OfficeJet 6960 decided it was a 6970...

[dannaston]

So my printer freaked out.  It went through a factory reset (automatically - I just turned it on, the LCD screen was blue and it reset itself).  In so doing, my OfficeJet 6960 thought it was a 6970.  It changed the email address for Instant Ink and because it was self-morphed into a new printer, Instant Ink didn't recognise it.  I have spent pretty much all of today, with a must-do print for tomorrow, trying to sort this out.  But virtual agent is useless at anything a little odd and there is nothing online to help or explain this problem.  I've just bought a new HP printer to replace this one (because it's 4 years old and probably time I got a new one).  But I'm furious because my printing has not been done; my printer self-identified as a model it could not be; and there is literally no support at the weekends.  If poss, I'd love it if someone from HP can get in-touch... I have been an Instant Ink customer for 4 years - and for a large part of that on the highest subscription.  This is the second major issue I have had with this printer (and the last time, you folks had an incredibly WhatsApp support).  Not a happy customer at all, and if it wasn't for Instant Ink, I'd be looking elsewhere for a printer.

[Nal_NR]

Hi @dannaston,

Welcome to the HP Support Community. 

I understand that you are facing issues with your printer. I'd like to help!

The printer firmware might be outdated or corrupted. Download the latest firmware version for your printer. HP Printers - Updating or Upgrading Printer Firmware 

We can perform a factory default on the printer to resolve the issue

• The reset instructions are specific for your printer and performing those steps on a different printer may corrupt the device.
• I've sent you a private message with reset instructions, follow the reset instruction to perform a full reset and re-initialize the printer.
• In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name or simply click on this link: https://h30434.www3.hp.com/t5/notes/privatenotespage

Hope this helps! Keep me posted.

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Yes" on the bottom right to say “Thanks” for helping!

[Nal_NR]

Hi @dannaston,

Have you tried those steps yet? Do you still need assistance? Let me know if I can help. Have a great day 🙂