase all settings and you will need to set up your printer again.

I hope this helps.

Take care and have a good day.

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Alden4

HP Support