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My printer hp officejet pro 8620 has stopped working. I am…

Customer Question
My printer hp officejet...

My printer hp officejet pro 8620 has stopped working

Technician's Assistant: What kind of computer or device are you printing from?

I am trying to make photocopy but it's asking me to contact instantink

Technician's Assistant: How long has this been going on with your OfficeJet?

Must be more than 2 weeks now.

Technician's Assistant: When did you last update the Operating System (OS) on the computer or device you're printing from?

I told you I was only making copies

Technician's Assistant: Anything else you want the Printer Expert to know before I connect you?

I want to know why my copier is restricted.

Submitted: 5 months ago.Category: Printers
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Answered in 5 minutes by:
3/26/2018
Technician: Suhasini Velu,
 replied 5 months ago
Suhasini Velu
Category: Printers
Satisfied Customers: 640
Experience: Engineer at CSS Corp Pvt Ltd
Verified

Hello. My name is***** to Just Answer. I'm reviewing your question now and will post back with your reply momentarily. Before we proceed with any troubleshooting, please once unplug your printer from the wall outlet wait for 2 minutes and plug it back in. Let me know when this is done.

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Customer reply replied 5 months ago
My printer is still not working despite the charge of $33 to my account. If this will not work, I will wish to leave instant ink and use my printer directly. I am tired of my printer going off without any notice.
Technician: Suhasini Velu,
 replied 5 months ago

We have not done any troubleshooting yet.

When did you last change the ink?

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Customer reply replied 5 months ago
I'm not going to pay any further charge on the printer after the $33 already charged.
Technician: Suhasini Velu,
 replied 5 months ago

Dear Sir/Mam you don't have to pay anything further.

When did you last change the ink on your printer?

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Customer reply replied 5 months ago
The black ink was changed end of January, color inks were changed towards end last year, not really sure of actual date but it's around September 2017, may be needing replacement I don't know.
Technician: Suhasini Velu,
 replied 5 months ago

Let us check that, please wait.

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Technician: Suhasini Velu,
 replied 5 months ago

How about the computer you have is that Windows?

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Customer reply replied 5 months ago
I am currently using Microsoft Surface pc.
Technician: Suhasini Velu,
 replied 5 months ago
  1. From the printer control panel display, touch and slide your finger across the screen and then touch Setup.
  2. Touch Tools, and then touch Display Estimated Ink Levels
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Customer reply replied 5 months ago
I have left home for work and won't be back home until midnight. Except we do this tomorrow morning.
Technician: Suhasini Velu,
 replied 5 months ago

Yes, you can try this when you are home and write back to me when you can.

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Customer reply replied 5 months ago
Ok, I will try it when I get home.
Technician: Suhasini Velu,
 replied 5 months ago

Thank you.

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Customer reply replied 5 months ago
The printer is now showing hp instant ink problem. Cannot print. Connect printer to update hp instant ink status.
Technician: Suhasini Velu,
 replied 5 months ago
  1. From the printer control panel display, touch and slide your finger across the screen and then touch Setup.
  2. Touch Tools, and then touch Display Estimated Ink Levels

Are you able to do this on the printer?

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Customer reply replied 5 months ago
Cannot print. Connect printer to update hp instant ink status.
It wouldn't stay to allow me because it keeps displaying the above message.
Below the screen there's connect on the left and ok on right. If I press connect, the same message comes up, if I press ok, it gives me 2 seconds which I seized to get to your instructed ink level display which states ink low.
Technician: Suhasini Velu,
 replied 5 months ago

Please wait.

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Technician: Suhasini Velu,
 replied 5 months ago

And I would like to know how is the printer connected to your computer?

Is it through USB or through Wi-Fi?

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Customer reply replied 5 months ago
Wireless
Technician: Suhasini Velu,
 replied 5 months ago

https://support.hp.com/us-en/drivers/selfservice/hp-officejet-pro-8620-e-all-in-one-printer-series/5367611/model/5367613

Kindly go to the above link and download and install HP Officejet Pro 8620 e-All-in-One Printer series Full Feature Software and Drivers the on your computer

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Customer reply replied 5 months ago
I'm on the link you sent, which version do I choose?
Technician: Suhasini Velu,
 replied 5 months ago

Press f5 on your keyboard when you are on that link.

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Customer reply replied 5 months ago
I have installed the link, but when I tried to print, it says printer offline
Technician: Suhasini Velu,
 replied 5 months ago

May I check this issue through remote?

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Customer reply replied 5 months ago
I'm tired of this, is there a way to cancel instant ink and use my printer directly?
Technician: Suhasini Velu,
 replied 5 months ago

I don't think so.

And am giving up here.

Let me open this for other experts.

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Customer reply replied 5 months ago

I wish you send messages to my daughter who is at home, I have to leave for work, her number is ****

Technician: Suhasini Velu,
 replied 5 months ago

Thankyou.

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Customer reply replied 5 months ago

Sorry the number is ***.

Technician: Harry, Engineer replied 5 months ago
Harry
Harry, Engineer
Category: Printers
Satisfied Customers: 2,907
Experience: IT at Justanswer
Verified

Hello:

Welcome to JustAnswer! My name is ***** ***** I am happy to be assisting you today. My sincerest apologies that it look so long for someone to reply. I've just logged in and saw your question waiting and I'm happy to assist you. Before we begin, can you please let me know if you still need help with your question? Just use the reply box to let me know.

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Customer reply replied 5 months ago
My printer was turned off from your end on inquiry, my account was charged with $33. Despite that it has been impossible to get my printer to work. I was told by the last expert that my case has been referred to someone else. I will be happy if you can resolve this issue.
Technician: Harry, Engineer replied 5 months ago

We are not HP Instant Ink -- You will need to contact them directly.

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Customer reply replied 5 months ago
How come they directed me to you?
Customer reply replied 5 months ago
I contacted hp instant ink and was taken to this site.
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