HP OfficeJet Pro 6960 will not print Word or Excel documents - but prints emails and web based docs

[Tanya76]

When I try to print from Word or Excel a box comes up saying "Connecting to Printer" and then another box appears saying "We couldn't print because there doesn't seem to be a printer installed"

I've re-installed software. Not sure what else to do. Thanks

[Betty0610 · Accepted solution]

@Tanya76

Welcome to the HP Support Community.

Since this happen only with Microsoft Programs, I recommend you to uninstall and reinstall Microsoft Office.

If the issue persists, let's do a root uninstall and reinstall of the software:

Unplug any USB cable, if any, before doing this.

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.) Open up the run command with the "Windows key + R" key combo

14.) Type c:/programdata and click Ok. Go to Hewlett Packard folder, remove any printer related folders & files.

15.) Restart the computer.

Once done, please download and install the software from here:

https://support.hp.com/in-en/drivers

Let me know if this helps.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!

Thanks!

Have a great day!

[Tanya76]

Thank you Betty. 

I uninstalled and reinstalled the drivers and it is now working again.

I didn't want to uninstall Microsoft Office as I was unsure if I still had the program CD's to reinstall it without having to pay for it.

Thanks again

[Betty0610]

I'm glad to hear that and you're most welcome. Do get back to us in the future for further assistance.

Have a nice day!:)