Can't print on an HP+ or Instant Ink enrolled printer

Remove and reinsert the ink cartridges to make sure the cartridges are seated properly in the carriage.

1. Turn on the printer, and then open the door or lid to the cartridge access area.

2. Wait until the carriage is idle and silent before you continue.

3. Push the ink cartridge to remove it, and then push it into its slot until it snaps into place.

   

4. Repeat these steps to remove and reinsert the other cartridges.

5. Close the door or lid to the cartridge access area.

Restart your computer or mobile device, printer, and router to clear any error states.

1. Press the Power button to turn off the printer. If the printer does not turn off, disconnect the power cord from the printer and from the power source.

2. Turn off the computer or mobile device that the printer was set up with.

3. Restart the router.

4. Reconnect the power cord to the printer and to a wall outlet.

   Note:

   HP recommends plugging the printer directly into a wall outlet.

5. Turn on the computer or mobile device.

6. Check the connection to make sure the same network is used by the printer and the device.

   • Computer or mobile device: Open the list of available networks and make sure it is connected to the correct network.

   • Printer: Check the Wireless light on the control panel. If it is solid blue the printer is connected.

Check the printer connection status when there is an issue printing, connecting, or using features.

1. Open the HP Smart app, and then make sure you are signed in to your account. An account is required to access all printer features and settings.

2. Check the printer status icon next to the printer image. It might take a few minutes before the app displays the current printer status.

   • Green circle icon : Your printer is connected to your device and ready to print.

     

   • Green cloud icon : Your printer is connected to your device over the internet because they are on different network connections. Only remote features are available, such as Print Anywhere and select printer settings.

     To access all printer functions, make sure your device is on the same network as your printer. Do not use public or guest networks, like those used in colleges, hotels, and coffee shops, to prevent connection issues.

     

   • Orange cloud icon : Your HP+ printer is connected to your computer with a USB-only connection, and the printer functionality is limited.

     To restore HP+ or Instant Ink services, disconnect the USB cable, and then reconnect the printer to the internet. You might need to remove your printer from the HP Smart app, and then set it up again over the internet.

     CAUTION:

     HP+ and Instant Ink enrolled printers must maintain an internet connection. Disconnecting the printer from the internet or using a USB-only connection can prevent the printer from functioning properly.

     

   • Black circle icon : Your printer is not connected to your device.

     To reconnect the printer, make sure the printer USB cable is connected directly to the computer, or the Wi-Fi light or icon ( or ) is solid blue on the printer control panel. If the issue persists, go to HP printer is offline or unavailable.

     

   • Yellow triangle icon or Red circle icon: Your printer is connected to your device, but it needs attention before it can print. For example, the message might say Align the Printheads, Out of Paper, or Printer Door Open.

     

Check the Web Services status from the advanced settings menu. Web Services uses the internet to enable communication between your printer and its web-connected features, such as Print Anywhere and Instant Ink.

1. Choose one of the following methods to open the advanced settings for your printer.

   • HP Smart app: Click the image of your printer to open the settings and management tools, and then click Advanced Settings under Settings.

   • Printer EWS: Open the HP printer Embedded Web Server (EWS) using the printer IP address.

2. From the printer home page, click the Web Services tab.

3. If you are prompted to log in or enter the printer PIN, enter admin for the username (HP LaserJets only), enter the PIN from the printer label, and then click Submit or OK. This label is typically located inside the cartridge access area or printer door.

   

4. Make sure Web Services is enabled.

   • If a Web Services Summary page displays, continue to the next step.

     

   • If a Web Services Setup page displays, click Continue or Enable, and then follow the prompts to turn it on. If enabling Web Services fails, go to Can't connect an HP printer to Web Services.

     

5. From the Web Services Summary page, check the Internet connection status.

   • If the Internet connection status is Connected, continue to the next step.

   • If the Internet connection status is Disconnected, continue with these steps.

6. Disconnect any USB cables from the printer, and then reconnect the printer to the network using the Wireless Setup Wizard.

   1. From the EWS, click the Network tab, and then click Wireless (802.11).

   2. Select Wireless Setup Wizard, and then click Next on the Welcome page.

      

   3. Follow the prompts to select your network and connect your printer.

Reset the Web Services connection to help clear any server connection issues or errors.

1. Choose one of the following methods to open the advanced settings for your printer.

   • HP Smart app: Click the image of your printer to open the settings and management tools, and then click Advanced Settings under Settings.

   • Printer EWS: Open the HP printer Embedded Web Server (EWS) using the printer IP address.

2. From the printer home page, click the Web Services tab.

3. If you are prompted to log in or enter the printer PIN, enter admin for the username (HP LaserJets only), enter the PIN from the printer label, and then click Submit or OK. This label is typically located inside the cartridge access area or printer door.

   

4. Under Web Services Settings, click Remove Web Services or Reset Web Services (HP+ only).

   • On the Remove Web Services page, click Remove Web Services > Yes, and then continue with these steps.

     

   • On the Reset Web Services page, click Reset. If the issue persists, continue to the next step.

     

5. When the Web Services Setup page displays, click Continue or Enable, and then follow the instructions to turn it back on.

   

   For most printers released before 2020, an ePrint and claim code information page automatically prints after enabling Web Services.

6. If enabling Web Services fails, go to Can't connect an HP printer to Web Services.

Open your HP Smart account dashboard to check the printer connection and status.

1. From the HP Smart app home screen, click the Account icon or the icon with your initials , and then click Manage HP Account. You might need to sign in first.

2. From the account dashboard, click Printers (HP+ only), or HP Instant Ink > Overview.

3. Check the printer status under the printer name.

   • If Ready to print displays with a green circle icon , continue to the next step.

   • If Ready to print displays with a grey circle icon , turn the printer off then on to reset the connection, and then continue with these steps.

   • If Not ready to print or Unable to print displays with a red circle icon , continue with these steps.

4. Click the Refresh icon in the top-right corner to check the printer status again. Refresh the connection up to 5 times to see if it changes.

   Location of the Refresh icon from the Printers (top) or Instant Ink Overview (bottom) page

   

If the previous steps did not resolve your issue, contact HP Customer Support for further assistance.

1. Go to HP Customer Support - Contact.

2. Enter your product serial number to view warranty status and to change your location, if necessary.

3. Select a support option. If you are in Asia Pacific, you will be directed to a local service center in your area.