stuck in validating

[watersbn]

I just changed my print cartridges in the OfficeJet Pro 8120e printer, as i had cancelled my Smart INk subscription. It is now stuck on validating. I have been all round the houses and all the troubleshooitng, and uninstalled HP Smart, reinstalled, and rebootted the router, the network, the laptop and the printer. Nothing will get this printer off validating. and I cannot print. 

[Kuroi_Kenshi]

Hi @watersbn,

Welcome to the HP Support Community! 

Thanks for reaching out about your query regarding your printer!

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

Try these steps:

Verify Cartridge Compatibility:

• Ensure the cartridges you installed are compatible with the OfficeJet Pro 8120e. Non-compatible cartridges might cause validation issues.

Reset the Printer:

• With the printer powered on, disconnect the power cord from the back of the printer and the wall outlet.
• Wait for at least 60 seconds.
• Plug the power cord back into the outlet and the printer.
• Turn on the printer and check if the issue persists.

Check Cartridge Installation:

• Open the ink cartridge access door.
• Ensure each cartridge is seated properly and clicks into place.

Inspect Cartridge Contacts:

• Remove each cartridge and inspect the copper-colored contacts for any debris or residue.
• Clean the contacts with a lint-free cloth.

Update Printer Firmware:

• Connect the printer to a computer or mobile device.
• Visit HP Support to download and install any available firmware updates for your printer model.

Verify Internet Connection:

• The printer might be attempting to validate cartridges online. Ensure that the printer is connected to the internet.

Perform a Factory Reset (if necessary):

• This step will reset the printer to default settings. Access the printer’s menu and navigate to 'Settings', then 'Reset'.
• Follow the on-screen instructions to complete the reset. Note that this will require reconfiguring the printer network settings after a reset.

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,

[watersbn]

1st on the list seems to be the problem. I have stupidly got 912 cartridges, when the 8120e needs 924 cartridges. I have ordered some 924s and when they arrive tomorrow I will try again, hoping that does the trick because I have tried everything else.  By the way if the printer is permanently stuck on validating ...please wait! It is IMPOSSIBLE to access the printer’s menu and navigate to 'Settings', then 'Reset', because by the time you get there it has already gone back to 'validating please wait!'. Thats the trouble with running from a script. You're not really listening to the actual problem. I'll let you know what happens when I use the correct cartridges. 

[watersbn]

Now I have another problem. Just inserted the new 924 cartridges which seem to have got past the validating stage. But now I have got another warning this time saying I cannot use these cartrtidges until an account issue is resolved. It looks like the cancellation has still not gone through. I do not need or want Smart Ink. Please understand. I have just bought a new set of inks for £60.

[Kuroi_Kenshi]

Hi @watersbn,

Thank you for your detailed updates, and you're absolutely right. The “Validating… Please wait!” loop was caused by using incompatible 912 cartridges instead of the required 924s, and you did exactly the right thing by correcting that. So, great job getting past that stage.

Now, let’s address the “Cannot use cartridges until an account issue is resolved” message. This is directly related to the HP+ / Instant Ink system, and here’s what’s likely happening:

When you first activated HP+ or Instant Ink, your printer was locked into requiring HP-authorized cartridges, and in many cases, cartridges sent under that subscription can’t be used once the subscription is cancelled. Even new, store-bought cartridges might still get flagged until the account and printer are fully unlinked from HP Instant Ink.

1. Make sure Instant Ink is fully cancelled:

Go to the HP Instant Ink dashboard and sign in.

Confirm that your subscription is fully cancelled (not just paused).

If it shows "pending cancellation" or "linked printer," your printer might still be under restrictions.

If you're not sure, reach out to HP Instant Ink Support directly through the chat option on the site.

2. Remove the HP+ account association (if possible):

Unfortunately, HP+ enrollment is permanent for some printers (including the 8120e), meaning it always requires an internet connection and genuine HP cartridges, but it should not block usage of new, store-bought HP 924 cartridges after Instant Ink is cancelled.

That said, you can try this:

Go to HP Smart Account settings

Remove your printer from your HP account.

Re-add it freshly, ensuring you skip any Instant Ink/HP+ prompts.

3. Factory Reset (if validation is now bypassed):

Now that the printer is no longer stuck on “Validating…”, you should be able to:

On the touchscreen, go to Settings > Printer Maintenance > Restore > Restore Factory Defaults

After rebooting, set it up again via the HP Smart app, but do not reactivate Instant Ink when prompted.

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,

[watersbn]

This is absolutely infuriating.  I have got the printer up and running and new inks seem to be recognised now but the HP Samrt app deos not communicate with the printer. The HP smart app always says porinter is offline, but it is not. It has printed fine., It printed a test page and it printed the network config report. I have deleted HP Smart app and reinstalled it again from Microsoft store but still all the HP smart says is that the printer is OFFLINE. I then do the troubleshooting bot for offline and it asks me to do all sorts of stuff again that I ahev already done - Going round in circles. How do i get the HP Smart to recognise the printer. YES it is onn the smae network. There is only one network. My internet is working fine. 

[Kuroi_Kenshi]

Hi @watersbn,

Welcome to the HP Support Community! 

We're here to help you tackle that malfunction! Don't worry, we've got your back! 

To get you the best assistance, we need to take this conversation to a private chat. We're inviting you to a private message to protect your privacy and ensure that any sensitive information remains confidential. 

To access your private message, just click the little blue envelope icon on the upper right corner of your HP Community profile, next to your profile name. Alternatively, you can click on this link. 

You can use this link as well: 

Private Messages - HP Support Community

We're looking forward to helping you resolve this issue! 

Stay tuned, and thanks for your patience! 

Best regards,