Connection Issues

[joshr0213]

My printer says it is connected to wifi, but that it isn't connected to HP Instant Ink so I can't print anything. My HP Instant Ink account says it's active, but that my printer is not connected to the wifi. I have tried all the trouble shooting methods offered by the virtual assistant and tried to talk to an actual human several times and kept getting error messages. Also my ink says it is depleted, but my account says it won't send more ink until the error message is resolved. I'm really frustrated by this and need to use my printer. 

[Sneha_01]

Hi @joshr0213,

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

It sounds like you're experiencing multiple issues with your HP printer, especially related to HP Instant Ink and WiFi connectivity. Here’s a comprehensive approach to resolve these issues:

Step 1: Check Printer's WiFi Connection

Restart Your Printer and Router:

• Turn off your printer and unplug your router.
• Wait for about 30 seconds, then plug in your router and turn it back on.
• Once the router is fully operational, turn on your printer.

Verify WiFi Connection:

• Ensure that your printer is connected to the correct WiFi network.
• On your printer's control panel, go to the wireless settings and confirm the connection.

Step 2: Reconnect Printer to HP Instant Ink

Re-establish Connection:

• Open the HP Smart app on your computer or mobile device.
• Ensure that the app is connected to your printer.
• Follow the prompts to reconnect your printer to HP Instant Ink.

Check Printer's Status:

• Log in to your HP Instant Ink account online.
• Check the status of your printer. If it shows as not connected, follow the instructions to reconnect.

Step 3: Update Printer Firmware

Download Firmware Update:

• Go to the HP Support website and download the latest firmware update for your printer model.

Install Firmware:

• Follow the instructions to install the firmware on your printer. This may resolve connectivity issues.

Step 4: Resolve Ink Cartridge Issue

Check Ink Levels Manually:

• Open the printer’s ink cartridge access door and check the ink levels manually.
• Ensure that the cartridges are properly installed and not empty.

Reset Printer:

• Unplug your printer while it is on.
• Wait for about 30 seconds and then plug it back in.
• Turn the printer on and check if the error message persists.

I hope this helps.

Take care and have a good day.

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

Rachel571

HP Support