Network Error When Attemping to Reinstall Driver

[TylerM10]

I have owned my printer for about a month, and it has been printing fine until yesterday.  I have already tried using troubleshooting software and following the troubleshooting tips listed on this website, but they have not gotten me anywhere.

This started when I tried to print a pdf document wirelessly from my laptop, using the HP Smart application (which has worked before).  Each time I sent the document to the printer, it would sit in my queue with a message that said "Error" and nothing else.  I checked my printer's display for error messages and found nothing.  The printer did not make noises to indicate that it was trying to print anything.  I figured this was a software issue, so I right-clicked the printer from the control panel and selected "Troubleshoot."  The troubleshooting program did identify that there was a problem, but none of the steps it took were able to fix it.  So, my solution was to unistall the printer with the intent of reinstalling it.  I believe this decision has made matters worse.

When reinstalling the driver from the HP website I got a "Network Error" during mid installation, even though I was connected to the internet during the entire process (I tried this multiple times).  As a work-around, I tried downloading the HP Print and Scan Doctor, a program that was able to identify my printer and diagnose that it needed to be installed.  However, again during mid installation, the HP Print and Scan Doctor failed to install the software.  It gave no reason for its failure and only offered me the option to try again.  I theorized that the printer software was not getting installed properly because the original printer software was not fully uninstalled, so I downloaded an uninstall troubleshooter to completely uninstall it.  After doing this and then restarting my laptop, the HP Print and Scan Doctor was able to go through its installation steps without a failure message appearing.  I restarted the HP Smart application, and it told me to add the printer using my control panel, but after doing so, the status of the printer still stated that the driver is unavailable.  In addition, opening the HP Print and Scan Doctor still prompts me to go through the lengthy process of installing the printer software.  I feel I am being sent in circles and would greatly appreciate the help of a human being.

Thanks!

[MKazi · Accepted solution]

@TylerM10

Thank you for posting on HP Forums, MKazi is at your service. 

I understand that you have an HP OfficeJet Pro 6968 All-in-One Printer and it does not get installed. The printer initially gave an error and therefore you uninstalled the drivers. I appreciate the steps you have performed and have certainly done a good job.You've done a remarkable job performing the steps. 

Is the printer able to make a photocopy? If yes then it indicates that the printer and ink cartridges are fine.

While you respond to that, let us attempt to uninstall the printer drivers from the root level and then reinstall them. The following steps will help:

• In Windows, search for and open Programs and Features.
• Select your HP printer.
• Select Uninstall.
• In Windows, search for and open Devices and Printers.
• In the Devices and Printers window look for your HP Printer. If you see it listed, right-click on it and choose "Delete" or "Remove Device.”
• Open up the run command with the "Windows Key + R" key combo.
• Type printui.exe /s and click OK.
• Click on Drivers tab.
• Look for HP Printer driver. If you see it click on it and click Remove at the bottom.
• Select OK.
• Select Apply and OK on the Print Server Properties windows.
• Close Devices and Printers.
• You may click here to download and install the drivers. 

NOTE: You do not have to install the HP Smart app separately to make the printer work on a Windows 10 computer.

If the installation still fails by following the above steps then let us try installing the basic print drivers via this link.

I genuinely hope the issue gets resolved without hassles and the unit works great. Let me know the outcome. I'll be glad to assist you further.

All the best! 🙂

[TylerM10]

Thank you!  I suspect that I was originally unable to fully uninstall the printer.  Your advice worked perfectly!

[The_Fossette]

@TylerM10,

I am the The_Fossette. It looks like you were interacting with @MKazi, but he is out of the office today so I'll take over from here. 

Perfect, I am really glad to hear that! 

If any other questions arise, please feel free to write back to me.

Good day! Take care 🙂

Cheers!