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Printer doesn't recognise instruction to print; wi-fi symbol is live, and internet works for other

HP Recommended
Officejet 6960
Microsoft Windows 10 (32-bit)

Printer doesn't recognise instruction to print; wi-fi symbol  is live, and internet works for other. i have checked the device settings in the computer control panel, and the items are in the pribnt queue.  I have tried scanning a document using my phone and sending it to the printer to print (genius Scan) and it works. The problem seems to be between the printer and the laptop. The printer is showing as 'offline' on the Conrol panel but the wi-fi symbol on the printer is live.

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HP Support Agent
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Hi @David_P1

 

Welcome to the HP Forums!

 

Thank you for posting your query in this forum, it's a great place to find answers.

 

I reviewed your post and I understand that you are unable to print from your laptop and the printer is showing offline.

 

Don’t worry, we will work together to resolve this issue and It’s a pleasure to assist you in this regard.

 

In order that I may provide you with an accurate solution, I will need a few more details.

 

  • When was the last time the Printer was working fine?
  • Have you made any software or hardware changes on the computer?
  • Have you performed any troubleshooting steps before posting?

 

While I wait for the answers, follow the steps in the below article and check if it helps.

 

http://hp.care/2pbxLig

 

Let me know how it goes and you have a great day!

 

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

 

Take care.

 

Cheers!

The_Fossette
I am an HP Employee

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The printer worked fine until a couple of days ago

 

I have just loaded the software update from the Print and Scan doctor, but when I try to print, the only options available to me are fax and print to PDF

 

I have printed successfuly from my phone, using Genius Scan

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HP Support Agent
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@David_P1,

Thank you for your reply, I'll be more than glad to help you.

 

I understand that you get only the fax and print to PDF option while printing from your HP OfficeJet 6962 All-in-One Printer.

 

Let me jump in with a solution for this issue in place of my colleague as he is out of the office today.

 

Please follow the steps provided below to uninstall and reinstall the drivers.

 

Step 1: Uninstall the Drivers:

Please follow the steps provided to uninstall the printer software in the link: Uninstalling the Printer Software (Windows)

 

Also, please follow the steps provided below to completely remove the printer software from printer properties.

 

Steps to remove printer driver files from Print Server Properties:

  1. Open the Print Server Properties dialog window by doing one of the following:
    • Click the Start menu and in the search field type 'printui /s /t2' (without the quotes), and then press Enter or click it in the search list.
    • Press WINDOWS-R on the keyboard to bring up the Run window, type in 'printui /s /t2' (without the quotes), and then press Enter or click OK.
    • From the Start menu or the Start screen:
    • Open Devices and Printers.
    • Select any printer and then click "Print server properties" at the top of the window.
    • Click on the Drivers tab.
  2. Select the printer driver you wish to uninstall.
  3. Click the Remove button.
  4. Select "Remove driver and driver package" and click OK.

Step 2: Download and install the Drivers from the link:  Full Feature Software and Drivers

 

Let me know if this works.

 

You have a good day ahead.

Rainbow23
I am an HP Employee

If you found this post helpful, you can let others know and also show your appreciation by clicking the Accept as Solution button, Thumbs up" button!

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