Printer Connects to Network/Wifi but cannot connect to it to register instant ink

[jnb72]

HI,

Was hoping for some advice on my printer. My wife has spent quite a few hours talking to support but we seem no closer to resolving......

The issue is this - we purchased the printer a few months back, registered with Instant Ink but first up used the cartridges it came with. So we've now switched to the instant ink cartridges but am no longer able to print. The error given is that the printer is not registered for instant ink --> it is registered but that's not the issue. The issue, I think, is that it will not connect to HP servers to verify it.

For example, the printer is happily connected to Wi-fi and I can use the PC/Phone app to view it e.g.

and the HP Smart app will tell me when the tray is open etc so all is connected. However, if I go to the HP Instant Ink website to try and check out the registration it won't connect

The two screenshots are taken from same machine within a few minutes of each other. On advice from HP support - the printer IP address and Wi-fi has been reset etc but this doesn't help. I understand that HP support can also see the printer on their system but they can't connect to it either.

The latest advice is 

"I would kindly ask you to please contact your Internet Provider so they can separate frequencies to 2.4 GHz and 5 GHz and open the necessary ports for you. Those ports are TCP and UDP Ports: 45222 & 45223, 80, 5353, 5358, 5222, 5223, 5357, 3702, 443, 427, 8080, 209, 1900, 5298, 5350, 5351.    Also, please deactivate firewall of the router.  "

I already have a router that splits out the two frequencies and the printer is connected to the 2.4Ghz one (it can't see the other). I'm not keen on deactivating my firewall and to be honest have slim hopes of my ISP making any changes. In any case, this printer replaced an older HP printer that was connected to the exact same wifi and had no problems connecting. So think the above is not going to help.

Does anyone have other suggestions? Is there something else I can do or is it likely to be a problem with the printer itself?

[Betty0610]

@jnb72

Welcome to the HP Support Community.

Well it doesn't look like a Printer hardware issue. 

Let's disable and enable web services: To remove Web Services using the printer control panel 1. On the printer control panel display, from the Home screen, touch ( HP ePrint ), and then touch (Settings). 2. Touch Remove Web Services.

To set up Web Services using the printer control panel 1. On the printer control panel display, from the Home screen, touch ( Setup ). 2. Touch Web Services . 3. Touch Yes to accept the Web Services terms of setup. 4. The printer will automatically check updates and set up Web Services. 5. Touch OK when you see Web Services have been set up successfully. 6. When the printer is connected to the server, the printer prints an information page, and shows Web Services Summary on the screen.

Let me know if this helps.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!

Thanks!

Have a great day!

[jnb72]

Hi @betty0610,

Thank you for replying!! Very much appreciate your help.

Unfortunately this does not work. As a further update I spent quite a long time on the phone to HP support over the weekend and we still haven't resolved the issue. The things we have tried are:

- removing and reconnecting web services as your suggestion

- Removing the printer completely, reregisteting with the a new claim code and setting it back up again

- removing all network connections and then re-setting up the wi-fi

- connecting the printer to a hotspot on my phone in place of the home wi-fi

- various hard resets

- Checked it had the latest updates (it does)

Nothing seems to work. When I'm on the instant ink web page I still can't connect and therefore can't print as the cartridges won't register. It's the same issue at the HP side - I gave them the IP address and they can see the printer on their system. They were also the ones who entered the claim code so they could see that go through. Neither of us can connect the the printer though.

It was left with the issue being escalated to a different tech team. Was told it would be treated as urgent but not heard anything back yet

[Betty0610]

Sure, do wait it out. Do get back to us in the future for further assistance.

Have a nice day and stay safe!:)

[jnb72]

Thanks - I'll let you know the outcome