6968 wont print

[Tampa33624]

We set up the printer and i can print from my ThinkPad without any issues, but my wife can't print from her HP laptop. Sometimes she gets the printer is offline and sometimes not. Going nuts here to try and figure out what is wrong.

[MKazi]

@Tampa33624

Welcome to HP Support Forums. 🙂 I came across your post and would like to help.

I understand that you have an HP OfficeJet Pro 6968 All-in-One Printer and it is unable to print from your Wife's HP laptop which has Win10. The printer appears to be offline. However, the printer prints fine from you Thinkpad. I appreciate the steps you have performed and have certainly done a good job. Not to worry though as I have a few suggestions. 

I would like to know the following information to assist you better:

• I'm assuming that the printer is connected to the network. Is that correct?
• Did any changes take place on the HP laptop or did any updates happen for the printer?

Meanwhile, I did some research and suggest you to perform the following steps to fix the issue:

• Please download and run the HP Print and Scan Doctor software. HP Print and Scan Doctor is a free tool for Windows to help resolve printing and scanning problems. 

If the issue still persists post running the HP Print and Scan Doctor then I suggest to uninstall the printer drivers from the root level and then install them:

• In Windows, search for and open Programs and Features.
• Select your HP printer.
• Select Uninstall.
• In Windows, search for and open Devices and Printers.
• In the Devices and Printers window look for your HP Printer. If you see it listed, right-click on it and choose "Delete" or "Remove Device.”
• Open up the run command with the "Windows Key + R" key combo.
• Type printui.exe /s and click OK.
• Click on Drivers tab.
• Look for HP Printer driver. If you see it click on it and click Remove at the bottom.
• Select OK.
• Select Apply and OK on the Print Server Properties windows.
• Close Devices and Printers.

Please download and install the drivers from this link: http://hp.care/2mIuCVY

I sincerely hope this fixes the issue. Let me know. Good luck! 🙂

[Tampa33624 · Accepted solution]

It was a PEBCAK error! We were selecting the previous printer that we were using instead of the 6968. I saved the 6968 as the default printer and everything is working as it should.

[MKazi]

@Tampa33624

You're welcome. 🙂

I'm glad to know that the issue is now resolved and thanks for your efforts. Happy printing! 🙂