cannot print

[xxxx12138]

My HP printer recently started to get the following error on the printer: "Check Your HP Smart Account, unable to print until resolved". When I go on to both the website and the HP Smart mobile app there are no details.....I'm stuck and can't print.

Can you help me?

[Sneha_01]

Hi @xxxx12138,

Welcome to HP Support Community.

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

The error message "Check Your HP Smart Account, unable to print until resolved" usually indicates an issue with your HP Instant Ink subscription or account settings. Here’s a detailed troubleshooting guide to help you resolve this issue:

1. Verify HP Instant Ink Subscription and Account Status

Log in to HP Instant Ink Account:

• Go to the HP Instant Ink website and log in with your credentials.
• Check for any alerts or messages regarding your subscription.

Verify Payment Method:

• Ensure your payment method is up-to-date. If there's an issue with your payment, update the payment information to reactivate your subscription.

2. Check HP Smart App and Website

HP Smart App:

• Open the HP Smart app on your mobile device.
• Navigate to the printer status and check for any messages or alerts.
• Make sure the app is updated to the latest version.

HP Smart Website:

• Log in to your HP account on the HP Smart website.
• Check for any notifications or messages that might explain the issue.

3. Printer Connectivity

Ensure Printer is Online:

• Confirm that your printer is connected to the internet. This is essential for HP Instant Ink to verify your subscription status.
• Check the printer’s wireless connection and ensure it is connected to your Wi-Fi network.

Restart Printer and Router:

• Power off your printer and router.
• Wait for about 30 seconds, then power them back on. This can often resolve connectivity issues.

4. Update Firmware and Software

1. Update Printer Firmware:
   • Check for any available firmware updates for your printer. This can usually be done from the printer’s control panel or the HP Smart app.
2. Update HP Smart App:
   • Ensure the HP Smart app on your mobile device or computer is updated to the latest version.

5. Run HP Print and Scan Doctor

1. Download and Run HP Print and Scan Doctor:
   • Download the HP Print and Scan Doctor utility on your computer.
   • Follow the on-screen instructions to diagnose and fix any issues with your printer.

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