I am trying to reinstall my printer and am getting the error message that the driver is unavailable.

[CSM0310]

My printer suddenly stopped scanning and the printer showed offline in the HP app.  After running the scan doctor, it said it couldn't find anything wrong.  I tried rebooting the printer, computer and router to no avail.  I could still print from my Ipad and another computer so I decided to remove the printer and reinstall it.  I am now unable to install it as I am getting the error message that the driver is unavailable.

[Dragon-Fur]

@CSM0310 

Welcome to the HP English Community --

NOTE:  Although you did not mention your Operating System / version, the assumption is that you are using Windows 10 / Windows 11.  If you are using MacOS, with the exception of the printer network connection, most of the information in this message is not useful to you.

Start

I've not used the Print and Scan Doctor for a number of years -- my understanding is that it was never intended to diagnose applications (of which HP Smart is one example).  ?

Driver Unavailable is typically an error associated with the printer software (and not just HP Smart).

?

Rhetorical Question --

Have you uninstalled the Full Feature Software from Programs and Features?

Keep the answer to that in mind for later.

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

Consider that you might need to diagnose and change the way the printer is connected to the network.

The information to check and connect the printer to your network is included -- should you be certain (that) the connection is not part of the problem, skip that part after reading the information.

Next, if possible, try to fix the issues with HP Smart -- the solution might be simple (there is a fix available for recent troubles). 

If the most recent HP Smart version is already installed, the solution might be as easy as restarting your printer.

Lastly,

After the printer's connection to the network are resolved and HP Smart is (hopefully) working

And

If the printer full driver printer software is not working,

Then

Take a look at uninstalling / reinstalling the full driver printer software.

Use the parts that are relevant to your situation - ignore / skip the rest.

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

Network

The printer supports Ethernet -- if you can do so, use that.

Connectivity, standard

1 USB 2.0; 1 Host USB; 1 Ethernet; 1 Wireless 802.11b/g/n; 1 RJ-11 fax

The printer supports Wireless at 2.4GHz - if Ethernet is not available,

then

Use Wireless on the 2.4GHz Frequency in a separate SSID named network.

-------------------------------------------------------------

Dual Band Network - Considerations

Reminders 

Do not ignore your router --

A router that is weak, outdated, poorly located, or incorrectly configured can cause all sorts of odd network behavior issues.

If the printer supports it, connecting using Ethernet is generally a better choice.

If your router supports it, create a separate SSID named network for each frequency.

Connect the printer to the SSID network you want the printer to use on the network.

Wireless

Some printers, particularly older models, only support Wireless at 2.4GHz

Some printers support Wireless at both 5GHz and 2.4GHz – but not at the same time

Regardless, if the printer won't work or cannot connect to your 5GHz SSID named network, connect to the 2.4GHz network.

If you are running a Dual Band Network,

 Check that the router is set up to broadcast all frequencies it supports.

Next,

If your router supports it,

On your router:

 Create a separate SSID named network for each frequency supported by the router

 What?  Create one SSID named network for 5GHz and one SSID named network for 2.4GHz

and

 Connect the printer to the SSID named network on the frequency / band you want it to use.

In general,

• 2.4GHz is less fussy about obstacles and supports a longer distance (separation) between router and device (printer)
• 5GHz is faster

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

Example – EWS Setup – IPv4

EWS > HP Document / How-to (original format)

Use the HP printer Embedded Web Server (EWS)

NOTE:  Find printer IP address

Section Open the EWS over a local network orientation

Ethernet

Open your Browser > Type / enter the Printer IP address into URL / Address bar

Tab Network > Wired (802.3) > IPv4 Configuration

Wireless

This Printer Series -- Original / Standard EWS format for HP InkJet Printers

Open your Browser > Type / enter the Printer IP address into URL / Address bar

Tab Network > Wireless (802.11) > IPv4 Configuration

As Available:

Tab Network > Wireless (802.11) > Advanced

Network Interface on / off, Network SSID name, Security Settings, Passphrase / Password

Select and connect to the correct SSID / network name for the bandwidth you are using.

Reference only - Newer / Select Printers - Alternate EWS format

Open your Browser > Type / enter the Printer IP address into URL / Address bar

Section Network > Primary Ethernet > Check / Adjust Status and other tabs...

Open your Browser > Type / enter the Printer IP address into URL / Address bar

Section Network > Wi-Fi > Section IP Config > IPv4

Note:   It is not mandatory that you use a manual / static IP address.  Doing so can improve stability.

Although not the same as Ethernet, the Wireless setup is similar.

Both Primary Ethernet and Wi-Fi sections include an IPv4 setup section.

Example - IPv4 - Standard EWS

EWS_9025_Network_IPv4_Configuration_4

EWS_9025_Network_Wireless_IPv4_Advanced_2

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

What is my DNS

DNS Servers

DNS server list by country

• Australia
• France
• Global
• New Zealand
• United Kingdom
• United States of America

If you do not have an ISP, or if you are having continuing connection issues, use Google Public DNS.

