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Archived This topic has been archived. Information and links in this thread may no longer be available or relevant. If you have a question create a new topic by clicking here and select the appropriate board.

‎03-17-2017 07:56 AM

HP Recommended
Product: Instant Ink

Is there a problem with the Instant Ink website?  I am trying to log in and I can see the website but it is covered by a gray screen with little flecks.  I can't click on anything.  What the heck is going on?

10 REPLIES 10

‎03-17-2017 08:08 AM

HP Recommended

I will add that this is only happening on my laptop computer.  I can log in using a browser on my phone.  I don't want to view this on my tiny phone screen, I'd really like to see it on my computer.  Anyone have any suggestions as to what is wrong?

 

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‎03-17-2017 08:37 AM

HP Recommended

Strangest thing ever.  I originally tried to sign on with Google Chrome.  So I tried to sign on with IE.  I got to the login page, so I copied the link and pasted it to Chrome.  Then I was able to login.  When I was done, I wanted to check another Instant Ink account (I have 3).  When I logged off of the first one I was looking at, back comes the gray screen and once again I cannot click anything.  But I had bookmarked that screen that had worked.  Click the bookmark, BOOM, I'm back to a screen where I can log in.

 

So this website is very strange.  Can anyone explain this to me???

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‎03-17-2017 11:39 AM

HP Recommended

Hello @d3d,

 

Welcome to the HP Support Forums!

 

I understand that you're experiencing issues with the Instant Ink website. I would be happy to help you and please remember to return to this thread and mark 'Accept as Solution', if I have successfully helped you resolve the issue. If you wish to say 'thanks' for my effort to help, click the 'thumbs up' to give me a Kudos.

 

It sounds like you have something stored in the cache and cookies of your Chrome Browser.  You have already proven that the issue is not with the website as it loads on another internet browser and it works for me.  What you're likely seeing is an ad or pop-up on the page causing you issues or there is something stuck in the settings of your browser.

 

You could always try installing an ad blocker on Google Chrome, however, I recommend that you clear your cache and cookies and try again. 

NOTE:

  • Cookies, which are files created by websites you’ve visited, and your browser’s cache, which helps pages load faster, make it easier for you to browse the web.
  • Clearing your browser’s cache and cookies means that website settings (like usernames and passwords) will be deleted and some sites might appear to be a little slower because all of the images have to be loaded again.

 

Otherwise, I would uninstall and reinstall Google Chrome. 

 

Please let me know the results. 🙂 

 

Your Trusted HP Instant Ink Services Specialist

Drakster
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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‎03-17-2017 01:27 PM

HP Recommended

Cleared cache and cookies.  Didn't help.  Don't have time at the moment to reinstall Chrome.  Thanks for the suggestions but unfortunately still not resolved.

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‎03-17-2017 01:48 PM - edited ‎03-17-2017 01:49 PM

HP Recommended

Hey @d3d,

 

Thanks for getting back to me. 🙂 

 

I think I know what the problem is. This is what the page should look like, see the image below. HP made changes to the website that your browser can't view.

 

Please try updating Java, see this guide: Java and Google Chrome Browser.  

 

Instant Ink homepage: https://instantink.hpconnected.com/us/en/r

 

 

Please let me know if this helps. 🙂 

 

Your Trusted HP Instant Ink Services Specialist

Drakster
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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‎03-21-2017 08:08 AM

HP Recommended

The Java guide that the enclosed link sends me to basically says that if I can't get where I want to go on Chrome, I should just use another browser.  Not much of a fix, is it?

 

Anyway, I guess I'll have to remember to fire up IE if I need to check my usage in the future.

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‎03-21-2017 08:11 AM

HP Recommended

Yes, the background behind that white box is what I get, without the white box.  It obscures the home screen and doesn't allow me to click anything, nor sign in.

 

The link I was sent to, a guide, basically says if Chrome can't get me there, I should use another browser.  Not a solution I was hoping for but since I know from experimenting that I can get there on IE, I guess in the future if I want to check my InstantInk usage, I'll have to use IE.

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‎03-21-2017 08:51 AM

HP Recommended

Hello @d3d,

 

Thanks for getting back to me. 🙂 

 

What you're seeing is the new landing page. The reason you can bypass the landing page with your other account is because you're using a favorite.  Any new account will be directed to the landing page. 

 

If you updated Java and rebooted the browser and still experience the same issue. I recommend that you try updating Adobe Flash Player. 

 

Otherwise, uninstall and reinstall Google Chrome as the problem is with the browser. 

 

Please let me know. 🙂 

 

Your Trusted HP Instant Ink Services Specialist

Drakster
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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‎03-21-2017 09:00 AM

HP Recommended

This problem is at work and since I work only a few hours a day, I just don't have the time to be installing and re-installing lots of stuff.  I'll just have to use the workaround of using IE to access the data right now.

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