Printer will not connect to instant ink (web services)

[ruthha]

i have been struggling to connect to instant ink with my HP ENVY 6000 series for months now.  i have run every trouble shooter, diagnostic tool, print and scan doctor i can find but no luck.  i have tried to add it as a new printer and i get so far in that process but then i get the message that the set up wizard cant find the printer (despite it already having found and connected it).  I have done all the shut down and start ups, resetting routers, pausing anti virus tools etc.  

the printer is connected to the same wifi as my computer,  The wifi icon is lit up and i can see it on my network.  Wifi is not the issue - connecting to the web services is where i have difficulty.  I have been paying for my subscription for months and have no working printer and the virtual assistant and never available chat are of no use at all.   can any of you bright people help please?

[Sneha_01]

Hi @ruthha,

Welcome to HP Support Community.

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

It sounds frustrating to deal with connectivity issues with your HP ENVY 6000 series printer and HP Instant Ink services, especially when you've tried many troubleshooting steps already. Given that your printer is connected to the Wi-Fi network but having trouble connecting to Instant Ink web services, here are some advanced troubleshooting steps to help resolve the issue:

1. Verify HP Instant Ink Enrollment

• Check Subscription Status:
  • Log in to your HP Instant Ink account and verify that your printer is correctly enrolled and that your subscription is active.

2. Ensure Printer Firmware and Software are Updated

Update Printer Firmware:

• Visit the HP Support website and download the latest firmware for your HP ENVY 6000 series printer.
• Install the update as per the instructions provided.

Update HP Smart App:

• Ensure you have the latest version of the HP Smart app installed on your computer or mobile device.

3. Check Printer Connectivity

Reboot Router and Printer:

• Unplug your router and printer, wait for about 60 seconds, then plug them back in. This can sometimes resolve connectivity issues.

Network Configuration:

• Print a network configuration page from your printer’s control panel to ensure it is connected to the correct Wi-Fi network.

4. Reconfigure Web Services

Reset Web Services:

• On your printer’s control panel, go to the settings or setup menu, find “Web Services,” and select “Reset Web Services” or a similar option.

Re-enable Web Services:

• Re-enable Web Services from the printer’s control panel. You might need to agree to the terms and conditions and reconfigure the settings.

5. Use HP Smart App to Reconnect

Open HP Smart App:

• Open the HP Smart app on your computer or mobile device.

Add Printer:

• If the printer is not added, try adding it again. Follow the on-screen instructions to connect to Instant Ink.

Reconnect to Web Services:

• In the HP Smart app, go to the printer settings and look for an option to reconnect or configure web services.

6. Check Firewall and Security Settings

• Firewall and Antivirus Settings:
  • Ensure that your firewall or antivirus software is not blocking the printer’s connection to the web services. Temporarily disable them and try connecting again.

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