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I get a message saying that there is an error with my account whenever I sen d an item to be printed. I need to click OK to have it processed. I am told to sign in to HP SMART but I don't see any issues or instructions. This just started when I got a new computer and inatlled my printer

1 ACCEPTED SOLUTION

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Hi @csprings,

 

I am sorry to hear that the above steps did not help much but i do appreciate your efforts in performing the troubleshooting steps.

 

Please follow the below steps to fix the issue.

 

A) Refer to the steps on this link to restore factory defaults on your printer.

 

B) Now follow the steps below to uninstall and reinstall the printer software.

 

1) Uninstall the HP smart app by click on this link, Restart the computer or mobile device to clear possible error conditions.

 

2) Refer to this link to use the HP smart app on your phone/tablet/PC to add a printer.

 

Note: Enable Bluetooth for an HP Smart app setup: Enable Bluetooth on your computer or mobile device so that HP Smart can detect the printer during the setup.

 

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

 

I hope this helps.

Take care and have a great day ahead!

 

Irwin6

HP Support

Irwin6
I am an HP Employee

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!

View solution in original post

3 REPLIES 3
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Hi @csprings,

 

Welcome to the HP Support Community.

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

 

I see that you are looking for help with logging into to your instant ink account.

A) Please follow the steps below to perform a power drain.

 

1) Take out the cartridges

2) Unplug the power cord from the printer & wall.

3) Press and hold the power button down for 15 seconds and release the power button, wait for about 30 seconds.

4) Plug the power cord back into the printer and wall, ensure the printer is plugged into the wall & not into a surge protector.

5) Insert the cartridges back into the printer.

Remove the cartridges > Unplug the power cord > Wait for 30 seconds > Plug the power cord back in > Insert the cartridges

 

B) Kindly refer to the steps on this link to update the printer firmware.

 

C) If the issue still persists, refer to the steps on this link to further troubleshoot and let me know if that resolves the issue.

 

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

 

I hope this helps.

Take care and have a great day ahead!

 

Irwin6

HP Support

Irwin6
I am an HP Employee

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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Thanks for all of this information but I don't use the instant ink program. It seems that the failure of the printer to maintain a wireless internet connection causes the HP Smart app to indicate that the printer is not ready even when it has restored connections and works just fine. When the app is set to think the printer is not connected I have to either press OK on the printer to override the error message or restart the printer to reset the status in the app. The HP appears to be the weak here since it can't maintain a proper record of the printer's status.

HP Recommended

Hi @csprings,

 

I am sorry to hear that the above steps did not help much but i do appreciate your efforts in performing the troubleshooting steps.

 

Please follow the below steps to fix the issue.

 

A) Refer to the steps on this link to restore factory defaults on your printer.

 

B) Now follow the steps below to uninstall and reinstall the printer software.

 

1) Uninstall the HP smart app by click on this link, Restart the computer or mobile device to clear possible error conditions.

 

2) Refer to this link to use the HP smart app on your phone/tablet/PC to add a printer.

 

Note: Enable Bluetooth for an HP Smart app setup: Enable Bluetooth on your computer or mobile device so that HP Smart can detect the printer during the setup.

 

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

 

I hope this helps.

Take care and have a great day ahead!

 

Irwin6

HP Support

Irwin6
I am an HP Employee

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!

† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.