• CANNOT PRINT. UPDATE INSTANT INK STATUS
• CARTRIDGE/S CANNOT BE USED UNTIL PRINTER IS ENROLLED IN HP INSTANT INK. (enrollment- check on the serial number)

WEB SERVICES ISSUE CAN BE DETERMINED BY: a. error message b. subscription state

Subscription state a. No Pens subscribed b. No printer available c. No subscription

TROUBLE SHOOTING WEB SERVICES ISSUES

1. Hard Reset- unplug the printer from the power for 60 secs, ask the customer if they can copy from the printer/ refresh AST 2 . Sequential Power Cycle- turn off the devices in this order a.router b.printer c.computer (RPC)
2. Remove and Re-enable web services- go to Web services icon---> option remove web services ---> bring back to the home page---> tap on Web services and set up ----> claim code and re-enroll the printer ----> enroll as a replacement printer and enter the new claim code

*** check the account of the customer- the Status - Sync date

Advanced Troubleshooting 1.get the IP address from the printer or 2.Use the HP Smart App- double tap the printer picture ----> show option advanced settings ----> it will route over to EWS -On the settings- asking for the pin of the printer found in cartridge door area click submit -click settings under Security the choose Admin Settings -uncheck web services, click "Apply" . check, click "Apply" -make sure date and time is sync 3. Network tab, choose Network protocols, IPV4 click Apply 4. Go to Proxy settings, check if it is "no proxy" 5. under network tab -----> Go to Wireless---> IP4 click manual IP----> scroll down manual DNS server 8.8.8.8----> manual alternate DNS server 8.8.4.4 then hit APPLY 6.On the Web Services tab ----> remove web service 7. Go back to Web Services, option to do setup 8.check the printer

*** if the printer is same issue, Go to Settings - Restore Network Settings and if it doesn't work, replace cartridge.

***showing that the printer and Online and still not synching, state is subscribed and has activation tell to the cx that they will be receive the email is being cancel but disregard because it is part of troubleshooting. then re-enroll the printer

WEB SERVICES SETUP make sure Printer is connected to wifi

No we check method of connecting walk thru connecting

• wireless
• WPS
• HP Smart app

connected enable web web services

• on screen , press EPrint , setup then accept . then check the printed info sheet
• w/o screen , press eprint, get the IP address , paste on a browser , got to webservices tab, click setup , accept terms, check the printed info sheet ====================================== Gen 1
• email for the claim code (YHMAT@hpeprint.com)
• uses only 2.4

Gen 2

• 16 alphanumeric code (TYHOMTTH067892NT)
• capable of both 2.4 and 5G

Gen Y (Yeti) auto claim using HP SMart app

WEB SERVICES ISSUE Error- Cannot Print. Update Instant Ink status. Error - Cartridge cannot be used until printer is enrolled with Instant Ink Subscription state Troubleshooting:

1 restart 2 sequential power cycle RPC 3 remove re enable webservices 4 reclaim the printer - have the cx sign in on account, then enroll printer as replacement, re enter claim code 5 DNS Server

• get the IP of the printer
• search for printer settings using browser
• settings

• administrative - remove all webservices and the reset up
• general tab- sync date & time

• Network tab

• protocols - IPV 4 only
• proxy settings- no proxy *Manual DNS manual Ip manual DNS - 8.8.8.8 8.8.4.4 =================================== Enrollment: visit website> sign up> choose printer> choose plan> create account or sign in> enter claim code> enter shipping and billing info > summary, accept terms> enroll ====================================== After enroll make sure to inform your cx that ink now on its way for them, will be delivered within 10 buss days

Subject: CARTRIDGE CANNOT BE USED/ WEB SERVICE

this is the TS for CARTRIDGE CANNOT BE USED error message

Proving question

• hows the blue light status
• if received replacement cart (can check prev case)

before continue TS check the status of the account first

• if the account is SUBSCRIBED and ONLINE
• we can do the work around but have to verifiy pii

1. cancel the account on ast page
2. go to view account page and click KEEP ENROLLMENT -DON'T do the work around if the account is offline and subs no pens

A.

1. Remove the ink cartridges from the printer and set them aside (if the printer uses four ink cartridges, skip this step).
2. Unplug the power cable from the back of the printer and the wall outlet.
3. Wait 60 seconds.
4. Plug the printer back in.
5. If you removed the cartridges in step 1, wait for the printer front panel instruction and then reinstall the ink cartridges.

B. Disable and re-enable web services. Restart router to refresh the connections between the Printer/Computer/Router. Refresh the account page. If the status is Online and the error has cleared, stop troubleshooting. Restore Factory Defaults

C.

1. Connect printer back to network (Wi-Fi) via Wireless Setup Wizard or USBSOW if available
2. Get IP and Access EWS
3. Update Time/Date
4. Set manual IP and DNS
5. Enable All Administrative Settings (if available)
6. Enable Web Services

Action If this is the first call for this issue from this customer and the issue is still not resolved, send a set of Instant Ink cartridges.

If this is the second call from this customer and the GN Instant Ink cartridges are having the same issue (perform all troubleshooting steps again), escalate to Customer Ops. Do not send another set of replacement carts (trade or II) a