Driver is Unavailable???

PaperCrane3470 · ‎05-07-2020

I am literally crying, I'm so frustrated. My printer hasn't worked since the end of last year, when I successfully attached it to my computer and my phone. I thought there might be issues because our school's wifi isn't the best, but everything was fine. And then, one weekend, it just stopped working. The printer won't connect to my phone, computer, or even respond to its email. I have been troubleshooting, Googleing, downloading so many different things onto my computer to try and fix this but nothing. is. working!

When I go to my settings, under Printers and Scanners and add my printer, it will connect and then say "driver is unavailable." I Googled this, and it said that I needed to download a driver. I go to HP's website, and they told me to download HP Smart, which I already have, yay! And then HP Smart tells me I need to manually install the printer? Which I already have??

Not to mention, I tried to manually install the two drivers they have available on the website, but it can't find the wireless connection. Apparently, neither my IP address nor the name of my printer exist.

Does anyone have any solutions?? I'm a college student who relies on this printer for essays and the like, and I really would like to get it set up and working without tearing my hair out.

Dragon-Fur · ‎05-07-2020

@PaperCrane3470

I will try to help.

I found two "versions" of this printer during my search:

HP OfficeJet 6962 All-in-One Printer

and a "Pro" model

HP OfficeJet Pro 6960 All-in-One Printer

Specifications

Both product series were introduced in 2016

Keep that in mind - by itself, the four years of age does not mean "all is lost"; it does give you a base point to measure your effort, tears, and frustration.

I will break up the following into "modules" that (hopefully) make it easier to understand,

Emphasis on the word "hopefully".

I don't know if the complete removal / reinstallation / TCP/IP port setup will work - it certainly has a chance to do so...

NOTE:

I am including both models simply because the details might be different depending on which printer you have (plain or pro).

Discussion...

Both printer models support HP Smart for Mobile

Mobile Printing – Options, How-to, Help, and Information

Print from your Android, iOS, or Amazon Fire device with the HP Mobile printing app.

Read this document first - List of printers and supported applications

HP Printers - Mobile Printing Solutions Compatible with HP Printers

Based on that, and in spite of the HP Smart for Windows not being offered at the Officejet 6962 Software and Drivers Website, I would guess that both models support HP Smart for Windows

HP Smart for Windows

HP Smart is an application available from the Windows Store.

Learn how to use HP Smart on your Windows 10 computer.

Open the Software and Drivers Support Website for your printer > Check the Box Get the App

OR

HP Printers - Using the HP Smart App (Windows 10)

NOTE: Website includes the HP Smart software for Windows and Mobile devices, plus an FAQ section to assist with questions / issues

====================================================================

Full Feature Software (printer software) for "plain" (not pro) printer series:

HP OfficeJet 6960 All-in-One series Full Feature Software and Drivers

Full Feature Software / Print and Scan Driver and Accessories for "Pro" printer series:

HP OfficeJet Pro 6960 All-in-One Print and Scan Driver and Accessories

NOTES

There are slight differences in the versions of the software between the "not pro" and the "pro" printer.
Honestly, I do not know whether these tiny version discrepancies make a difference, but based on past experience, it might well make a big difference.

Figure out which printer you have and download / save the Full Feature Software to your computer.

Don't install it yet, just "have it at the ready" so-to-speak.

====================================================================

Next... You want to get rid of (sorry, yes - again) all the existing / installed printer software and the application.

The Full Feature Software is installed in Control Panel > icon view > Programs and Features

HP Smart for Windows might look like a program, but it is actually an Application - the "application" does not "live" in the computer in the same way as does the printer software. Applications live in Settings > Apps > Apps and Features

First, just because it is easier, Uninstall the HP Smart Application from Apps and Features

Open Settings > Apps > Apps and Features

Scroll through the list, find, click-on, and uninstall HP Smart

Easy.

The next part is a bit more convoluted:

Completely uninstall all the Printer Software, that is, the Full Feature Software and any left over "lurking" bits that might try to remain hidden...

Recommended:

READ the sections first, then come back and complete the tasks in the list.
Note the part near the very end regarding the TCP/IP port - do this.
Note the "Wait" notice to run the particular version of the Doctor - if you are going to run the Doctor software, use the special version of the doctor download / software. Side bar: This version of the doctor understands TCP/IP port and can adjust for it - but may not leave the full TCP/IP setup actually in place.

NOTE:

If you really get stuck - write back and ask - some of the content including is this message is being typed on the fly - my intentions are good - the reality is that something might be wonky or confusing...