• Using Google Public DNS

--- --- --- --- --- --- --- ---

Public DNS Server List

https://public-dns.info/

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

HP Smart

Very recently HP Smart was again updated and released under a new version  --

This is the second update for this month -

The update is meant to fix recent "cannot scan" errors encountered by some users of the application.

Once you get it untangled, the app will start working again.

Do one or more of the following...

If you have already updated the application to the most recent version,

Restart the printer.

Open HP Smart

Test -

If that works, you are done.

Next,

Add the step to Reset HP Smart (app)  -- Details included later in this message --

Next,

Open HP Smart

If not done, Sign into the application using your HP Account credentials

Try to Add Printer(s) to the app.

If that works, you are done.

If that does not work, Add the following --

Uninstall the current installed HP Smart App from your computer

Restart the computer

Get a new copy of the HP Smart from the Microsoft Store

If not done earlier,

 Restart your printer - wait for the printer to completely boot / start

Consider -- Restart your computer and log in

Next,

Open HP Smart

If not done, Sign into the application using your HP Account credentials

Try to Add Printer(s) to the app.

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

What else?

Check and make sure the latest version of HP Smart is installed on every device.

Important

Check / Update >> Every device (computer(s) and mobile) where HP Smart is installed should be running the latest version of the HP Smart application available for that device platform (Operating System / Version).

AND

The printer and device (computer, tablet, phone) where HP Smart is running should be on the same network.

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

Details and How-to

Windows - Reset HP Smart Application

Next,

Reset the HP Smart application - This action removes the app data.

How to...

Windows 10 -

Settings > Apps > Apps and Features

OR

Windows 11 - 

Settings > Apps > Installed Apps

Next,

Search / Find HP Smart in the apps list

Open Advanced options > Reset the HP Smart app

Restart the computer and log in

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

Full Feature Software / Full Driver Printer Software

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

Full Driver Printer Software and HP Scan

Details, Download page, Examples

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

Printer - Full Feature Software

HP Full Feature Software / Full Driver printer software - supports printing and scanning from the web, printing in in other software and programs (for example, Word), and provides access to the full range of Printing Preferences / Shortcuts.  The full driver generally adds at one, possibly least one, possibly two shortcuts to the Desktop: Printer Assistant, HP Scan Assistant, and/or HP Scan.

NOTES:  

HP Scan is not installed if the printer does not support Scan.

The Printer Assistant is not installed if the type of full driver software does not support it.  If the printer model includes built-in Fax hardware, the software supports the setup and use of the Fax driver. No Sign-in required.

Reinstalling?

• Uninstall existing full driver printer software from Programs and Features.
• If your printer includes a separate "help" in Programs and Features, uninstall that, too.
• Restart the computer and log in.
• If the printer is connected to the computer using a printer USB cable, remove / disconnect the cable before loading the software.

Details Page - Driver - For your Printer

>>> Full Feature Software - Web Pack Installation Package - Information - Download / Save / (then) Install <<<

HP OfficeJet Pro 6970 All-in-One Print and Scan Driver and Accessories 

If / When asked, opt for the Full Driver / Full Software to be installed.

After the software is installed, Restart the computer and sign in. 

=--=--=--=--=--=--=--=--=--=--=--=--=--=--=--=--=--= 

he installation of the full driver generally adds at least one or more shortcuts to the Desktop.

 Note:  Printer Assistant, HP Scan Assistant, and HP Scan are dependent on printer model and supported software options.

• Printer Assistant – Where still supported as part of the full driver printer software
• HP Scan Assistant – For those printers that no longer provide the Printer Assistant
• HP Scan – Shortcut on Desktop named for the printer model
• When installed, HP Universal Scan software adds a separate self-named “HP Scan” shortcut

Printer Assistant shortcut > Tab Scan > Manage Scan to Computer > Enable

Or

HP Scan Assistant shortcut > Manage Scan to Computer > Enable

Example - Windows - Full Feature Software - Installed

Programs_and_Features_Printer_Desktop_Icons_14

=--=--=--=--=--=--=--=--=--=--=--=--=--=--=--=--=--=

References / Resources

HP Printer Home Page - References and Resources

Learn about your Printer - Solve Problems

“Things that are your printer”

When the website support page opens, Select (as available) a Category > Topic > Subtopic

NOTE: Content depends on device type and Operating System

Categories: Warranty Check, Alerts, Troubleshooting, Ink & Paper, HP Software & Drivers / Firmware Updates, Setup & User Guides, Product Specifications, Account & Registration, Warranty & Repair

Open 

 Product Home - Printers

 Enter the device type and model name of your HP product

OR

 Select a saved product from HP Account Dashboard

OR

HP OfficeJet Pro 6978 All-in-One Printer  

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