OfficeJet 6960 Full_Webpack fails setup on activation page & S/N not recognised

[CeeBee25]

HP Smart doesn't allow duplex scanning.  Research established Full Driver does.

Uninstalled HP Smart, Uninstalled 6960 Basic Driver, cold booted.

Updated 6960 Firmware.

Downloaded Full_Webpack-40.16.1234_1-OJ6960_Full_Webpack.exe.

Install proceeds through all stages until Activation stage when a web window is launched which remains blank.  
Page closed prevents completion of activation and therefore starting HP OfficeJet Pro shortcut resumes with Setup there for Scan or other menus not displayed.

Unable to register or add S/N [personal info removed] to my HP profile and S/N not recognised.

Installed HP Smart to enable scanning (but sadly not duplex)

Objectives:
#1 add S/N to My profile (in addition to this possibly preventing #2 below)

#2 complete activation and access Scan menu to investigate and hopefully use duplex scanning.

[Nal_NR]

Hi @CeeBee25,

Welcome to the HP Support Community. 

I'd be happy to help you! 

To resolve the issue of a blank web window during the activation stage when installing the Full Feature Software for your HP OfficeJet Pro 6960, follow these steps:

Step 1: Check Internet Connectivity

• Ensure your computer is connected to the internet and has a stable connection.
• Disable any VPNs or proxy servers that might be interfering with the activation process.

Step 2: Clear Browser Cache and Cookies

• Sometimes, a browser's cache and cookies can cause issues with web pages loading properly.

For Google Chrome:

1. Open Chrome.
2. Click the three dots in the upper right corner and go to Settings.
3. Scroll down and click Privacy and security.
4. Click Clear browsing data.
5. Select All time for the time range and ensure Cookies and other site data and Cached images and files are checked.
6. Click Clear data.

For Microsoft Edge:

1. Open Edge.
2. Click the three dots in the upper right corner and go to Settings.
3. Click Privacy, search, and services.
4. Under Clear browsing data, click Choose what to clear.
5. Select All time for the time range and ensure Cookies and other site data and Cached images and files are checked.
6. Click Clear now.

Step 3: Disable Firewall and Antivirus Temporarily

• Temporarily disable any firewall or antivirus software to ensure they are not blocking the activation process.

Step 4: Use a Different Browser or Update Your Current Browser

• If the activation process is using your default browser, try setting a different browser as the default.
• Ensure that the browser being used is up to date.

Step 5: Run the Installer as Administrator

• Right-click on the installer file (Full_Webpack-40.16.1234_1-OJ6960_Full_Webpack.exe) and select Run as administrator.

Kindly check the remaining steps in the next post.

Hope this helps! Keep me posted for further assistance

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

[Nal_NR]

Hi @CeeBee25,

Step 6: Check for Windows Updates

• Ensure your operating system is fully updated.
  • Go to Settings > Update & Security > Windows Update.
  • Click Check for updates and install any available updates.

Step 7: Manually Enter Activation Information

• If the web page remains blank, try manually entering the printer’s activation information in the printer’s settings.
  • Go to the printer’s control panel.
  • Navigate to Setup > Web Services Setup > Network Setup > Wireless Setup Wizard.
  • Follow the on-screen instructions to connect the printer to your network.

Step 8: Download and Install HP Print and Scan Doctor

• HP Print and Scan Doctor can diagnose and fix many issues.
  • Download it from HP Print and Scan Doctor.
  • Run the tool and follow the on-screen instructions.

Step 9: Try a Different Installation File

• If the issue persists, try downloading a different version of the Full Feature Software from the HP website.
  • Go to the HP Customer Support - Software and Driver Downloads page.
  • Enter your printer model and download the appropriate driver.

By following these steps, you should be able to resolve the issue with the blank web window during the activation stage and successfully install the Full Feature Software for your HP OfficeJet Pro 6960.

If none of the above steps resolve the issue, contact HP Phone Support for further assistance.

Hope this helps! Keep me posted for further assistance

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.