Stuck on error screen, cannot connect to WIFI

[Jenna810]

I have an HP OfficeJet 3830. It reset itself and when we power it on, it is not connected to the WiFi so it goes directly to a screen stating, "cartridge cannot be used until printer is enrolled in HP instant ink." 

But I AM enrolled and it wont know that until I can connect it to the internet but there is no getting past this message on the touchscreen. Is there a hard reset option or do I need to just get a new printer? I have been paying for a subscription for 3 months with no working printer. Help!

[Garp_senchau]

@Jenna810, Welcome to HP Support Community,

Thank you for posting your query; I’m here to help by guiding you through steps to resolve this issue

1. Ensure Web Services are Enabled

An interruption of the printer's connection to the Instant Ink service can cause cartridge or connection errors. Follow these steps to turn on Web Services:

1. Check the printer and make sure it is connected to the internet via Wi-Fi or Ethernet.
2. If an option to enable Web Services is accessible on your printer, activate it. For detailed instructions visit HP Printers - Turn On Web Services.

2. Reinsert the Ink Cartridges

Remove and reinsert the ink cartridges to ensure they are seated correctly.

1. Turn on the printer.
2. Open the cartridge access door.
3. Wait for the cartridge carriage to stop moving.
4. Remove the ink cartridges and reinsert them into the proper slots until they snap into place.
5. Close the cartridge access door.

3. Reset the Printer

If the printer has a rechargeable battery, remove it before resetting the printer.

1. Press the power button to turn off the printer. If it does not turn off, disconnect the power cord from the printer.
2. Unplug the power cord from the power source.
3. Wait for 60 seconds.
4. Connect the power cord directly to a wall outlet and reconnect it to the printer.
5. Turn on the printer to complete the reset.

4. Connect the Printer to the Internet

To resolve any connection issues, verify the printer is connected to your Wi-Fi network.

1. Ensure that the blue wireless light on the printer is solid and not blinking. If it is not, reset your printer and router.
2. Use the Wireless Setup Wizard on the printer to reconnect to your Wi-Fi network.

5. Check Your Instant Ink Enrollment Status

Sign in to your Instant Ink account to check the status of your printer.

1. Sign into your Instant Ink account.
2. Click Overview or Printers and check the printer status.

6. Update Printer Firmware

Ensure the printer firmware is up-to-date for optimal performance.

1. Navigate to the HP Smart app or your printer's control panel to check for firmware updates.

Also, you may refer to this guide: Solve Instant Ink cartridge and printer problems | HP® Support

I hope this helps.

Please feel free to reply here if you have any questions or if you need further clarification on any of the steps. 

Take care and have a good day. 

If my response helped, please mark it as an Accepted Solution! ✅ It helps others and spreads support. 💙 Also, tapping "Yes" on "Was this reply helpful?" makes a big difference! Thanks! 😊

Regards,

[Jenna810]

Thanks Garp! I hope your comment assists someone. Unfortunately with my issue, I cannot bypass the screen I am getting in order to even re set up the wifi connection. I have tried removing the ink cartridges all together and then am stuck on a screen telling me to insert them. There seems to be no getting past this screen which wouldn't exist if I could only connect the internet again. I have been using the printer for about 5 years and I don't know what made it reset but without the wifi connected, it is not registering that I have the account it is insisting I need to setup.

[Garp_senchau]

Hey @Jenna810, 

Thank you for your response

Let's try these:

Restart the Printer

1. Turn off the printer.
2. Unplug the power cord from the back of the printer.
3. Press and hold the power button for 30 seconds.
4. Wait for 60 seconds and connect the power cord back in.
5. Turn on the printer.

Additionally, try using USB to connect the printer and see if you can do anything with it.

Reference: HP printer setup (USB cable) | HP® Support

Let me know how it goes.

Take care and have a good day. 

If my response helped, please mark it as an Accepted Solution! ✅ It helps others and spreads support. 💙 Also, tapping "Yes" on "Was this reply helpful?" makes a big difference! Thanks! 😊

Regards,