OfficeJet 6962 Stopped working multiple complaints

[realolman]

I have an OfficeJet 6962 that is driving me nuts.  It worked fine for years. A week or so ago it just quit printing from my computer (Windows 10 HP Envy)  It will print from my iphone and my ipad, but not my computer.  I have uninstalled it and installed it and downloaded drivers until I am blue in the face and nothing works.  I KNOW the thing is connected to my network

PARTS of the HP scan and print doctor and HP smart can communicate with it... it will scan and return an image to m computer... It knows how much ink is in it, calls it "ready" .  The scan and print doctor will ask me which one I want , and displays it as "installed" with the correct IP address. 

I have had a session with an HP technician, who controlled my computer ... to no avail 

When I tr to print it will tell me it is offline... it displays in control panel as "driver is unavailable"

I could not access some of the things that should have been availabke to me on the printer display... said it had been locked by whoever set up the printer... that would be me and I never locked it... I even found a way to reset the thing by pushing blacked out return button three times which seemed to do a lot, but neither the scan and print doctor nor a "critical" firmware update can  find it... it is right there... An IP scanner I have can find it ... I can ping it...

please help.

[KrazyToad]

@realolman

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[KrazyToad · Accepted solution]

Please uninstall the printer driver from root level and reinstall the printer using the Full Feature Software first

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

13.) Restart the computer and download the full feature software Link: https://ftp.hp.com/pub/softlib/software13/printers/M6960/Full_Webpack-40.14.1195_1-M6960_OJ_Full_Web... and follow the onscreen instructions

[realolman]

Thank you for your help... I think the printer is working .

I am not at all sure because it has acted  so weird, but I was able to print a couple of pages!!!  ... and I haven't been able to do that in quite a while.

The only thing I did differently this time was turn off the McAfee firewall... I think that did it...  If I could make a suggestion, perhaps you could include turning off the fire wall in your list.

I hope that will be the end of it.. It about drove me nuts, with the software being able to find it on the network, and then in the next screen telling me it was not connected to the network. 

At any rate , thank you very much

[KrazyToad]

I'm glad you got this sorted out and thank you for the valuable feedback which will surely help many others

Drop us a message anytime you need help