Office jet drivers not loading

[Ricklb1]

Hello I am having an error while trying to print from desktop My printers (yes two) are both stating "Driver is unavailable," under printers and scanners. I have tried using the windows drivers and followed through on all steps to remove devices completely with fresh install multiple times. please help.

[Dragon-Fur]

@Ricklb1 

The following is a lot - and has been typed on the fly - forgive any stupid errors or confusion...

Too much?

Scroll down - Find and Run the Doctor "Offline" version and leave it at that...

If you are interested, plow through the the other details.

First:

If you have not done so, consider updating the printer Firmware.

This is important - outdated firmware can hamper every other aspect of using the printer.

HP Officejet 6950/6960/Pro 6960/Pro 6970 All-in-One Printer series Firmware Update 

Next,

After you read and can confirm (to yourself) that you have tried all the steps in "All the Bits" section (below),

If you wish to do so before trying the manual steps again,

If you have not done so,

Use the Doctor to try and repair any underlying issues.

Doing so first might fix any lingering issues, in fact.

If you wait (which is your choice) and run the doctor after the "All the bits" workup, the doctor may well uninstall your driver and then reinstall it to the doctor's satisfaction.  The doctor is not aware of any other steps you have taken and has its own agenda.

Doctor comes in two flavors.

Might be worth trying the the "Offline" version of the doctor for stubborn installation issues.

NOTE:  Although the "offline" version of the doctor is not specifically designed to handle general installation issues, this version DOES include the mechanism to check and change the connection type to TCP/IP. 

Connection type is frequently an underlying cause for all sorts of issues. 

A note about TCP/IP connection:

Near the end of this message, I've included how to manually check / change the connection type to TCP/IP .

If you like, start with that - and then either run the Doctor or start over with the "All the bits" section.

Back to the Doctor...

Reference - Solutions presented in the order to be completed:

HP printer is offline or not responding

Resource – Choose the right Doctor for the job

Open Website

HP Print and Scan Doctor for Windows

Click the orange Download Now option / box

Wait!

If the problem / issue is one of

• Printer is Offline
• Cannot print in Color
• Duplex printing has disappeared

THEN

Select / Answer question “Is print offline?” = YES

Answering Yes selects the “right doctor” version for these issues.

NOTES – The “Offline” doctor

As a result of repairing issues,

Offline / Color check / Duplex check version of the Doctor may replace the printer or add a “(Copy 1)” version of the driver in Devices and Printers.

If there are two printers in Devices and Printers,

If one of them does not work,

Try sending your job to the “Copy 1” named printer.

If you want / need to rename the “Copy 1” printer:

Open Control Panel > icon view > Devices and Printers

Right-Click on the printer name > Printer Properties > Tab General >

In the top box, Edit the name of the printer (For example, remove the part that says “Copy 1”)

Click Apply / OK to save change

NOTE:  The name change may take a bit of time (a few minutes), else Restart the computer and log in.

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

Verify results.  If necessary, set the newly added / renamed printer as the default.

A secondary “Scan” printer may be added, that is, the “Do not Delete” driver / printer.  As it says, do not delete the entry.

If that worked, you are done...

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

Things to try that might help, could explain, might actually resolve whatever is wrong...

For those reading,

Fixes for not being able to install the printer software - aside from the important reminder to keep the firmware updated, includes several steps, including the step mentioned by @Ricklb1   to check and "Remove" the printer from Devices and Printers.  Why?  Sometimes the process to uninstall software just doesn't grab all the bits that need to be removed.

"All the bits"

If you have not done so,

Restart everything, including the router on your network.

Likely won't change anything but it is one of the "do this first" steps when stuff stops working...

All the rest...

Create Restore Point (Optional)

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

Stop / Exit 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

Windows Updates

Before you install / reinstall printer software, do check and run Windows Updates. 

If you install any Windows Updates, afterward, Restart the computer and log in.

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 (Full Feature Software)

Control Panel > icon view > Programs and Features >

Find / Select > Uninstall the printer software

If software will not uninstall, appears to be removed and it “still hanging around” after you uninstall / Restart...

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

OR

Revo Uninstaller (Free version)

Check and Remove Section

Reminder: After all checks > Restart the computer and log in

1.   Check / Remove - Printer Drivers – Lurking in Devices and Printers

Control Panel > icon view > Devices and Printers

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

(Top Ribbon) Click Print Server Properties > tab Drivers

Select each unwanted entry > Remove > OK to exit menu

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

1.    Check / Remove – Printer folder/files in C:\ ProgramData

Open File Explorer > Navigate to C:\ProgramData > Open folder Hewlett Packard

Delete any Printer related folders / files

1.    Check / Remove - Printer Software – Lurking in the Device Manager

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

1.    Check / Remove  - Printer Software – Lurking in the User Account

Clear HP / files in Temp folder

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

Delete the files in the Temp folder (Ignore files that cannot be removed)

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

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

End Check and Remove Section

After all checks are completed > Restart the computer and log in

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

Installation – Full Feature Software

• 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).

Method - Use the Easy Start Wrapper to Install the Full Feature / Full Driver Software

For printers that support the option,

Use the Easy Start wrapper to install and configure the printer software.

• Home Page - HP Easy Start 
• Open Category Software and Drivers 
• Topic: Software-Utility 
• Download-and-Save  the current version of the Easy Start wrapper to install your print software 
• If using USB:  Disconnect the USB cable between the printer and computer before installing the software.

• Right-Click on the downloaded package and "Run as Administrator" to start the installation

• Select to install the “Full Driver” / “Full Feature Software”
• If using USB:  Connect the cable when instructed to do so (near the end of the installation process).
• After the software is installed, Restart the computer and log in.

Notes >> Easy Start... The Journey

1. Full Administrator Rights are required to complete the HP Software installation.
2. About 2/3 of the way through the setup, you will be given the opportunity to select the software - select the "Full Driver" set (as opposed to the basic driver or other application).
3. You can skip / ignore suggestion(s) that you add the HP Account – you’ll need the account at some point, for now, you can skip this suggestion (as many times as it insists it’s a good idea) during the full driver software installation.
4. If you see it, you can skip / ignore suggestion(s) regarding Instant Ink subscription.  Instant Ink subscription is NOT mandatory.
5. Full driver includes print and scan functions supported by your printer and provides the printer features on which other applications / software might depend.

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

Finally,

Method - Create TCP IP port

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

TCP/IP can resolve odd connection, scanning, and installation problems.

Create / Switch to a TCP/IP Port to facilitate communication and prevent ‘offline’ issues

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

1. 
   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 within the Ports tab (in Printer Properties)

HP Printer Home Page - References and Resources – Learn about your Printer  - Solve Problems

 “Things that are your printer”

NOTE:  Content depends on device type and Operating System

Categories:  Alerts, Access to the Print and Scan Doctor (Windows), Warranty Check, HP Drivers / Software / Firmware Updates, How-to Videos, Bulletins/Notices, Lots of How-to Documents, Troubleshooting, Manuals > User Guides, Product Information (Specifications), more

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

HP OfficeJet Pro 6978 All-in-One Printer 

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[Ricklb1]

I've tried everything listed.  These printers will NOT install on this one desktop.  I have no problem printing to these 2 printers from the other four computers on the network.  Is there a way to have HP support log in remotely to take a peek at this desktop?

[Ricklb1]

An HP 'support chat' agent did log in and try to assist unsuccessfully.   It's been 'escalated', and I'm awaiting a call back from the next level agent now.  Fingers crossed i don't have to do a windows reinstall, but it would not surprise me if I do.