Cannot print because "This printer is not enrolled in HP Instant Ink" (although it is enrolled)

[King555]

Currently I'm not able to print with my HP DeskJet 2720e, because it seems that the printer cannot connect to Instant Ink. This happened:

I'm registered with Instant Ink for about one year, the subscription is still active. I got an e-mail from Instant Ink that my printer is offline, although it was online. I checked and the printer obviously crashed/froze, as no buttons worked anymore. I pulled the power cord for a few seconds and the printer still did not react. I pulled it for 15 minutes and afterwards I pressed a lot of buttons, some for a few seconds, and eventually the printer reacted again.

Now on the LCD an exclamation mark and the Instant Ink symbol are constantly flashing. Also the "info" button LED is flashing. The printer was set to default settings. The password was set to 12345678, although there is a default password on a label on the printer. I reconfigured everything via the embedded web server after connecting the printer again to my wifi via WPS.

hpsmart.com says the printer is not connected to the internet, the embedded web server says I use Instant Ink cartridges, but I'm not enrolled to Instant Ink. The printer information page also says "This printer is not enrolled in HP Instant Ink". But the page also says that the printer is connected to the Internet.

I already did a manual factory reset and configured everything again and I already contacted support. But they only told me they send new cartridges within 10 working days. I don't think this will solve the problem.

Any ideas?

[sandytechy20]

@King555

Welcome to the HP support community.

I understand that you are getting "This printer is not enrolled in HP Instant Ink" error, I am glad to assist you.

Turn on the web services on the printer to fix this issue.

Here are the steps:- Click here

Keep me posted.

If this helps, please mark the public post as an accepted solution so that it benefits several others.

Cheers.

[King555]

I already tried it before and now again several times. After about 7 minutes (each time) I get this error message and the web services are not on:

No connection between printer and web services possible.
Web services may be busy or currently unavailable. Try again later.

I already restarted printer and router. The firmware is up-to-date. What else can I do?

[King555]

I did more factory resets (tried all 3 reset options), did several restarts, performed a power drain, but nothing helped.

And I contacted support again. They could not help me, I have to make a phone call (I used the WhatsApp support both times), because they need remote access to my PC (according to support). I will try that tomorrow.

By the way, when I try to print the web services information page, I get this error: "An error occured. (pgPrintInfo-409)".

[sandytechy20]

@King555

This might require one on one interaction to fix the issue, I am sending you a private message with the steps to talk to HP support.

Please check the mailbox icon at the top-right corner of this screen.

I hope this helps resolve this issue completely.

If this helps, please mark the public post as an accepted solution so that it benefits several others.

Cheers

[King555]

@sandytechy20

Thanks, but I already contacted support via phone. The first person, who accessed my PC via remote, could not help me. Then she forwarded my call to someone from the "real" technical department. We tried to connect the printer, but it did not work. It's only the web services, which cannot be activated, everything else works.

She said the printer has to be replaced and that she will send me another one (I still have the extended warranty due to registering for the HP+ membership). This was on the 18th of July. I contacted HP again on the 25th (mail) and 29th (WhatsApp), but no response, yet (and no printer).

Are you able to check the status with a code like this: CRM:007...? If yes, may I send it to you via PM? It's from the German support, by the way.

[sandytechy20]

@King555

Welcome to the HP support community.

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

If you are unfamiliar with how the Community's private message capability works, you can learn about that here.

Thank you for visiting the HP Support Community. 

[King555 · Accepted solution]

The problem could (only) be solved with a replacement printer, which I got yesterday. Now the web services can be activated again and I can use Instant Ink.

[sandytechy20]

@King555

Good to know that issue is resolved.

Feel free to contact us in the future if you need any assistance.