Instant Ink not connecting to printer

[Dog_Fish]

Hi,

I purchased the Envy 5032 Printer two months ago, my problem is the printer wont allow me to print using the HP instant ink cartridges, I get the following message: "This cartridge can only be used in a printer that is currently enrolled in HP Instant Ink."

I am however enrolled i have attached an image of the hp instant ink webpage.

The page says i the printer is online but fails to connect to the printer it has been like this for about a month, the printer is connected to the internet and web services is enabled, following some other guides i found, i set the printers DNS to 8.8.8.8 and 8.8.4.4 and set up a manual IP configuration. but these changes have not made a difference.

Sometimes but not always i get the following message on the embedded web server:

But usually disappears upon pressing try again, as the printer says its connected to HP Connected i have no idea as to why it wont connect to instant ink.

Kind Reguards.

[TEJ1602]

@Dog_Fish, Welcome to HP Support Community!

I see that you have pretty much performed all the possible troubleshooting steps. Additionally, follow the steps in the below order:

Update the printer firmware

HP regularly releases new printer firmware versions with product enhancements or issue fixes. Depending on your printer, apps on the printer control panel might also receive updates. Update firmware and apps on a regular basis to make sure you are getting the most out of your printer. Refer to this link for help

Reconfigure the wireless settings on the printer

Access the Wireless Setup Wizard through the printer control panel to establish a wireless connection between your printer and network.

1. From the home screen of your printer control panel, touch the Wireless icon 

2. Touch the Setup icon 

3. Touch Restore Network Defaults or Restore Network Settings, and then touch Yes to confirm your selection.

4. After the default network settings are restored, touch the back arrow, touch Wireless Settings, and then touch Wireless Setup Wizard.

   The printer searches for available networks.

5. Touch the name of your wireless network.

6. If your wireless network does not display in the list of wireless networks, touch Enter New Network Name, and then type the name of your wireless network.

7. Type the WEP or WPA key (network password), and then touch Done.

   If you do not know your network password, go to Find Your Wireless WEP, WPA, WPA2 Password.

   Once the printer connects to the wireless network, the blue Wireless light on the control panel turns on solid.

Alternatively, you can try removing the web services.

1. On your printer control panel, touch or press the HP ePrint icon or button, and then touch or press Settings.

   If your printer control panel does not have an icon or button, navigate to Web Services Setup, Network Setup, or Wireless Settings to open the Web Services menu, depending on your printer model.

2. Select Turn Off, Disable, or Remove, depending on your printer model.

3. Follow the on-screen instructions to turn off Web Services.

Restart the printer and then enable the web services. You can try this for two-three times. Log in to the HP Connected page and check if you see an option to add the printer.

Keep me posted for further assistance.

Cheers 🙂

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

[Dog_Fish]

Hi, Thank you for the reply, the printer said the latest firmware had been installed, I have reconfigured the wireless settings on the printer and have disabled and enabled the web services, none of these have fixed my issue, My printer was already working with HP connected and continues to work it just wont connect with HP instant ink.

[TEJ1602]

@Dog_Fish

That's unfortunate, the only option left is to perform a full reset and re-initialize the printer. 

The reset instructions are specific for your printer and performing those steps on a different printer may brick the device. I've sent you a private message with reset instructions, follow the reset instruction to perform a full reset and re-initialize the printer. 

In order to access your private messages, click the private message icon on the upper right corner of your HP Forums profile, next to your profile Name or simply click on this link.

Let me know the outcome.

Cheers 🙂

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

[Dog_Fish]

Thank you however this solution has not worked, Is there anything more you can suggest?

Could it be an error on the instant ink account rather than a problem with the printer?

[TEJ1602]

@Dog_Fish

It could be an issue with the Instant Ink Account. I would recommend you to try our other support options for further assistance.

Visit the Instant Ink webpage, on the right top corner select the country.

You will be able to get the contact number to talk to our representative.

This should help. Keep me posted if you need any further help.

Cheers 🙂

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!