Can’t print with AirPrint or HP Smart

[Hightower2]

Hello, officejet pro 6960 no longer prints from HP Smart App (print button in preview is greyed out despite printer being online) or from Apple IOS (finds air printer but then disappears from list and therefore unable to print), also affects Windows laptops.  Have checked multitude of settings in printer and network but all ok. Printer even prints diagnostic pages from app / HP website in WiFi, but not from phone or laptop for things we want to print. Any ideas gratefully received, thanks A

[A_Gayathri]

Hi @Hightower2 ,

Welcome to The HP Support Community.  

Thank you for posting your query, I will be glad to help you.

I understand you are facing an issue with your HP OfficeJet Pro 6960 not printing from the HP Smart App, AirPrint, and Windows laptops. Here are some troubleshooting steps to try:

1. Restart Everything

• Restart the Printer: Turn off the printer, unplug it from the power source, wait for a minute, then plug it back in and turn it on.
• Restart the Router: Sometimes the network can be the culprit. Restart your router by turning it off and on.
• Restart Devices: Restart your iOS device, Windows laptops, and any other devices you're trying to print from.

2. Check Network Connection

• Ensure Same Network: Make sure the printer and your devices (iOS, laptops) are connected to the same WiFi network.
• Check Signal Strength: Ensure the printer is within a good range of the WiFi signal.

3. Update Firmware and Software Update the firmware on an HP printer

• Printer Firmware: Check if there's a firmware update available for your printer. You can do this from the printer’s control panel or the HP website.
• HP Smart App: Ensure that the HP Smart App is updated to the latest version.
• iOS & Windows Updates: Make sure your devices have the latest software updates.

4. Reconfigure Printer on Network

• Re-add Printer to Network:
  1. On the printer control panel, go to Network settings.
  2. Disconnect from the current network and reconnect it.
  3. Follow the prompts to reconnect the printer to the WiFi network.

5. Reset Printing System (on Mac)

• MacOS: If using a Mac, reset the printing system:
  1. Go to System Preferences > Printers & Scanners.
  2. Right-click (or Control-click) in the printer list and choose Reset printing system.
  3. Re-add your printer.

6. Check AirPrint Settings

• AirPrint Compatibility: Ensure the printer is AirPrint compatible (which it is).
• Re-add Printer on iOS:
  1. Go to Settings > Wi-Fi.
  2. Ensure Wi-Fi is turned on and connected to the same network as your printer.
  3. In the printing app, try selecting the printer again.

7. Use HP Print and Scan Doctor (Windows) HP Print and Scan Doctor

• HP Print and Scan Doctor: Download and run the HP Print and Scan Doctor for Windows. This tool can diagnose and fix many printing, scanning, and network issues.

8. Check Firewall/Security Software

• Firewall Settings: Ensure that any firewall or security software on your network is not blocking communication with the printer.
• Router Settings: Check your router’s settings to ensure that it is not set to isolate wireless devices from each other.

9. Assign Static IP

• Static IP Address:
  1. On the printer control panel, print a network configuration page to find the IP address.
  2. Enter the IP address in a web browser to access the printer’s EWS (Embedded Web Server).
  3. Navigate to the network settings and assign a static IP address to the printer.

10. Reinstall Printer Drivers (Windows)

• Remove and Reinstall Printer:
  1. Go to Control Panel > Devices and Printers.
  2. Right-click the printer and select Remove device.
  3. Reinstall the printer drivers from the HP website.

11. Factory Reset the Printer

• Factory Reset:
  1. On the printer control panel, navigate to Setup > Printer Maintenance.
  2. Look for an option to restore the printer to factory defaults.
  3. Reconfigure the printer as if setting it up for the first time.

Refer to this document:  HP OfficeJet Pro 6960 All-in-One Printer series User manual

I hope this helps. 

Take care and have a good day.

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

[A_Gayathri]

Hi @Hightower2 ,

Welcome to The HP Support Community.  

Thank you for posting your query, I will be glad to help you.

I understand you are facing an issue with your HP OfficeJet Pro 6960 not printing from the HP Smart App, AirPrint, and Windows laptops. Here are some troubleshooting steps to try:

1. Restart Everything

• Restart the Printer: Turn off the printer, unplug it from the power source, wait for a minute, then plug it back in and turn it on.
• Restart the Router: Sometimes the network can be the culprit. Restart your router by turning it off and on.
• Restart Devices: Restart your iOS device, Windows laptops, and any other devices you're trying to print from.

2. Check Network Connection

• Ensure Same Network: Make sure the printer and your devices (iOS, laptops) are connected to the same WiFi network.
• Check Signal Strength: Ensure the printer is within a good range of the WiFi signal.

3. Update Firmware and Software Update the firmware on an HP printer

• Printer Firmware: Check if there's a firmware update available for your printer. You can do this from the printer’s control panel or the HP website.
• HP Smart App: Ensure that the HP Smart App is updated to the latest version.
• iOS & Windows Updates: Make sure your devices have the latest software updates.

4. Reconfigure Printer on Network

• Re-add Printer to Network:
  1. On the printer control panel, go to Network settings.
  2. Disconnect from the current network and reconnect it.
  3. Follow the prompts to reconnect the printer to the WiFi network.

5. Reset Printing System (on Mac)

• MacOS: If using a Mac, reset the printing system:
  1. Go to System Preferences > Printers & Scanners.
  2. Right-click (or Control-click) in the printer list and choose Reset printing system.
  3. Re-add your printer.

6. Check AirPrint Settings

• AirPrint Compatibility: Ensure the printer is AirPrint compatible (which it is).
• Re-add Printer on iOS:
  1. Go to Settings > Wi-Fi.
  2. Ensure Wi-Fi is turned on and connected to the same network as your printer.
  3. In the printing app, try selecting the printer again.

7. Use HP Print and Scan Doctor (Windows) HP Print and Scan Doctor

• HP Print and Scan Doctor: Download and run the HP Print and Scan Doctor for Windows. This tool can diagnose and fix many printing, scanning, and network issues.

8. Check Firewall/Security Software

• Firewall Settings: Ensure that any firewall or security software on your network is not blocking communication with the printer.
• Router Settings: Check your router’s settings to ensure that it is not set to isolate wireless devices from each other.

9. Assign Static IP

• Static IP Address:
  1. On the printer control panel, print a network configuration page to find the IP address.
  2. Enter the IP address in a web browser to access the printer’s EWS (Embedded Web Server).
  3. Navigate to the network settings and assign a static IP address to the printer.

10. Reinstall Printer Drivers (Windows)

• Remove and Reinstall Printer:
  1. Go to Control Panel > Devices and Printers.
  2. Right-click the printer and select Remove device.
  3. Reinstall the printer drivers from the HP website.

11. Factory Reset the Printer

• Factory Reset:
  1. On the printer control panel, navigate to Setup > Printer Maintenance.
  2. Look for an option to restore the printer to factory defaults.
  3. Reconfigure the printer as if setting it up for the first time.

Refer to this document:  HP OfficeJet Pro 6960 All-in-One Printer series User manual

I hope this helps. 

Take care and have a good day.

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