Page count very off after technical issues

[KS194]

I had to do a large print job today and my printer froze a few times during it. It counted all of the pages even during the freeze, putting me at 50 or so pages higher than were actually printed. The app would pop up with "print job completed" on a few 6-9 page documents when not a single page printed. How do I get credit for these pages back? I upgraded my plan in order to accommodate and do not want to have to upgrade again because the next step up is double the cost.

[Kuroi_Kenshi]

Hi @KS194,

Welcome to the HP Support Community!

Thanks for reaching out!

We're thrilled to have the opportunity to assist you and provide a solution.

I understand your HP OfficeJet Pro 8025e counted many pages incorrectly during a large print job, showing pages printed even though some didn’t actually print, and you want to recover these pages for your Instant Ink plan. Let’s go through some steps.

Check Print History in HP Smart

Open HP Smart → Instant Ink → Print History.

Verify which pages were counted incorrectly.

Note the date, document names, and number of pages that weren’t actually printed.

Confirm Printer Logs

On the printer control panel, print a Usage/Status Report (found under Settings → Reports → Usage/Status).

Compare the report to your HP Smart history to confirm the discrepancy.

Power Cycle the Printer

Turn off the printer completely.

Unplug it for 30 seconds, then plug it back in and power it on.

This can clear temporary communication errors that sometimes cause page miscounts.

Check for Stuck Print Jobs

On your computer, open the Print Queue for the 8025e.

Cancel any stuck or duplicate jobs.

Restart HP Smart and ensure no old jobs are being retried automatically.

Verify Firmware & App Updates

Update your printer’s firmware via HP Smart.

Make sure the HP Smart app is up to date.

Restart both printer and computer after updates.

Track Page Counting Going Forward

For large print jobs, monitor the Print History in HP Smart to see if counts match actual prints.

If you notice repeated discrepancies, avoid running multiple jobs simultaneously until resolved.

Rollover & Plan Adjustment Notes

Instant Ink pages that aren’t used roll over to the next month, but pages incorrectly counted cannot be manually credited.

Keeping track of actual usage can help adjust future plans and prevent overages.

Prevent Future Miscounts

Print large documents in smaller batches.

Avoid simultaneous print jobs from multiple devices.

Ensure the printer has a stable network connection to prevent freezes or communication errors.

I hope this helps.

I'm glad I could help! 😊 If this resolved your issue, please mark it as "Accepted Solution" and click "Yes" on "Was this reply helpful?" Your feedback not only keeps us going but also helps others find the solution faster! 👍✨

Take care and have an amazing day ahead! 🚀

Best regards,

[KS194]

So you're telling me that I need to carefully track the pages printed so that I can get the exact number and in the event that it is wrong again, it can't be fixed? That's not helpful at all. 

I had already done all of these troubleshooting tips you listed before I determined the count was at least 50 off. It's still at least 50 off. Probably closer to 75, but I am okay with erring on the side of caution. The question is, when the count is off by at least 25%, what can I do? What's the point of even having a count if "too bad, we said so" is the response? What's stopping HP from claiming we printed 4000 pages?

[Kuroi_Kenshi]

Hi @KS194,

Thank you for the response.

We've exhausted our troubleshooting options here.

We recommend taking the conversation to our phone support team. They'll work with you one-on-one to get the issue sorted, possibly with some remote assistance magic. 

It's a simple 2-step process.

Step 1: To contact us, click here to visit the Instant Ink support page. 

step 2: You can find the support number in the middle of the page. 

Feel free to come back here anytime for further assistance. 

If this solution hit the spot, please come back and click "Accepted Solution" to help others find the answer. And if you'd like to say thanks, select "Yes" on the bottom left of the public post, as that would make our day! 

Take care, and have an amazing day! 

Best regards,