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97SpyderGS
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HP OfficeJet 6968 offline

HP Recommended
Pavilion Desktop PC-570
Microsoft Windows 10 (64-bit)

I've been struggling with my HP Officejet 6968 for quite sometime now.   I have my printer connected to my home network wirelessly and it is constantly going offline with my HP Pavilion desktop PC.   All of my devices are on the same network and my other PC's/Laptops/Smart Phones show the printer online and can sent print jobs to the printer.  However, if I need print from my HP desktop I have to reboot my Linksys router for the printer to show online.  

I've run scan doctor many times and it never finds any issues other than the printer is offline and I've reinstalled the drivers for printer many times. 

Rebooting the router always corrects the issue but it's a temporary fix since I have to do this whenever I need to print from my HP desktop PC.

 

Eric

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Betty0610
HP Support Agent
HP Support Agent
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@97SpyderGS

 

Welcome to the HP Support Community.

 

Are you using the HP Smart App on your PC? If not, you may try and install to see if that works: https://support.hp.com/in-en/document/c04675142. If yes, uninstall and reinstall it.

 

If the issue still persists, let's do a root uninstall and reinstall of the software:

 

Unplug any USB cable, if any, before doing this.

 

1.) In Windows, search for and open Programs and features

2.) Select your HP Printer

3.) Select Uninstall

4.) In Windows, search for and open Devices and printers

5.) In the Devices and Printers windows look for your HP printer. If you see it listed right-click on it and choose 'Delete' or 'Remove Device'

6.) Open up the run command with the "Windows key + R" key combo.

7.) Type printui.exe /s and click Ok. (Note: there is a space in between “printui.exe” and “/s”)

8.) Click on the "Drivers" tab

9.) Look for HP Printer driver. If you see it Click on it and click Remove at the bottom

10.) Select Ok

11.) Select Apply and Ok on the Print Server Properties windows

12.) Close Devices and Printers

13.)  Open up the run command with the "Windows key + R" key combo.

14.) Type c:/programdata and click Ok. Go to Hewlett Packard folder, remove any printer related folders & files.

15.) Restart the computer.

 

Once done, please download and install the software from here:

https://support.hp.com/in-en/drivers

 

Let me know if this helps.

 

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!

 

Thanks!

 

Have a great day!


I am an HP Employee

97SpyderGS
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Thank you for your response.

 

I went ahead and installed the HP Smart App but it was still seeing the printer offline so followed the steps you outline below.

When I ran the HP Smart App again it saw the printer online but when I went to add the printer it would say that the printer wasn't available and would show offline.  After several attempts of trying to add the printer I ended up cycling the router and then I was able to add the printer using the HP Smart App.

 

It isn't uncommon for the printer to remain online for a couple days after cycling the power to the router so I will provide another update if the issue was resolved or not. 

Thank you, Eric

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Betty0610
HP Support Agent
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Sure, do keep us posted 🙂

 

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!

 

Thanks!

 

Have a great day!


I am an HP Employee

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