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Officejet 6960

HP Recommended
Officejet 6960
Microsoft Windows 7 (64-bit)

I have an OfficeJet 6960 all-in-one.

The computer is an Asus notebook with Windows 7 64bit.

I can print from Google Chrome and Notepad.

I can't print from Word and Adobe Reader, the print says it's in pause, the files I print pass through the spooler but nothing is printed.

I have reinstalled all the software and I have used also HP Print & Scan doctor, without any result.

Can anyone help me?

Thank you,




HP Support Agent
HP Support Agent
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HP Recommended

Hi @Stefano-PI,


Welcome to the HP Support Community. I'd be happy to assist you with the  "Cannot print from word or adobe" issue. 


Try the steps below to resolve the issue -


Delete job files and restart


Whenever a print job is sent to the printer a file is created in Windows. Sometimes these files become corrupt and cause problems. To properly reset your printing environment, delete these print job files manually and restart both the computer and the printer.


View this video on YouTube.

  1. Turn off the printer using the power button and then unplug the printer power cord from the power outlet.

  2. Save your work. After using these steps, your current print jobs are lost and will need to be printed again.

  3. Open Windows Services using one of the following methods:

    • Search Windows for services, and click Services in the list of results.

    • On your keyboard, press Windows key ( ) + R, type services.msc in the window that opens, and then click OK.

  4. Scroll through the list of services and find the name Print Spooler.

  5. Right-click Print Spooler and select Stop.

  6. Figure : Stop selection for Print Spooler Service

     Service window the Print Spooler service selected from the Name list and the Stop selection called out.
  7. After the service has been stopped, close the service window and use Windows Explorer to browse to C:\Windows\System32\Spool\PRINTERS.

  8. Delete all files inside the PRINTERS folder.

  9. Shut down your computer from Windows.

  10. Make sure you printer has been unplugged for at least 60 seconds, and then plug the power cord into a power outlet.

  11. Turn on the printer using the power button on the printer.

  12. Turn on the computer and wait for Windows to open.

  13. Try printing again and note what happens.

    • If the printer prints, you are done.

You also try the steps in the document to resolve -Cannot Print PDFs from Adobe Reader


Hope this helps! Keep me posted. 


Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!


Have a great day! 

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