DNS/Gateway Problem

[johnmneill]

These steps worked until just after pressing "Apply" at the end.  I later saw that the IP address change took, and maybe the DNS, too.  But after hitting Apply and waiting for a few seconds, it gave me an error that the browser lost connection with the printer.  The printer was never offline, the internet connection was always maintained, no cords were jostled, no sunspots, everything was fine.  I just can't get the printer to connect to the Instant ink server.  And I can't print anything until I connect to get the update (whatever that is).

[asmita6658]

Hi @johnmneill

Welcome to the HP Support Community. 

What's the exact model name of the printer and the operating system installed on the computer? 

Are you getting any error message? 

Let me know. 

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Have a great day!

[johnmneill]

HP Envy 5055, running Windows 10 version 1803.

Now, by all ways of determining it, the printer is connected to the internet.  It has an IP address, I can access it in a browser, it shows up as a connected device on my router, when I try to print the printer starts to move and has a progress bar for a few seconds before the error message kicks in.  So, it's connected.

The error messages I'm getting are:  Cannot print, connect to update Instant Ink status; Could not connect to Instant Ink servers, they must be busy or something; Cannot print, not connected, etc. (Keep in mind, it is, in fact, connected to the internet)

I have tried all the troubleshooting things here on the forums like restarting the router and printer and all that, I even manually reset the IP address and DNS server to Google's, I've blown on it, I've unplugged it and plugged it back in again, and right now my cat isstaring it down like it wants to attack.

[asmita6658]

@johnmneill

Thanks for replying. 

Have you checked you HP Instant Ink account page? Your Instant Ink account page will have notifications if there are any issues with the account or recent cartridge shipment, it will even provide solutions on how to fix the issue. You may log in to your HP Instant Ink account page from here.

If the suggested information can't be found, please send us a private message with your Instant Ink account details or you may also respond to the private message I've sent out and I'll help you out, accordingly. 

Check next to your profile Name, you should see a little blue envelope, please click on it. Click here for more details on how to access the private messages on HP Support Community.

[johnmneill]

I checked that and it always said my printer was offline.  I think I mentioned that my printer was never offline.  Occasionally I would get the message about not being able to connect to the Instank Ink servers as the were busy or something.

Anyway, I solved the problem by un-enrolling in instant Ink.  The printer works just fine now, with no error messages.

[asmita6658]

@johnmneill

If you need further assistance feel free to reach out to us. 

Have a great day!