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HP Recommended
HP Officejet Pro 8620
Microsoft Windows 8.1 (64-bit)

I have been using my 8620 for about 6 months now and have had zero issues with it...until yesterday (Saturday, April 25, 2015).  When I select the "Ink" icon on the Main screen of the printer display, the display shows this error:

 

HP Instant Ink Status

Connect printer to update HP Instant Ink status.

 

I then press the Connect button.  The display then shows "Now Connecting" with a circle in the middle.

 

After this or whenever I attempt to print anything the display reads:

 

No Internet Connection

The printer could not connect to the Internet.

If your network does not use a proxy server, try turning the printer off and then on again.  If your networkk uses a proxy server, touch Set Proxy, and then try again.  If you are still unable to connect, contact your Internet service provider or your administrator.

 

I have turn[ed] the printer off and then on again.  I have set "Set Proxy" to "None" and "Automatic".  Nothing fixes this issue.  After I either "Set Proxy" or select "Retry", I get the "Now Connecting" message on the printer's display.  Then, I am back to the No Internet Connection message, again.  Everything prints fine after this cycle...until I send a new print job to the printer.  I never get the ink levels to display on the printer.

 

Any thoughts?

 

(PS This situation is similar to the one in the message Printing problem with 8620 .)

(PPS  During this issue, the clock on the printer somehow was 5 hours ahead of my local time.  I reset the clock to the proper time but the problem persists.)

 

 

15 REPLIES 15
HP Recommended

Getting the same problem on my 8620 starting around 5pm today. It must be on HP's side.

HP Recommended
I'd love to hear some feedback from hp on this as well. The problem started happening to me on the night of the 26th as well and I don't feel like changing a bunch of settings if I don't have to.
HP Recommended

Hey @ALAPACKFANS@powertorq,  and @BigJuicey77

 

Thank you for posting in the HP Support Forum.  :robothappy:

 

I understand that each of you respectively are encountering connection errors and on your HP Officejet Pro 8620 e-All-in-One Printers.  I would like to help as I do understand how important it is to have a consistently functional printer setup.  

 

I have some suggestions that may clear up this issue.  Please try the following:

 

  • From your printer's front panel, touch the webservices/ePrint icon (ePrint.gif). 
  • If your printer displays an ePrint address, touch the gear (settings) icon.  
  • Scroll down and touch Remove Webservices*
  • *IMPORTANT NOTE: completing the above-noted step will permanently erase your current _____@hpeprint.com address.  If you have a custom HP ePrint address you will not be able to use it again.  For more information on custom ePrint addresses click here.  
  • Next, with your printer still powered on, remove your ink cartridges.  (If you're not sure how, click here for steps on page 99 of your printer's user guide).  
  • Next, leaving the printer powered on, remove the power cord from the back of the printer.  
  • Naturally, your printer will power off - leave it unplugged for at least one full minute.
  • Next, re-insert the power cord in the back of your printer.  If it does not power on automatically, press the power button to reboot as indicated below

8620 Power.png

  • Once your printer has powered back on, wait for it to prompt you to insert its ink cartridges. Once prompted, reinsert your ink cartridges, leaving the printer powered on while you do so. 
  • This will result in your printer printing out an alignment page - scan it as directed.
  • With all of the above-noted steps completed successfully, touch the webservices/ePrint icon (ePrint.gif) to re-enable webservices.  This should result in your printer printing out an info sheet indicating your new claimcode, which is the combination of characters preceding the @hpeprint.com portion of your ePrint address.  
  • Click here to sign into your HP Instant Ink account.  (If you are a United Kingdom Instant Ink subscriber you will likely need to configure your Country settings as this link defaults for USA users).  
  • On the Instant Ink Dashboard (your account status page) re-add the printer to your account using the new claimcode from the info sheet you just printed.  If for some an info sheet did not print, you can touch the webservices/ePrint icon (ePrint.gif) to retrieve this information from your printer's display.  

Ideally, this will restore your printer's normal functionality and will clear out any connection errors or HP Connected referral prompts.  If the above-noted steps fail to resolve the issue, I recommend you call our Cloud Services at 855-785-2777. If you live outside the US/Canada Region, please click the link below to get the support number for your region.

http://www8.hp.com/us/en/contact-hp/ww-phone-assist.html

 

Please let me know the result of your troubleshooting by responding to this post.  If I have helped you resolve the issue, feel free to give me a virtual high-five by clicking the 'Thumbs Up' icon below. 

 

Thanks again for posting in the HP Support Forum and have a great day!  

 

:robotvery-happy:

 

E-roq
I work on behalf of HP

If you found this post helpful, you can let others know by clicking the Accept as Solution button. You can also show your appreciation, with a kudos, by clicking the thumbs up" button!

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Thank you, E-Roq. Your suggestion regarding "no Internet connection," worked successfully. I spent way too much time on hold trying to get help on the phone with no success, but you solved my problem. I appreciate it.  I'm keeping a copy of your suggestion in the file in case I need it again. Have a great day.

HP Recommended

Thanks E-roq... I just wanted to let everyone else know I chatted with HP Support yesterday and had another set of steps that fixed my problem.  Those with instant-ink should be aware they have had some server issues the past few days that may have caused these issues.

 

These steps fixed my problems:

1. Turn off printer and disconnect all cables from the printer (to release static charge)

2. Wait for 3 minutes

3. Press and hold the power button for 60 seconds without connecting the power cable

4. Then connect only the power cable

5. Power on printer

 

This worked for me... printing worked, I was able to check my ink levels, etc. and didn't see the error messages any more.

HP Recommended

:robotlol: Thanks for the reply, @E-roq. :robotlol:

 

I followed your recommendations and, except for no printer alignment page spitting out, it all went swimmingly.

 

I was able to print from my laptop with no issues and the "Ink drop" icon from the Main screen is working fine now.

 

Once I see how the printer performs with my daily printables tomorrow AM, I will Accept as Solution.

 

Regardless, going to mash the button KUDOS once I send this and add this info to my personal toolkit...just in case. :robotwink:

HP Recommended

Thanks for your input, @powertorq.

 

I'll add your info to my "how to fix the printer" file.  Being somewhat "linear-minded," I worked through the steps given by @E-roq first.  However, I'll try yours first if this happens again.  (Yeah, what are the odds of that happening?)

 

Did mash the Kudos for your post.  I appreciate your time.

HP Recommended

As another post-script to my original message...

 

While I am enrolled in the Instant Ink program, I have yet to insert the cartridges from the starter kit.  Don't know if that will help anyone in the future but I wanted all variables to be known.

 

Salut!

HP Recommended

I just removed webservices, re-added it, and then put the claim code into HP's website and everything started working again. This was per a call to tech support....no powering down or removing cartridges.

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