Begin...

First: Read through the information to better understand your options.
~~Consider starting~~ - When ready to Uninstall >> Start the "All the bits" section
Read and follow the uninstall instructions, including the removal of leftover device entries and any printer software in the user account.

Install a fresh copy of the printer software. Remember to read-and-heed the message regarding a possible different location of the printer software installation package ("Important - Things are Changing").

Restart the computer and log in

Clean Remove and Reload Printer Software

Preparation and Important Information

NOTE: There is less here than it appears - most of what is included are things you already know and have done or seen before.

Windows Updates

Before you install / reinstall printer software, do check and run Windows Updates. Even if Windows Updates appears to have caused trouble in the past, it is always possible rerunning Updates again can resolve odd issues (for example, printer not recognized).

(How to) Create Restore Point

Before making any changes to your system, always create a Restore Point!

Stop all programs: Browsers, games, Applications, etc.

Control Panel > icon view > System > System Protection >

Click (Highlight) your main disk (C) > Select Create a Restore Point

OR

(As available)

Create a restore point now for the drives that have system protection turned on

Create

The Print and Scan Doctor

Trouble? Before you try anything else, you may wish to download and run the HP Print and Scan Doctor - it does find and fix a number of issues, the software is easy to run, and it won't make anything worse.

The Doctor can help with several issues, including driver, connection, and "jobs stuck in the queue".

HP Print and Scan Doctor for Windows

Wait!

Having offline, installation, or odd connection issues?

Consider trying this version of the Doctor first:

HPPSdr.exe

Information / version file

HPPSdr.xml

HP Smart – The “Smart” New Printer Application for Windows 10

Looking for the HP Smart Application for Windows 10?

Getting “smarter” all the time, the HP Smart App provides all the print environment and setup you need to use your printer.

Add your printer to your network.
Download and Install HP Smart for Windows.

How-to

Open the Software and Drivers Support Website for your printer

Check the Box Get the App

OR

Links to HP Smart software for Windows and Mobile devices, includes an FAQ section

HP Printers - Using the HP Smart App (Windows 10)

Windows key > All Apps > scroll down to category H > click on HP Smart

Optional: Right-Click on the application to Pin to Start and / or Pin to Taskbar

Reminder: For best results, after installing, be sure to log into the HP Smart app.

NOTE

If you have trouble with HP Smart, it can be uninstalled from Windows Start > All Apps > scroll down, find and Right-Click on HP Smart > Uninstall. A new copy of the application can be downloaded / installed from the Windows Store.

Adobe Reader DC – Needed Whether You Use It or Not

If you have not done so,

Reinstall / Update your PDF Reader (Adobe Reader DC /Optional Foxit Reader)

HINT: Watch out for and UNCHECK unwanted extra software

Adobe Reader DC software should be installed even if you do not open / view / print PDF files directly from the software.

Oddities and Contributions

Issue: Missing EWS Options for Printer - HP Smart for Mobile (might be relevant to HP Smart for Windows)

Solution: Reset printer to network defaults > Add printer back into network > “Forget” and then re-add the printer back into HP Smart Mobile Application.

Thread: HP Smart app Advanced Settings (EWS) option missing from HP Smart mobile apps w/OJ Pro 9020

IMPORTANT – Things are changing

Not every printer offers the Full Feature Software as a direct download

If available, use the Easy Start method to install your software: During the installation, select the Full Feature Software (full driver) when the option to select the software is presented. The name of the “full driver” might vary by printer model. For example, the software might be called “Full Solution Software” or simply “Full Driver”.
Some printers now offer (and use) the HP Smart for Windows as the main printing application. If offered, the application might be listed on the Software and Drivers web page as "Get the App"
After the software is installed, Restart the computer and log in

And / Or

The download location and name for the driver software might have changed

The Basics – Short and Sweet - Reinstall Full Feature Software

Choose this option when everything is generally OK and you (just) want to remove and reinstall the software.

Printer Software

Uninstall the existing printer software from Programs and Features
Restart the computer and log in
Open Category Software and Drivers in your printer Support Website
Download-and-Save the Full Feature Software or HP Easy Start Printer Setup for your Operating System version.
Navigate to the folder in which you saved the software installation package (likely Downloads)
Right-Click on the downloaded package and "Run as Administrator" to start the installation
After the software is installed, Restart the computer and log in

+++++++++++++++++++++++++++++++++++++++++

OR

➡️➡️ The Detailed Procedure – “All the bits and extra steps”

“Not Working” – Software does not work, won’t install, or things are generally “stuck in the mud”

Things to Know

NOTE

This procedure does not address File System errors in Windows nor does it fix issues in your network that are blocking or failing to find and accept the device on the network.

