printer says it is disconnected and refuses to print

[etienne10]

My printer pretends it is disconnected (in the hp smart app) though it is actually connected on my wifi networks.

I have printed test report and it says it has a valid ip address

I also suspect that a recent cancellation of my hp instant ink contract might be the cause, though the toner installed in my printer has not been delivered by the instant ink program

How can I fix this

[Sneha_01]

Hi @etienne10,

Welcome to HP Support Community.

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

It seems like your HP printer is configured to work with HP Instant Ink, and it's prompting you to enroll in the service to use the newly installed cartridge.

NOTE: Once you cancel the instant ink account you can use any genuine HP ink cartridges and the printer will work. 

At first, let's try the steps below.

Please try to disable the web services once. You may Click Here to check how to disable the web services.

Once done please try a network restore on the printer. 

• Disconnect the power cord from the router.
• Turn off the printer.
• Turn off the mobile device/PC.
• Reconnect the power cord to the router, then wait for the Internet activity light to display a normal connected status.
• Turn on the printer.
• Turn on the mobile device/PC.
  Could you please try these steps to connect the printer to the network (in case of dual-band routers, please use the 2.4 Ghz wireless connection for the printer):
•  Remove HP Smart App from your mobile device (if already installed).
•  Press the Wireless button and the Cancel button from the printer control panel at the same time, and then hold them for three seconds.
• Download and install HP Smart App on your mobile device from the app store.
• Open HP Smart App and follow the onscreen instructions on the screen to connect the printer to a wireless network.

If issue persists, Here are steps you can take to resolve the issue and use your printer without HP Instant Ink:

Check Cartridge Compatibility: Ensure that the cartridge you purchased locally is compatible with your specific HP printer model. Verify this information by checking the printer's manual or visiting the official HP website.

Reset the Printer: Turn off your printer and unplug it from the power source. Wait for about 1-2 minutes to allow the printer to fully power down. Then, plug it back in and turn it on. This can sometimes help in clearing error messages.

Update Firmware: Check if there's a firmware update available for your printer. Visit the official HP support website, enter your printer model, and download and install any available firmware updates. Firmware updates can sometimes address compatibility issues. Click Here

I hope this helps.

Take care and have a good day.

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!

Rachel571 

HP Support

[etienne10 · Accepted solution]

Hi Rachel,

Thank you for your reply. Before you answered I had done a factory reset and a HP smart reinstall (I guess it's more or less what you suggested), and it worked, I'm able to print again. Thanks for your help.

Pretty bad bug for HP,  to find out that HP decided on its own to lock my printer, based on wrong assertion (ie assume my toner was provided by a former Instant Ink agreement, though it wasn't)

regards,

Etienne

[Sneha_01]

Hi @etienne10,

Thank you so much for your response. I am glad the issue is resolved.

Is there anything else that I can help you with today?

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!

Take care and have a great day ahead!

Rachel571 

HP Support