Incorrect page count with Instant Ink

[barnettgs]

NOTE: Dear HP Moderators, it seemed to me that you have just deleted my thread (without any explanation at all) so I'm re-posting this again.

I have just taken screenshots of this thread and so if you do this again, I will simply post this to social network!  So let's deal this with me rather than deleting it again, ok?

Hi, we have been with Instant Ink for well over a year now.  Yesterday, before printing out, I checked that we had 47 remaining pages of rollover.

Last night, upon printing 32 pages, just after 11 pages printed, an error came up on the laptop saying that the communication has gone with the printer. I went to check the printer, it has only printed 10 full pages and 1 partially.

Communication issue has never happened before while printing before so I decided to shut down this printer and then turned it on.

Back to the laptop, I selected page range of 21-32 and clicked print button. Went to the printer and when I saw the error of my way, that it was re-printing same pages starting from last page, rather than from 1st page so I cancelled it straightaway by pressing cancel button on printer.

Back to the laptop, selected page of 1-21 and off it goes.

So once all is completed, I re-checked the hp connected site again, it says that I have printed out the total of 59 pages!  It didn't made sense so I counted the number of printed pages - I have actually printed 37 pages -  32 pages all printed ok and 1 partially printed page due to communication error and another 4 pages wasted due to my user error & cancelled printing.

So that's a total of 37 actual printed pages and the hp connected says 59??  This is the first time it has happened and I had gone over the rollover pages and now used one 12/15 pages set purchased.

So it seemed that  missing pages are still counted?

I used to think it doesn't matter as long as this printer 'counts' the pages itself despite any communication error and once the printer re-connected to the network, it will re-verify counting with my account but no?  I have 'lost' 22 pages due to printer's communication error.

[Donal_M · Accepted solution]

Hi,

Instant ink should only count pages that have ink laid down. Even if it's just one word or partial print it counts as a page.  If you are experiencing internet connectivity isues with your printer, this could be the reason that you are seeing more pages printed than you expected for that day - what may have happened is that the printer may have been offline in previous days when you were printing and  those pages are showing up now that you have regained connectivity.

I've included a link below through which you can contact instant ink support if you need to check into it further.  Pease use the country flag icon to choose your support country.

https://instantink.hpconnected.com/ie/en/r

[barnettgs]

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@Donal_M wrote:
...what may have happened is that the printer may have been offline in previous days when you were printing and the those pages are showing up now that yo have regained connectivity.

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Thank you, this has made sense to me now.  I have just asked my wife if she had printed out last few days and and yes she did on Sunday 18th June, maybe Saturday as well.  Although the count didn't show up until after rebooted HP printer last night & printed out 32 pages, however print out pages for 17th or 18th June didn't show up but instead, it just showed up under 19th June which give me the wrong impression.

All of this was down to simply changing my Wi-Fi router last Friday morning - although the connection was the same, the default ip of old router was 192.168.1.254, changing to a different router whose default ip is 192.168.1.1 which explains why the printer must have been offline from the internet, yet printing was still working.  Rebooting printer made it re-connected to the internet and re-counted.

So I've just upgraded the HP plan.

Many thanks for the explanation 🙂

[Donal_M]

I'm glad to hear that