Read through the following text, then proceed with the steps that are relevant to your situation.

For best results, do not ignore the suggested Restart sequences.

Procedure includes optional “extra bits” clear and clean steps to assist with “troubled” software installations. Extra sections are marked with an asterisk pair “**” front and back.

In general, most installations tend to work better if Windows Updates and your other computer Updates are already installed and current.

(Start)

** Printer Software – Blocked in Security Software **

Check your Security Software to make sure the printer software is not being blocked. Most Security software will allow you to make an exception for applications / software you want to use on your computer.

If you make changes to the security software setup, Restart your computer and log in.

Uninstall Existing Printer Software

Uninstall existing printer software from Programs and Features

Method One - Control Panel > icon view > Programs and Features >

Method Two - Settings > Apps > Apps and Features >

Search or Scroll down

Uninstall the printer software

After the software is removed, Restart the computer and log in

If printer software will not uninstall, appears to be removed and then shows up again, or is otherwise not “going away” when you tell it to do so, try an Uninstaller program.

Microsoft: Fix problems that block programs from being installed or removed

** Remove - Printer Software – Lurking in the Device Manager **

Check / Verify: If the printer is still lurking in the Device Manager, remove it.

Control Panel > icon view > Device Manager

Expand category Printers

If any unwanted printer name or “Unknown Device” is listed,

Right-Click on the printer / device > Uninstall

Expand category Imaging Devices

If any unwanted printer name or “Unknown Device” is listed,

Right-Click on the printer / device > Uninstall

If any devices are removed, Restart the computer and log in

** Remove - Printer Drivers – Lurking in Devices and Printers **

Check / Verify: If the printer drivers are still lurking in Devices and Printers, remove driver(s) related to the printer.

Control Panel > icon view > Devices and Printers

Left-Click on any unwanted Printer found in the Printers list

Clicking on a printer, displays options along the ribbon (near the top of the Devices and Printers window)

Click Print Server Properties > tab Drivers

Click on Driver(s) in list, select Remove > OK to exit menu

Back in Devices and Printers > Right-Click on the printer > Remove Device

If any devices are removed, Restart the computer and log in

** Remove – Print Server Properties / Printers in Print Manager **

There are several ways to get to this data - choose one with which you are comfortable and that works on your version of Windows.

Method – Print Server Properties

Control Panel > icon view > Devices and Printers > Left-Click on any printer device (even OneNote)

Along the horizontal ribbon, Open Print server properties > Tab Drivers

or

Windows key + r (opens "run" window) > type printui.exe /s /t2

Complete this action for every instance of every printer entry you find in the list you have open.

Click OK to save changes and exit the menu

Method – Print Management

Pro versions of Windows:

Control Panel > icon view > Administrator Tools > Print Management

or

Windows key + r (opens "run" window) > type printmanagement

Right-Click on each printer entry to Highlight and Delete

Delete / remove every instance of every printer entry you find in the list

or

Open Section Print Servers > Open Subsection Your computer (Local) > Open Subsection Drivers

Right-Click on each printer entry to Highlight and Delete

Delete / remove every instance of every printer entry you find in the list

** Uninstall - Printer Software – Lurking in the User Account **

Reminder:

HP Smart for Windows is an application - it is found in Settings > Apps > Apps and Features
Manage / uninstall HP Smart for Windows in Apps and Features
There is unlikely any "HP Smart printer software bits" from the application in your AppData folder.

Check / Verify: Printer related files and folders are stored in the User AppData hierarchy. If you have had trouble getting the printer to work, complete this step to delete printer files from the Temp folder and the Local\HP folder

Clear Temp Folder in AppData

Method One

Open File Explorer > Navigate to C:\Users\YourAccount\AppData\Local\Temp

OR

Method Two

Windows key + X + R (Run command) > type %temp%

Delete the files in the Temp folder (It is expected that some files cannot be deleted, ignore these)

Restart the computer and log in

Clear HP Printer mention in AppData\Local\HP

Open File Explorer > Navigate to C:\Users\YourAccount\AppData\Local\HP

Remove / Delete any folder named for the printer you wish to remove

Installation – Full Feature Software

NOTES

If you selected to install only the HP Smart Application (optional where available), you are done - Restart the computer.

