EWS issue prevents InstantInk enrolment

[Delivered]

InstantInk enrolment has turned into a time sink. I have it working on another HP printer on a different Wifi network, it's convenient, I'd like it again but this Envy 6022 is just lost. HP have some fragility in the communication that I have hit.

New printer, connects to WiFi, network report says connected to internet, printer checks for updates fine, so it is contacting the HP server. EWS setup never completes, so I cannot get the claim code to print (just a 'how to set up your network ' page - I dont need it, it is set up). Claims it needs proxy information to connect - this is false, there is no proxy. Tried turning off the DoH on the router, no effect. 

I can spend 10 minutes clicking/filling in forms to enrol in Instant Ink and it sticks when it needs the claim code. Same on two PCs, one via browser and the other HPSmart app. Printer power cycled multiple times. Reams of printed reports. All other Wifi functions fine.

Now I'm here, really not where I want to be.

[Jay_G24]

Hi @Delivered,

I'd like to help!

Please send us a private message with your Instant Ink account details or you may also respond to the private message I've sent out and I'll help you out, accordingly. Check next to your profile name, you should see a little blue envelope, please click on it. 

Let me know. 

And, Welcome to the HP Support Community

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!

[Delivered]

Hi Jay_G24,

All restarted, no change. Can you tell me exactly which server URLs the printer needs to contact please? My firewall should not be stopping them but I can specifically allow them just in case.

Thanks.

[Jay_G24]

The URL will have the printer's IP address.

Could you proceed?

Let me know!

[Delivered]

Hi,

Let me try to rephrase that: "which [external] URL does it [the printer] need to contact" [to get the web services that are not currently working, working correctly so that I can get the wretched claim code, and presumably then use HP's Instant Ink service] ?

Thanks. and no, manual IP made no difference. Still seems to work OK, as it appeared to check for a software update.

[Jay_G24]

The printer is unable to connect to the HP web service server.

We have tried all the troubleshooting steps from our end, I think this issue needs some additional technical assistance that can be better provided through one-on-one interaction or a remote session with our HP Support team.

Please reach out to HP Support or the HP Instant Ink team(contact info can be found on the home page) in your region for further assistance.

Hope this helps!

[Delivered · Accepted solution]

The immediate answer to this issue is to Factory Reset the printer and set it up again from scratch.

This is WAY faster than calling HP support:

10-15 minutes futzing about to get a case number that reveals the UK support phone number;

12 minutes on the phone to HP tech support who then gave me Instant Ink support number;

10 minutes to Instant Ink, put on hold after first 3 mins then cut off - I guess the agent didn't want my long call on her record;

47 minutes to the next agent who did a bunch of checks then walked through a factor reset that I could have done on my own, for example if Jay_G24 had noted that option.

25 minutes sorting things out after the reset.

The answer to my question about which servers the web services need to contact is (for me):

hermes.instantink.com

ips-gw.gbd.hp10.us

(and possibly hp.com and hpeprint.com)

but lack of contact to these was not my initial problem.

I have no idea what the problem was, only that a factory reset solved it.