Printer says not connected and won't print; but HP smart says it is connected

[CV42]

My printer has decided to stop printing.  It acts like it will print (shows up as an available option; starts all the print noises) BUT then it stops and says "Cannot print.  Connect printer to Update HP Instant Ink Status."  When I select "Connect" it thinks briefly then says "updating the printer; the printer is being updated. This process might take several minutes. Touch "OK" to continue printing."  But that screen never goes away on it's own (until the screensaver comes on) and pressing OK does nothing and it never connects or prints.  So...because it can't check status it won't print.

BUT...it is connected.  The Web Services Status (when I look at the HP smart app) says "Web Service Status: Enabled; Internet Connection: Connected; Printer Connection to HP Connected: Connected".  The printer, on the physical device, doesn't think it's connected BUT per HP Smart it is connected.  

I've tried everything.

*Check for firmware updates (says up to date)

*power off, unplug etc (waited ~5 min)

*have tried wireless AND hardwired

*shut down computer

*restart router

(NOTE did all the above in the recommended order: turn all off then back on as follows: router then printer then computer)

*remove cartridges and re-install

*uninstall reinstall (both manually and auto detect) (says "ready" no issues detected)

*HP Smart Diagnose & FIx (says no problems detected)

*Remove Web Services and Reinstall (Note: while it says connected on HP smart; it won't print that same detail on the printer because...it won't print, because...it doesn't know if it's allowed to, because...it can't check the HP Ink status.)

*Factory Reset printer

The issue appears to be in the printer itself as everything looks like it's "Working" when I'm on the computer (windows says "ready"; hp smart says "ready"; hp smart says "web services connected"; internet is working; etc)  PS - Per my Instant Ink account website, the last time the printer synced was yesterday afternoon (at which point I had it on, but also couldn't get it to print but at that time it didn't give me the same error message; it just wouldn't do anything).

Every piece of advice I've found is trying to solve internet connectivity...but it appears connected (HP Smart sees it; it's just HP Instant Ink that doesn't).  

I'm stuck.  Help.  

[YourITBuddy]

It sounds incredibly frustrating to have your HP OfficeJet Pro 8715 stuck in this loop, especially after trying so many troubleshooting steps! The core issue seems to be a communication breakdown specifically with the HP Instant Ink service, even though other connectivity indicators appear fine.

Since you've already covered the common fixes extensively, let's try a few more targeted approaches:

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Advanced Troubleshooting Steps

Here are some additional steps that might help resolve this specific "Cannot print. Connect printer to Update HP Instant Ink Status" error:

1. Check Printer's Date and Time

Ensure the date and time on the printer's control panel are correct. Incorrect date/time settings can sometimes cause issues with secure server communications, including those with HP Instant Ink.

2. Manually Set DNS Servers on the Printer

Sometimes, the default DNS servers provided by your Internet Service Provider (ISP) can cause intermittent issues with specific services. Manually setting these on your printer might help. You'll usually find this option in the printer's network settings, possibly via the Embedded Web Server (EWS).

• How to Access EWS: Find your printer's IP address (you can usually find this in the network settings on the printer display or via the HP Smart app). Type this IP address into a web browser on a device connected to the same network.
• Navigate to Network Settings: Look for "Network" or "Networking," then "Advanced Settings" or similar.
• DNS Settings: You should find an option for "DNS Server Configuration" or similar. Change it from "Automatic" to "Manual" and enter the following:
  • Preferred DNS Server: 8.8.8.8 (Google's Public DNS)
  • Alternate DNS Server: 8.8.4.4 (Google's Public DNS)
  • Or, you can use Cloudflare's DNS: 1.1.1.1 and 1.0.0.1
• Save the changes and restart the printer.

3. Check for Router/Firewall Interference

While you've restarted your router, there might be specific security settings (like advanced threat protection, content filtering, or specific port blocking) that could be interfering only with the HP Instant Ink communication.

• Temporarily Disable: If you're comfortable doing so, temporarily disable any advanced security features or firewalls on your router. Test if the printer can update its status. Remember to re-enable these features afterward.
• Check for MAC Filtering: Ensure MAC filtering isn't accidentally blocking the printer.

4. Re-engage Web Services via EWS

You mentioned removing and reinstalling Web Services. Try doing this again, but this time specifically through the printer's Embedded Web Server (EWS), if you haven't already. Sometimes, accessing these settings directly via the EWS can be more effective. Look for a "Web Services" tab or section. Try disabling, waiting a minute, and then re-enabling.

5. Perform a "Hard Reset"

This is slightly different from just unplugging and can sometimes clear more persistent issues:

1. With the printer turned on, disconnect the power cord from the rear of the printer.
2. Unplug the power cord from the wall outlet.
3. Wait at1 least 60 seconds.
4. Plug the power cord back into the wall outlet.
5. Reconnect the power cord to the2 rear of the printer.
6. The printer should turn on by itself. If it doesn't, press the power button.

6. HP Instant Ink Account Review (Deeper Dive)

You mentioned your Instant Ink account showed the last sync was yesterday afternoon.

• Log back into your HP Instant Ink account online.
• Carefully review your printer's status. Are there any unacknowledged messages, account holds, billing issues, or specific error flags related to your printer?
• Ensure your shipping information and payment details are up to date, as any issue here can sometimes affect service.

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Contact HP Instant Ink Support Directly

Given that the error message explicitly mentions "HP Instant Ink Status" and you've exhausted most user-level troubleshooting for general connectivity, this issue might require direct intervention from HP Instant Ink support. They can:

• Check the status of your printer and account from their end.
• See if there's a provisioning or communication issue specifically between your printer's serial number and their servers.
• Force a sync or reset from their side if necessary.
• Guide you through any model-specific advanced resets if deemed appropriate.

When you contact them, be sure to detail all the steps you've already taken. This will help them understand the situation quickly and avoid suggesting things you've already tried.

It's a tenacious problem, but hopefully, one of these more targeted steps or direct support from HP Instant Ink can get your printer back up and running!

[CV42]

YourITBuddy - Thanks so much for the detail.  As it happens, this morning when I turned it on it had a different message AND an email that said to take the cartridges out and put back in (which I did yesterday to no avail) so I did that and naturally it worked. 

That said, I have little faith it will keep working so I'll keep this detail for when it happens again and will advise if it does or doesn't work.  Again, appreciate all the detail you provided.