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Common problems for INSTANT INK, HP+ PLANS: INK AND TONER
We would like to share some of the most frequently asked questions about Instant Ink. Check out this link: HP INSTANT INK, HP+ PLANS: INK AND TONER. .
User1014
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Re: HP has disabled my printer

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I'm having a similar problem. I recently had to have my hard drive replaced on my Asus lap top. Was able to keep files, documents, but no software. Running Windows 10 latest update installed. 
My printer will only print in b&w/grayscale when printing from computer. Prints color copies fine. Have all half full ink cartridges.

Computer is seen though out home on all computers on wifi network, displays correct ip info on printer,  but when trying to trouble shoot color issue via smart app, it refuses to "see" the printer. 

When trying to print color, smart app continually defaults printer to the monochrome choice, no matter how many times or places I select "color." I have a smart ink subscription, but, as I use my printer sporadically, have only received one replacement though I've had the subscription for over a year. As an infrequent print user, I had turned the printer off several times but received emails from HP, to "plug it back in." And I did. At some point, I did get a "warranty has expired," message from smart app.

I've deleted the smart app, reinstall it, and the printer, on two different computers here. I've rebooted the router. None will connect, via the smart app, to allow HP to find the printer and provide troubleshooting for my problem. 

I have no way for HP to "see" my computer on any computer over fully functioning wi-fi! 

HELP!

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Kumar0307
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@User1014, Welcome to the HP Support Community!

 

If you are able to make color copies, it means the printer hardware and the ink cartridges are working fine. This is a driver issue.

 

Install the printer using the TCP/IP port:

  1. On the PC, go to Control panel > Devices and printers > Add a printer(at the top) 
  2. Under 'Choose a device or printer', click on 'The printer I want isn't listed'.
  3. Select 'Add a printer using a TCP/IP address'
  4. Find the IP address of the printer by tapping on the wireless/ethernet icon on the printer screen
  5. Type in the 'IP address in Hostname or IP address' box, click next
  6. Proceed to the next steps by following the on-screen instructions.
  7. Try printing in color.

If the issue persists, Install the printer using Windows built-in driver

Refer to this document to know how. Try printing.

Do not use the HP Smart app, open the document > go to File > Print

 

Hope this helps! Keep me posted. 

 

Please click “Accept as 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!

Have a great day! 

KUMAR0307
I am an HP Employee

User1014
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Well, I had to go to the download drivers section for Windows in your instructions. After re-adding the printer at the ip address and finally, magically, after a new driver was selected, was able to print in color again by printing from a windows program. 

I still have the HP smart app here and hope I can still use it to scan documents.?

And I hope that my HP ink subscription will continue, as part of the problems here seemed to be that it, the smart AP, was never able to "see" the printer, or provide troubleshooting, since my Win10 upgrade. 

Thank you very much!!!!!!

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Kumar0307
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@User1014

 

Yes, you can continue to use the HP Smart app to scan and the Instant Ink service will not be affected.

 

Keep me posted for any other assistance. 

KUMAR0307
I am an HP Employee

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