OR

If using USB, disconnect the USB cable between the printer and the computer before starting the installation. Connect the cable when instructed to do so (toward the end of the installation procedure).

Some (newer) printer models (only) provide the "Easy Start" install method. When applicable, the Easy Start installation might normally be found in the Software and Drivers website support page > Category Software Utility
Your printer might offer the HP Smart Application - look for "Get the App" on the Software and Drivers web page. Note that you can install both the HP Smart Application and the Full Feature Software.

Within Easy Start, you will be given the opportunity to install the software that is available for the printer.
- Look for / Select the "Full Driver" software

HP Documents

HP Printers - Finding Drivers, Apps, and Updates for HP Printers

HP Printers - Uninstalling the Printer Software (Windows)

HP Printers - Updating or Upgrading Printer Firmware

Install - Manual Installation of the Downloaded Printer Software

Open Category Software and Drivers (possibly subcategory Software-Utility) in your printer Support Website
Download-and-Save the Full Feature Software / Print and Scan Driver and Accessories or HP Easy Start Printer Setup for your Operating System version.

Open File Explorer
Navigate to the folder in which you saved the installation file (likely Downloads)
Right-Click on the installation package and “Run as Administrator”
After the software is installed, Restart the computer and log in

NOTES

If you use the Easy Start method, select the Full Feature Software (full driver) when the option to select the software is presented. The name of the “full driver” might vary by printer model. For example, the software might be called “Full Solution Software”.
After the full driver / print and scan software is installed, Restart the computer and log in

** Install - Optional - Video help **

NOTE: Videos may be found in one or more locations (depending on printer / software / version)

Open the printer Software and Drivers page >

Scroll down and select Related Videos > Click View All >

Find and view the relevant video

AND / OR

** Install - Printer Homepage – “Things that are your printer” **

Drivers / Software / Firmware Updates, Videos, Bulletins/Notices, How-to, Troubleshooting, User Guides, Product Information, more

Open the printer Support Website Homepage >

Scroll down and select Video Tutorials > Click View All >

Find and view the relevant video

AND / OR

Install - HP Collection of “how-to” videos

HP Video Gallery

Use Categories and the search window to narrow the search.

For example,

Category Printers and All-in-Ones > Install, Setup, Drivers

Select your Video

Firmware

Consider installing the printer Firmware

HP Officejet 6950/6960/Pro 6960/Pro 6970 All-in-One Series

READ (when provided) all information and instructions before installing the firmware

If / After the firmware is installed, Restart the computer and log in

Reminders

Firmware is normally updated after the printer software is installed / functional.
Firmware does not have to be updated if you change computers.
Firmware does not have to be updated when you reinstall the printer Software.

===================================================

Installation - Optional / Extras

** Install - Optional - For Windows 10 Users – Compatibility Mode **

If you have been having trouble getting the printer software to fully install (Printer Assistant is functional and Scanning works), consider using Compatibility. Note that this method only fixes “one type” of difficulty; installing this way may – or may not – make the necessary difference.

Right-Click on the downloaded installation file > Properties > Compatibility

Check "Run this program in compatibility mode for"

Select Windows 8 (or the closest you can find)

Click Apply and OK to close the Properties menu

Right-Click on the installation file and select to Run as Administrator

** Install – Optional - Port Issues - Create a TCP/IP port **

The assigned port may fail to connect the printer or certain printer activities (Scan). Create / Switch to a TCP/IP Port to facilitate communication and prevent ‘offline’ issues

How-to “Create TCP Port” Contributed by greenturtle:

Create TCP IP port

1. Print a Configuration Page to get the printer's IPv4 address (you can also tap on the wireless icon on the Front panel of your Printer to get the IP address)
2. On your PC, go to Control Panel, from Devices and Printers, Right-Click the printer and Left-Click Printer Properties, select the Ports tab.
3. Click Add Port, select Standard TCP/IP Port, then select New Port and follow the wizard.
4. Type in the proper IP address for the printer.

This video resource will show you how to do it:
Create & Use TCP IP port

Note that you can ALWAYS revert back to the original port that the HP software installed by selecting the HP port under the Ports tab (in Printer Properties)

(Finish)

=============================================================================

Finally,

Assuming the software installation works - and frankly, even if it doesn't, now is the time to download the HP Smart for Windows Application from the Windows Store.

Thank you for participating in the HP Community Forum.

We are a world community of volunteers dedicated to supporting HP technology

Stay Safe - Save Lives - Help a Friend (or Community member) in need!

Dragon-Fur

Create an account on the HP Community to personalize your profile and ask a question