OfficeJet Pro 6970: can't print or uninstall+reinstall the software

[Jimidinh]

My OfficeJet Pro 6970 stopped working and I suspect it's a driver issue. Reinstalling could help, but unfortunately I can't uninstall HP OfficetJet Pro 6970 Basic Device Software. When I try I get an error related to hpwia_oj6970.inf: "A caller of DriverPackageInstall must be a member of the Administrators group to install a driver package". This happens despite the facts: -I'm on an administrator account -the installer 30653b8a.msi is a member of Administrators group -hpwia_oj6970.inf is a member of Administrators group So, as I can't uninstall the Basic Device Software, I can't try to reinstall the printer from scratch. Please advice how to proceed.

[TEJ1602]

@Jimidinh, Welcome to HP Support Community!

I'd recommend you follow the steps from the document https://support.microsoft.com/en-us/help/17588/windows-fix-problems-that-block-programs-being-instal... to isolate and resolve the issue. (This is a third-party link. Please do not click on any ad, image, download, popup or link or anywhere else as this is a third-party link meant only for viewing information).

Hope this helps! Keep me posted. 

Please click “Accepted 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!

[Jimidinh]

Thank you for the reply TEJ1602.

The troubleshooter seemed to uninstall the driver, and I tried installing the printer again using HP Smart. However, the software did not install the driver (the printer is shown as Unknown device in the Device Manager). I tried updating the driver manually, and the printer is correctly identified as HP OfficeJet Pro 6970 PCL-3, but "The driver cannot be installed because it is either not digitally signed or not signed in the appropriate manner."

So, printer still isn't working.

[TEJ1602]

@Jimidinh

I need a few more details: 

• Have you attempted to change the user access control (UAC) settings on the user account, disable it and check if this works?
  • If not, please do and let me know how it works.

While you respond to that, here's what you need to do:

I recommend you delete the driver at the root level and retry, follow the steps below: 

1.) In Windows, search for and open Programs and features 

2.) Select your HP Printer 

3.) Select Uninstall 

4.) In Windows, search for and open Devices and printers 

5.) In the Devices and Printers windows look for your HP printer. If you see it listed right-click on it and choose `Delete' or `Remove Device' 

6.) Open up the run command with the "Windows key + R" key combo. 

7.) Type printui.exe /s and click Ok. (Note: there is a space in between "printui.exe" and "/s") 

8.) Click on the "Drivers" tab 

9.) Look for HP Printer driver. If you see it Click on it and click Remove at the bottom 

10.) Select Ok 

11.) Select Apply and Ok on the Print Server Properties windows 

12.) Close Devices and Printers .

Use this link to download and install the new driver. Configure the printer and try printing.

Hope this helps! Keep me posted. 

Please click “Accepted 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!