So exceptionally frustrating

[SuperFrustratng]

I wish I could tell where to start. My printer says it won't print until I resolve an issue with my account. When I log into my account, there is no problem with the payment card, etc.

There is so much circularity in the help screens; one just tells you to go to another, which tells you to return.

And the most frustrating this is, sometimes the systems sees my ink levels (which are fine) and I that I have genuine HP cartridges installed (which I do) and other times it cannot. So crazy and uber disappointing!!!!  I've been loya to HP for sooooo long. 

[Sneha_01]

Hi @SuperFrustratng,

Welcome to HP Support Community.

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

I hear you—it’s incredibly frustrating to deal with a system that seems to be stuck in a loop without providing a clear solution. Given your situation, where the printer indicates an account issue but you can't find any problems with your account or payment details, and where ink levels intermittently show as fine or not detected, here’s a detailed approach to resolve these issues:

1. Clear Printer and Account Connections

• Open the HP Smart app or visit the HP Smart website.
• Remove your printer from the account.
• Re-add the printer following the app’s instructions.
• On the printer’s control panel, go to Settings > Network > Restore Network Defaults.
• Reconnect your printer to your Wi-Fi network using the Wireless Setup Wizard.

Sign Out and Sign Back In

Sign Out of HP Account:

• Log out of your HP account on the HP Smart app and website.
• Clear your browser’s cache and cookies or use a different browser.

Sign Back In:

• Log back into your HP account and check for any new notifications or prompts related to your printer.

2. Update and Reinstall Software

Update Printer Firmware and Drivers

• Go to the HP Support website and search for your printer model.
• Download and install any available firmware updates.
• Similarly, download and install the latest printer drivers from the HP Support website.
• Go to Control Panel > Programs and Features.
• Uninstall any existing HP software.
• Download the latest version of HP Smart or HP Printer Software from the HP Support website.
• Install the software and follow the setup instructions.

3. Verify and Troubleshoot Ink Cartridges

• Open the printer’s cartridge access area.
• Remove and then reinstall each ink cartridge to ensure they are properly seated.
• Gently clean the contacts on the ink cartridges and inside the printer with a lint-free cloth and a small amount of distilled water or isopropyl alcohol.

1. Print Test Page:
   • Go to Printer Settings on your computer or printer.Print a test page to check if the issue with detecting ink levels persists.

4. Address Account and Subscription Issues

• Verify your HP Instant Ink or other subscription status through the HP Instant Ink website or HP Smart app.
• Ensure that there are no holds or issues with your subscription.
• If there is a specific account issue mentioned, follow the on-screen instructions to resolve it. Sometimes contacting HP support directly might be necessary if you can't resolve it through the website.

5. Perform a Printer Factory Reset

1. Factory Reset:
   • On the printer’s control panel, go to Settings > Printer Maintenance > Restore Factory Settings or similar.
   • Note that this will erase any custom settings, so you’ll need to set up your printer again.

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