hp officejet pro 6960

[Manal2]

Hi HP It is not possible to print anymore. If i try to print something my computer says that i did not install the software of the printer, but i installed everything. There is internetconnection in the printer and also in the computer so that is not the problem. Further if i try to look at the status of the pages instant ink it doesnt work because it says that there is no connection wit the printer. :-S Plsss can you help Thanks in advance grts

[asmita6658]

Hi @Manal2

Welcome to the HP Support Community. 

To better assist you - Are you able to print from any other devices? If yes, I'd suggest try these steps -

Step 1 HP Print and Scan Doctor - 

Click on this link to download and run HP Print and Scan Doctor 

Step 2 Re-install the printer drivers - 

1. In the search box, type and open "Uninstall a Program".

2. Look for HP Printer software.

3. Right-click to uninstall.

4. In the search box, type and open “Devices and printers”.

5. In the Devices and Printers, look for your HP printer. If you see it listed right-click on it and choose “Delete” or “Remove Device”.

6. Open 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 Once the software and drivers are removed.

13. Restart the computer.

14. Download and install the software and drivers from here.

15. Click on the downloaded file and follow the on-screen instructions. 

Also, try updating the printer's firmware. Refer to this document for steps -  HP Printers - Updating or Upgrading Printer Firmware

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

Have a great day! 

[trillaann]

Ok I have followed the recommended instructions to uninstall and then reinstall the drivers. My printer lists an IP address, however, my computer cannot identify the connected device and therefore will not reinstall the drivers. I have disconnected the internet (reset it as well), turned the printer off and on and restarted my desktop and have found no solution. Any suggestions?

[trillaann]

Finally got the device recognized and reinstalled the drivers. Now I cannot print from the device. I continually get error messages. Now what?

[asmita6658]

Hi @trillaann

Appreciate you trying the steps. I'd be happy to help you with this issue. 

To better assist you - 

1) May I have the exact model name of the printer? Refer to this document for steps to find the product details. Do not share any of your personal information such as serial, phone number, email ID, etc.

2) What's the error message that you are getting? 

Let me know. 

[trillaann]

Thanks for your response!

1 - HP Officejet Pro 6968

2 - I'm not sure that this info will be very helpful - "Error printing on HP1E167A (HP OfficeJet Pro 6960)

[asmita6658]

Thanks for replying. 

Have you tried all the steps mentioned in this post? If yes, try creating a TCP/ IP port - 

1) In the search box, type and open "Control Panel".

2) Select the "View By" option as "Large icons".

3) Click on "Devices and Printers".

4) Right click on the name of your printer and then click on "Printer Properties". 

5) Click on "Ports".

6) Click on "Add Ports" > Select "Standard TCP/ IP Port" > Click on "New Port".

7) Click "Next" on the "Welcome to the Add Standard TCP/ IP Printer Port Wizard" screen.

😎 Enter the IP address of the printer and then click on "Ok".

9) Now, you'll find a new port under the ports tab with the printer's IP address. 

10) Click on "Apply" > Click on "Ok". 

11) Restart the computer. 

Also, try assigning a Static IP. Refer to the video link for step by step instructions - Assigning an HP Printer a Static IP Address in Windows 8 | HP

Note : The video is for win 8 but steps are similar for other operating systems as well. You need to enter the IP address in the browser's URL or the address bar to access the printer page.

Keep me posted. 

[trillaann]

This worked; however, I then ended up with a power outage and had to start all over. I will be keeping these instructions as I often have to reset the printer.

Thanks!!

[asmita6658]

@trillaann

That's great! Happy to hear that. 

If you need further assistance feel free to reach out to us.

Have a great day!