HP error indicating an old HP Officejet Pro 8610 is my In-Us... - HP Support Community

CGH626 · ‎12-19-2023

Good day,

Information: On two separate occasions in 2023 I've discussed the following problem with two different HP Support agents. My account shows that I have three printers: 1) one HP Officejet Pro 8610, which is no longer in use; 2) one ENVY Photo 7100 All-in-One Printer series, located in North Wildwood; and 3) one ENVY Inspire 7900e All-in-One Printer, located at my primary residence in North Wilmington, DE. Let's call these printers: P8610, P7100, and P7900, respectively.

Discussion Summary: I requested that the P8610 printer be removed from my account since it was no longer in use and when opened the P8610 information shown a picture of the P8610 but a description that was taken from the Envy Photo 7100 All-in-One Printer series, i.e.: the P8610 information was replaced by information from a different printer.

Subsequently, I contacted two HP Support Agents, at two separate times, asking to have the P8610 removed from my account. I told them that I did not have the privilege of being able to remove the P8610 from my account. In both cases, each agent took control of my laptop and spent a minimum of 30 minutes trying to fix the problem. Both agents tried but eventually gave up with the first agent advising me to leave the printer in my account because "it wouldn't hurt anything". Well, today when I check the three printers their pages indicated: 1) The HP Officejet Pro 8610 picture still showed up in my account, but the rest of the information displayed on my screen continued to be a mix of 8610 information and details from my HP ENVY Photo 7155 All-in-One Printer. The 7155 is also a currently used printer which is enrolled in HP Instant Ink which now concerns me that another issue is on the horizon.

Request: All I want is for my account to show the two printers that I have, which simply means that I need the P8610 to disappear from my account.

Irfan_06 · ‎12-21-2023

Hi @CGH626,

Welcome to HP Support Community.

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

I see that you are looking for help in removing your old printer.

Kindly refer to the steps on this video link to remove the printer and let me know if that resolves the issue.

Refer to the link to change your account settings.

Please click “Accepted 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!

I hope this helps.

Take care and have a great day ahead!

Irwin6

HP Support

Irfan_06-Moderator
I am an HP Employee

C_Hermansky · ‎12-21-2023

I have taken the route you recommended more than once and it doesn't work. Please take the time to understand my original post and the additional elaboration given below.

My account shows three printers:

1) one HP Officejet Pro 8610 which I trashed over a year ago;

2) one ENVY Photo 7155 All-in-One Printer which I currently use;

3) one ENVY Inspire 7900e All-in-One Printer which I currently use.

I've allowed two HP Support Agents to take control of my PC so they could removed the 8610 printer from my account. Neither agent could find a way to delete the 8610. Basically:

a) When I open the link to the 8610 printer the info for my Envy Photo 7100 All-in-One Printer opens;

b) Both HP Support Agents took control of my laptop and spent all of 30 minutes trying to fix the problem;

c) Both gave up with one agent telling me to leave the printer in the account because "it wouldn't hurt anything".

So my for HP Support! And, you should now realize why your recommendation didn't work.

All I ask is for my account to show the two printers that I actually have and use.

Irfan_06 · ‎12-24-2023

Hi @CGH626,

I am sorry to hear that the above steps did not help much.

Uninstall the printer software by following the steps from this link and restart the devices.

Install the printer software by clicking on the link again and let me know if that resolves the issue.