Printer Install

[ynnej1080]

I have 2 HP laptops and recently purchased a new HP Officejet Pro 6869 printer. I cannot for the life of me get either laptop to install the printer. I tried it on a Mac laptop we have and it installed perfectly in about 3 minutes, It's so frustrating that the two HP products don't work but the Apple product does. Enough of the rant...I am not getting the following message on my HP Pavilion laptop, Installation Error  Call to DriverPackageInstall returned error - 536870141 for package 'C:\Program Files\HP\HP Officejet Pro 6960\Driverstore\NGScanDriver\HPWia_OJ6960.INF. Please help!!!! 

[Raj1788]

@ynnej1080

Welcome to the HP Support Community

Let's Run the HP Print and Scan Doctor to fix the driver issue.

Click on this link: https://support.hp.com/in-en/topic/printscandoctor to download and Run  HP Print and Scan Doctor.

If the issue persists, I recommend you delete the driver at the root level and Install the drivers, follow the steps below:

Remove the USB if connected

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 

Then, Click on this link: https://support.hp.com/in-en/drivers to download and install the printer driver.

Try to print.

Keep me posted, how it goes!

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!

Have a great day!

Cheers:)

[ynnej1080]

Hi Raj, 

Thank you for the suggestions. Unfortunately there was no HP driver listed for my printer under the "printer server properties" so there was nothing to delete or uninstall. Any other suggestions?

[Raj1788]

@ynnej1080

Did you run the HP Print and Scan Doctor?

Try the below steps.

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

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

3.) Click on the "Drivers" tab 

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

5.) Select Ok

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

7.) Close Devices and Printers 

Then, Click on this link: https://support.hp.com/in-en/drivers to download and install the printer driver.

Try to print.

Keep me posted, how it goes!

Have a great day!

Cheers:)

[ynnej1080]

I tried all the steps above and when it goes through the install process it still comes back saying the device cannot be installed. 

Did you run the HP Print and Scan Doctor?

Try the below steps.

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

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

3.) Click on the "Drivers" tab 

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

5.) Select Ok

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

7.) Close Devices and Printers 

Then, Click on this link: https://support.hp.com/in-en/drivers to download and install the printer driver.

Try to print.

Keep me posted, how it goes!

Have a great day!

Cheers:)

---

[Raj1788]

@ynnej1080

I would personally suggest you contact our HP Support for one on one interaction. 

Please use the following link to create yourself a case number, then call and it may help speed up the call process:

Step 1. Open link: www.hp.com/contacthp

Step 2. Sign in / sign in as a guest

Step 3. Enter the product number or select to auto detect

Step 4. Scroll down to "Still need help? Complete the form to select your contact options"

Step 5. Scroll down and click: HP contact options - click on Get phone number and phone number appear.

Keep me posted on further assistance. Hope that helps! 

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and www.hp.com/contacthpbuttons, that'll help us and others see that we've got the answers!

Have a great day ahead!