Just changed ink in printer and getting message i can't print due to problem with hp account?

[cajunladytiger]

I have an OfficeJet Pro 9010 series. My black ink needed to be changed and when I changed it today and need to make a copy it says "there is a problem with your HP account and you can't print". I got on the HP assistant but can't find anything about my account can someone help?

[A_Gayathri]

Hi @cajunladytiger,

Welcome to The HP Support Community.  

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

I understand your HP OfficeJet Pro 9015e All-In-One Printer you have enrolled in HP's Instant Ink program, which could be causing this issue if there's a problem with your account. 

Here are some steps you can take to resolve the issue:

1. Check HP Instant Ink Account Status

Log into your HP account:

• Go to the HP Instant Ink website and log in with your account credentials.
• Check if your subscription is active and if there are any alerts or issues with your account.

Update Payment Information:

• Ensure that your payment method is up to date and there are no issues with billing.
• If there's a billing problem, update your payment details and retry printing.

2. Restart Printer and Reconnect

Restart Printer:

• Turn off your printer, wait for a few seconds, and then turn it back on.
• Sometimes a simple restart can clear up account-related issues.

Reconnect to Network:

• Make sure your printer is connected to the internet.
• Check the network settings on your printer to ensure it's properly connected to your Wi-Fi network.

3. Reinsert Ink Cartridges

Remove and Reinsert Ink Cartridges:

• Open the printer and remove the ink cartridges.
• Reinsert the cartridges, ensuring they are properly seated.

Check Cartridge Compatibility:

• Ensure that you are using the correct HP cartridges for your printer model.

4. HP Smart App

1. Use the HP Smart App:
   • Download and install the HP Smart App from the Microsoft Store.
   • Use the app to check printer status, manage your HP account, and troubleshoot issues.

5. Update Printer Firmware  Update the firmware on an HP printer

1. Update Firmware:
   • Make sure your printer firmware is up to date.
   • You can usually update the firmware via the printer's control panel or using the HP Smart App.

Refer to this document: HP OfficeJet Pro 9015e All-in-One Printer

I hope this helps. 

Take care and have a good day.

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