Instant Ink not connecting to printer following firmware reset

[Ardwedo]

Hi - My printer was stuck in a start-up loop and so gave it a firmware reset. This seems to have fixed the start up problem, but now it has forgotten that we have Instant Ink and is refusing to work because it has Instant Ink cartridges installed - at least that is what the Printer Information Page says. It reports no other errors and says it is connected to the network.

Going onto the Instant ink webpage ... the status just says "Contacting printer. This may take a minute," But then it says "Unable to connect to printer. Check connection and try again later."  Printer says it is connected to the network. 

I have tried on iPhone and Windows 10 PC. I have tried turning the printer off and unplugging it for 5 minutes and restarting. No joy.

Any ideas?

[Ardwedo]

BTW: Some additional information. I have tried to re-enroll the printer. This requires me to press the information button for three seconds until the front panel lights up. The panel doesnt light up. All that happens is that it prints the information page.

[Nal_NR]

Hi @Ardwedo,

Welcome to the HP Support Community. 

I'd like to help!

Make sure your connection is compatible with Instant Ink.

Public or guest networks, like those used in colleges, hotels, or coffee shops, are not compatible.

A USB connection to a computer does not work if it is the printer’s only connection. Connect the printer directly to the internet by Wi-Fi or ethernet to use Instant Ink.

Make sure your router is on and connected to the internet. If you have another device on the same router, make sure it can connect to the internet. If the router is not connected to the internet, contact your network service provider.

Check the printer connection to the router.

Wi-Fi connection: The blue wireless light on the printer should be on and not blinking. If it is not, turn the printer and the router off and back on. Go to HP printer setup (Wi-Fi network) for more help.

Ethernet connection: If the light next to the Ethernet port is off, unplug the cable at both ends, and then plug it back in. Turn the printer and router off and back on if the light is still not on.

Make sure Web Services are on. An interruption of your printer connection to the Instant Ink service can cause connection errors. See HP Printers - Turn On Web Services for more information.

When your printer is connected to the Internet, sign into your Instant Ink account:

Sign into your Instant Ink account

Check the printer status in the Status area.

Ready to print : Turn the printer off and back on. If the error message goes away, you can stop troubleshooting.

Not ready to print :

Click the refresh button .

Click the browser reload button to reload the account web page.

Repeat up to five times, until the status changes to Ready to print.

If the router is properly connected to the internet, but you still cannot connect the printer, contact HP Instant Ink support for assistance.

You may also refer to this document for further assistance. 

Note: If the document does not open in Edge try Chrome.

Hope this helps! Keep me posted for further assistance.
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!

[Ardwedo]

Hi Elohi

Thank you for replying. No kudos yet!

Everything you suggested, I had already done. Multiple times. Using both PC and iPhone.
Yes, everything is connected to the internet. I can connect to the printer to do a remote reset for example. So I know, the printer is online. It is just that last step of connecting my instant ink account to the printer. I am happy to believe that there is something that needs tweaking at the account end.

However, your "if you still cannot connect the printer, contact HP Instant Ink support for assistance." isn't helpful because HP InstantInk support directs me back to this portal. HP only has support portal for me to use. So one of your colleagues in the HP support center is looking after Instant Ink. Other than posting here, I have no other way of connecting to them. Unless you have a way I can connect them directly?

[Nal_NR]

Hi @Ardwedo,

Appreciate your patience. 

We are sorry that the issue is not resolved when the above troubleshooting steps were performed.

This might require one on one interaction to fix the issue

I've sent you a private message with further instructions. In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name or simply click on this link.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!

[Ardwedo · Accepted solution]

Problem solved.
At the recommendation of an HP Support member, I phoned HP technical support.
Call was answered by person within less than a minute.

They were able to resolve the problem in around 10 mins. 

The solution was non-trivial and was not something that I could have figured out for myself. It required me running some software so the support agent could remotely access my PC (they cannot take over a Mac apparently). From my PC, they connected to the printer portal using its IP address (192.168.x.y - it is on the printer info page you get with you hit the "info" button). They re-enabled webservices on the printer (which had been disabled by the reset).

However, they also needed to do something to my instant ink account in the background. After that ... everything started to work again.

So my recommendation is that, if you cannot figure out your printer problem using the online forums, give their support team a call. My experience was excellent.