New printer not connecting to Instant Ink

[XTman]

I recently purchased a HP Envy 6122e printer. The installation went well with the set up cartridges and locking at my Instant Ink account it told me that 1 page was printed on 19 February 2025. But since then whenever I look at my Instant Ink Overview it tells me the printer isn't not connected to the internet and it has not recorded any pages printed. On 1 March I installed the XL Instant Ink cartridges that had been delivered. But despite refreshing my Instant Ink portal Overview page it still tells me the pinter is not connected., but the ink supplies recognised that Instant Ink cartridges had been installed. I have been through all of the Connectivity guides but without success.

The printers wifi display is solid blue and a Network Configuration report shows the printer as connected, and no issues. I contacted HP Support and using Live Lens the Support Agent went through all off the connectivity procedures. The printer prints from a MAC OS 15 Seqouia, iPhone iOS 18 and iPad IOS 18., but on all three devices when I go in to the HP Instant Ink Portal the Overview page tells me the printer is not connected and pressing the "refresh button" icon it still will not update and show the printer as connected and viable to Instant ink.  I note that on the list of MAC Operating systems for this support page the list stops at OS 12 Monterey and my MAC is OS 15 Seqouia. 

Could there be an issue with HP Smart and this printer. My old Deskjet had no problem with Instant Ink visibility with the MAC and IOS devices running their current software systems. 

[Garp_senchau]

@XTman, Welcome to HP Support Community,

Thank you for posting your query; I’m here to help by guiding you through steps to resolve this issue

I suggest you disconnect the printer from the HP Smart and the instant ink server, wait for 24Hrs and reenrol them.

also, If the printer still doesn’t show up or keeps going offline, check your Wi-Fi network and make sure it’s connected to the same network as your laptop and phone. If possible, assign the printer a static IP address in your router settings so it doesn’t keep "disappearing."😅

As you have already been t=with the support agent i would require you to provide the CASE ID to me via private message, so that i can refer the issue and assist you better.

Reference: HP printer not found by the HP Smart app or operating system | HP® Support

I hope these steps help resolve the issue

Please feel free to reply here if you have any questions or if you need further clarification on any of the steps. 

Take care and have a good day. 

If my response helped you or made things easier, I’d truly appreciate it if you could mark it as an Accepted Solution! ✅ This not only helps others find the right fix faster but also spreads the support. 💙 And if you found my reply helpful, tapping "Yes" on "Was this reply helpful?" means the world- it ensures more people get the solution they need! 🌟 Your small action can make a big impact! 💪😊

Regards,

[XTman · Accepted solution]

Hi Garp

thank you for your post. I managed to resolve the problem a couple of days back.  By then the printer had “ frozen” as the touch screen wouldn’t function. So I took it off power and reconnected it again and set about restoring factory defaults. Then I married the printer to the router again. After that I used the two set up cartridges and they showed a good connection to HP.  I removed them and reinstalled the two larger instant ink cartridges and they showed connected to instant ink portal with the printed page count correctly updated 

It’s now been okay for a couple of days printing from MAC, my phone or my wife’s phone.   So fingers crossed it stays stable. 

But I will retain your advice just in case 

Thanks. 

[Garp_senchau]

Hey @XTman,

I'm so glad to hear that you were able to resolve the issue! 🎉 It sounds like you did a great job getting everything back on track. 👍

Feel free to reach out anytime if you need any further assistance or have any questions in the future. I’m always here to help! 😊 Thanks for keeping me updated!

regards,