Instant Ink not arriving in time.

[CathW21]

OK, problems with Instant Ink,  Originally in August ink not arrived prior to running out of ink.  Now had ink arrived, and the yellow ink is coming up with unable to communicate with printer., so obviously a defective cartridge.  I have been through support (not very helpful) just send new ink cartridge in 4 to 5 days.  I cannot be without printer that long, having originally been without printer for 10 days prior.

Can I use original HP ink from a store or Amazon whilst still being enrolled in Instant Ink.  What do I need to do to ensure I am not double charged.

[Irfan_06]

Hi @CathW21,

Welcome to the 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 has an ink cartridge error.

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 on this link to further troubleshoot.

D) However, if the above steps do not help much. You can always use store bought HP ink cartridges by turning off the web services on your printer.

HP Instant Ink > How to > Instant Ink > Manage Account > Turning Off Web Services

Optional - be sure Web Services is "off":

After you switch off Web Services, wait a minute and then switch off the printer.

Wait until the printer is completely shut down > wait a minute or two.

Switch on the printer.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

I hope this helps.

Take care and have a good day

Irwin6

HP Support

[CathW21]

Please note I have undertaken all the suggestion above with an HP Support Engineer on Wednesday to no avail, I previously attempted to get assistance and nothing happened..  In the end he was going to send me new cartridges by express and told me that I would have them in 3 to 4 days.  

Sorry I am very upset with HP Instant Ink, I have been promised by two HP Support people the last case id was 5130619447.  I have not received any of the inks promised and when I look at the deliveries on HP Smart there is not even an tracking number so therefore in my eyes they have not been sent.   

PLEASE NOTE I NEED THE INKS URGENTLY, I DO NOT SEE WHY I SHOULD HAVE TO GO TO A SHOP OR AMAZON AND BUY INKS WHEN I AM ENROLLED IN INSTANT INK.  UNLESS HP ARE GOING TO RECOMPENSE ME FOR THE EXPENSIVE.  I AM A PHOTOGRAPHER AND NEED TO PRINT, I HAVE NOT BEEN ABLE TO PRINT SINCE TUESDAY EVENING WHEN I FOUND OUT THAT THE YELLOW CARTRIDGE WAS FAULTY (YES I DID BUY ONE SO I COULD FINISH THE PRINT RUN) BUT I STILL HAVE PLENTY TO PRINT.  ITS NOT MY FAULT HP SENT A FAULTY CARTRIDGE.  

I NEED TO KNOW THE FOLLOWING URGENTLY.  WHEN WILL I GET THE INKS CONSIDERING ON THE 12 SEPT I WAS PROMISED THEM IN 3 TO 4 DAYS.  I NEED THE TRACKING NUMBERS FOR THE SHIPMENTS.  I NEED THE INKS BY TUESDAY THE LATEST.  SO AS FAR AS I AM CONCERNED THE ISSUE HAS NOT BEEN RESOLVED.

[CathW21]

I have just undertaken your suggestion in your lastest response.  Sorry it is still showing that the yellow is not communicating with the printer.   I have checked the firmware and that is all up to date.

Its the cartridge which is at fault.  I have now not been able to print at all since Tuesday evening on the Instant Ink.  I do not see why I should have to pay double with buying ink from either Amazon or any shops that may have your cartridges.  

[Irfan_06]

Hi @CathW21,

I am sorry for the inconvenience and the trouble you are going through related to ink shipment.

To validate your instant ink subscription and help you with the tracking information, we need some information related to instant ink account. This information cannot be shared on a public post.

I have sent you a private message to get this information. Please reply to this in a private message.

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 good day.

Irwin6

HP Support