OfficeJet Pro 6960 screen goes blank/white after some time

[tsahia]

Ever since the last firmware update, the printer often gets stuck with a white screen, non-responsive, and I have to reset it with the power button to return it to normal operation.

There doesn't seem to be a trigger for this. Left alone for a couple of hours, and it will get to that by itself.

I hope this is fixed in the next firmware update.

I'll be happy to know if it's possible to roll back the last update, because the previous version worked correctly.

[Jay_G24]

Hi @tsahia

I'd like to help!

I understand you facing a blank/white screen issue.

Let's try a power reset on the printer

Reset the product

• With the printer turned on, disconnect the power cord from the rear of the printer.
• Unplug the power cord from the wall outlet.
• Wait at least 60 seconds.
• Plug the power cord back into the wall outlet.
• Reconnect the power cord to the printer.
• Turn the printer on. HP recommends plugging the printer directly into a wall outlet.

 Also, try updating the printer's firmware - HP Printers - Updating or Upgrading Printer Firmware

Hope this helps! Keep me posted. 

And, Welcome to the HP Support Community. 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping

[tsahia]

hi Jay,

Sorry for not following up sooner.

I followed the steps above, but the problem repeated. Not only that, but this time I also got an error I didn't see before. Too bad I didn't write down the exact wording, but it was white text on a black screen, along the lines of "Your printer had an error. Please restart the printer", which I did. but when I woke up in the morning, I again received the white screen described in the first post.

By the way, updating firmware through the printer in this model is under the Settings icon (⚙️) and not the ePrint icon. The printer says "No new updates are available at this time".

[Jay_G24 · Accepted solution]

We can perform a factory defaults 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. 

[JF3468]

I have the same issue with my 6960. I have tried all the resets - soft and hard - whihc work for one reset cycle. But I still get the white screen crash after the printer has been in normal standby for a short while. It happens time and time again. Every time I do a power-on reset, it then cycles through all the power up procedure, delaying my printing time, wearing away my print cartridge life, and making my desk irritatingly noisy for several minutes.

I am convinmced this is a firmware issue with the latest update. When it first happened I assumed it was because I was not up to date, so tried to download the latest Firmware - only to be told I already have it up-to-date. So it must be the latest one which is faulty.

A factory reset will not help, as the firmware has already been updated to the dodgy one. I think I need to revert to the previous firmware version - but then  it woudl just autoupdate to the dodgy one again.

So HP needs to release new Firmware which fixes this horrible bug. Please do so soon, or I will be forced to  buy a new printer from a more reliable producer.

[Jay_G24]

Hi @JF3468,

I'd like to help!

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

You can turn off auto-update on your printer, the update will not go through without your permission.

• 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. 

And, Welcome to the HP Support Community. 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping

[JF3468]

"click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name":

I do not have any 'private message icon'

" or simply click on this link":
Access Denied

Grrrr ...

[tsahia]

I followed the directions to do a factory reset on the printer, and indeed, the problem is gone. Which only strengthen the assumption that this is a bug in the last firmware version. So please remove the last version from your update server, so I and others can update the firmware up to the version before the buggy version.

After the factory reset, I went through the initial setup wizard. I selected to alert me for new updates, but not to install them automatically.

Question: how do I change that from the printer menu?

The last step in the setup wizard asked me to go to https://123.hp.com/oj6960, and download the setup software. The HP Easy Start didn't exist when I bought the printer, so it uninstalled everything and installed new software. This turned out to be a huge mistake, because now the PC, including printer driver and printer software, is unable to communicate with the printer. I'll uninstall everything and start over, and keep you posted.

[Jay_G24]

Sounds good.

You may also try the below suggestions-

Try and uninstall the printer software from the root level on your PC and install the full feature printer software.

First, unplug the USB cable from the printer if present.

• Go to Control panel – Programs and feature – Select all the HP printer entries and uninstall them.
  • Now go to Control panel – Devices and printer – Select all the printer entries and remove the device.
  • Restart your computer.
  • Click the bottom-left Start button on desktop, type device manager in the search box and tap Device Manager on the menu.
  • Once in device manager, click on the view tab in the top & choose “Show hidden devices”.
  • Then from the device manager list, check the entries under “Printer” – If there are any entries, please right click and choose “uninstall” – In the confirm device un-install pop-up, make sure you select the box which says “Delete the driver software for this device". 
  • Also, check the entries under "printer queue" and "imaging devices" and repeat the same exercise. Delete any printer entry or any entry which says “Unknown device”.
  • Once done, close device-manger. Then press the "windows key" + "r" to get the "Run" window open - Type "printui.exe /s" and press enter.
  • Under print server properties, go to drivers - remove any entry there as well.
  • Again, go running window, type – “c:/programdata” – Go to Hewlett Packard folder, remove any printer related folders & files.
  • Once done you can try cleaning out your temporary files and cached files. You can try using automated applications like some cleaner software's that you can download from the internet.
  • Now restart your computer again.
  • Open the Run window again, type “services.msc” and press ok to get services window.
  • Scroll down to “Remote Procedure Call (RPC)” – right-click and go to properties. Make sure the service is started and startup type is “Automatic”.
  • Now scroll up and go to “Function Discovery Provider Host” – right-click and select properties – Change the startup type to “manual” and start the service.
  • Repeat the same exercise on “Function Discovery Resource Publication” as well
  • Windows image acquisition stop and restart the service 

Reinstall the drivers from the Software and drivers page( install HP Easy start under the software utility tab)

Let me know how this goes!

[panosdim]

I have the same problem can you please post here the instructions to factory reset the printer?