Printer Name not Recognized

[Laura1478]

My printer HP Office Jet 6962 was the printer listed in my laptop printers.  I have been scanning each day for the last week or so and each time had to go in on my laptop to setup the scanner again.  Today it showed 6960 only and I removed it.  How do I get my 6962 on my laptop and why do I have select it each time I want to scan?

[Hawks_Eye]

Hi @Laura1478 

Welcome to the HP Support Community! We're here to help you get back up and running.

Thank you for explaining what has been happening. I understand how frustrating it is when the printer name suddenly changes and you have to set up the scanner every time. You’ve already taken helpful steps by checking the printer list, and I appreciate that.

Below is a clear set of steps you can follow on Windows to get your HP OfficeJet 6962 added back properly and prevent repeated scanner setup.

 

Why the printer name changed

The OfficeJet 6962 belongs to the 6960 series. When Windows cannot correctly detect the full model, it may show only “6960.” Removing it was fine, and we can reinstall it cleanly.

 

Step 1: Remove any leftover entries

1. Open Settings on your Windows laptop.
2. Select Bluetooth & devices.
3. Select Printers & scanners.
4. If you see any entry like HP OfficeJet 6960, HP OfficeJet 6900 series, or anything similar, remove it.

 

Step 2: Reinstall the printer using the HP App

1. Open the HP App on your laptop.
2. Select Set up a new printer.
3. Make sure the printer is powered on and connected to the same Wi‑Fi network as your laptop.
4. When the app detects HP OfficeJet 6962, select it and complete the setup.

If the printer does not appear:
• Restart the printer.
• Restart your Wi‑Fi router.
• Restart your laptop.
Then try the HP App setup again.

 

Step 3: Ensure the scanner stays connected

The repeated scanner setup usually happens when Windows installs a basic driver instead of the full feature driver.

After adding the printer through the HP App:

1. Open Settings → Bluetooth & devices → Printers & scanners.
2. Select HP OfficeJet 6962.
3. Confirm that both Printer and Scanner functions appear under the device.
4. If the scanner still asks for setup each time, remove the device again and reinstall it only through the HP App.

 

Step 4: Check the connection type

Scanning is more stable when the printer is on:
• A strong Wi‑Fi connection
• The same network band (2.4 GHz recommended)
• A fixed IP address (optional but helps stability)

If your router supports both 2.4 GHz and 5 GHz, ensure the printer is on 2.4 GHz.

 

Step 5: Restart the HP App before scanning

If the HP App was left open for a long time, it may not refresh the scanner connection.
Close the app completely and reopen it before scanning.

If you want, I can guide you step‑by‑step through the setup based on what you see on your screen.

If my response helped, please mark it as an Accepted Solution! ✅ It helps others and spreads support. 💙 Also, tapping "Yes" on "Was this reply helpful?" makes a big difference! Thanks! 😊

Take care, and have an amazing day!

Regards, 

Hawks_Eye