Cannot confirm Instant Ink account as cannot access wireless settings

[DaveB93]

Hello, I have an Instant Ink subscription for my Envoy5010. All has bee working fine for well over a year.

Yesterday there was  a momentary electricity cut. When the power resumed the wireless network light was not illuminated on the printer. After going through the start up procedure, the printer display informs me that the ink cartridges cannot be used as the printer cannot confirm that I have an instant Ink subscription. Presumably because it is not connected wirelessly.

There appears no way to move off the message screen on the printer to access Settings. No response to pressing the wireless symbol on the touchscreen. No other symbols on the touchscreen apart from the error message. 

Unplugging the printer, wait for  minute, restart, same message.

Take the printer cartridges out, restart, the printer and start up wont continue pass the point of 'insert print cartridges'. Install print cartridges and we are back to the same message.

Basically I cant use the printer as I need to access the internet, but the error message wont allow me access the wireless settings (or any other settings or menus).

Anyone any ideas apart from buy some none HP Instant Ink registered cartridges?

[Sneha_01]

Hi @DaveB93,

Welcome to HP Support Community.

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

It sounds like your HP Envy 5010 is stuck on an error screen related to Instant Ink and is not allowing you to access the settings to reconnect to your wireless network. Here’s a structured approach to resolve this issue and get your printer back to normal operation:

1. Basic Troubleshooting

**a. Power Cycle the Printer:

• Unplug the Printer: Disconnect the power cord from the printer.
• Wait: Leave it unplugged for about 60 seconds.
• Reconnect: Plug the power cord back in and turn the printer on. This might help clear temporary issues.

**b. Reset Wireless Settings:

• Press and Hold Wireless Button: If your printer has a wireless button, press and hold it for about 15 seconds. This might reset the wireless settings and could help in accessing the menu.

2. Accessing Printer Settings

**a. Use the Printer’s Control Panel:

• Navigate Menu: If the touchscreen is unresponsive, try using any physical buttons if available to navigate through the menu. Sometimes printers have physical buttons for menu navigation even if the touchscreen is not functioning correctly.

**b. Hard Reset:

• Factory Reset: If possible, perform a factory reset to restore default settings. This might clear the stuck error message. Check the user manual or HP’s support site for specific instructions on how to perform a factory reset on your model.

3. Reconnect to Wireless Network

**a. Use the HP Smart App:

• Open the App: Download and open the HP Smart app on your smartphone or tablet.
• Add Printer: Try to add your printer through the app and follow the on-screen instructions to reconnect it to your wireless network.

**b. Wireless Setup Wizard:

• Manual Setup: If you can access the wireless setup wizard, use it to reconnect your printer to your Wi-Fi network. This is usually found in the printer’s settings menu.

4. Troubleshoot Instant Ink Subscription

**a. Verify Subscription Status:

• HP Instant Ink Account: Log in to your HP Instant Ink account online and verify that your subscription is active and there are no issues with your account.

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

[DaveB93]

Hello Rachel,

I am afraid your solutions don't work.

The printer is stuck in its start up phase.

It wont allow you to access the touch screen main menu unless their is ink cartridges installed and it has completed its start up. So I cant reset the printer or change network settings or re-link to the Instant Ink account at this point.

As soon as I install the ink cartridges, the printer recognises that these are Instant Ink cartridges and says 'hang on you cant use these as I cant find that you are registered to an Instant Ink account.' The touch screen is also disabled and I cant access any menu commands or turn on the wireless network button.

From the HP page it appears that the only way to reset the printer is via the touchscreen menu (no physical buttons) and this is disabled by the Instant Ink cartridges/account problem.

Suggestions?

[Raj_05]

Hi @DaveB93,

Thank you for your response, 

I'm sending a private message to assist you with the next action.

Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link.

I hope this helps! Keep me posted.

Alden4

HP Support