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When printing from my computer, I get black horizontal faded lines. However, test pages print fine

HP Recommended
HP OfficeJet Pro 6968
Microsoft Windows 10 (64-bit)

Whether I print wirelessly or by usb, the printer will only print fuzzy black horizontal lines.  However, if i print a test page, clean or align the printer,  those print fine.  I have this issue with two printers that are both HP OFficeJet Pro 6968. I have unplugged, installed and restarted my computer multiple times as well as put in new genuine HP ink cartridges.  That is all I have ever used with both printers.

Also,  others are able to print from their computers just fine.

 

Help!

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HP Support Agent
HP Support Agent
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Message 2 of 4
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HP Recommended

@Elastigirl7

 

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 persists, try these steps:

 

Let's run the HP Print and Scan Doctor:

 

Use this link for details on using the HP Print and Scan doctor: https://hp.care/2JyaC93

 

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

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When i get to step 9 and select remove,  it says that the driver is still "in use" and will not allow me to remove it.  If i go to the properties and select "remove all"  it does not do anything.  The printer driver does not show up anywhere else on my computer but here.  I have even had our IT dept. go through these steps as well as emptied my  recycle bin and restarted my computer several times and to still get the same message.  I have two of these printers , but unfortunately with this rouge driver that has attached itself to my system, it has placed me at a stand still.  I am also the only one in the office that cannot print.

 

Help!!  

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HP Support Agent
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Try using the HP Smart App instead as mentioned.

 

Let me know if this helps.

 

If the information I've provided was helpful, give us some reinforcement by clicking the "Accept as solution" button, 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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