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- HP Community
- Printers
- Printing Errors or Lights & Stuck Print Jobs
- OfficeJet 6962 not connecting to computer

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01-15-2019 05:26 PM
My computer used to connec to the printer but then I installed a new OS and it isn't working anymore. It says it's installed but it would print or scan
01-16-2019 04:46 PM
Welcome to the HP Support Community
To provide you with an accurate solution, I'll need a few more details:
Is the copy working fine?
If the copy is working fine, follow the below solution.
Download and run HP Print and Scan Doctor
Install HP Print and Scan Doctor on the computer connected to your printer.
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Make sure your printer is turned on and connected to the computer.
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Download HP Print and Scan Doctor, and then follow the on-screen prompts to install and open the tool.
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On the Welcome screen, click Start to view a list of available printers.
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Select your printer in the list, and then click Next.
If your printer is not listed or a connection problem is detected, click My product is not listed or select your connection type, follow the on-screen instructions, and then click Retry.
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Click either Fix Printing or Fix Scanning.
If you are prompted to install the printer software, follow the on-screen instructions. The software can resolve many printer issues.
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Review the list of test results, and then resolve any issues found.
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If you see a checkmark
, the printer passed the test.
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If you see a wrench
, HP Print and Scan Doctor found an issue and repaired it.
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If you see an exclamation point
, the test failed and required user action, but the step was skipped.
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If you see an X
, follow the on-screen instructions to resolve the issue.
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If the issue persists, I recommend you delete the driver at the root level and Install the drivers, follow the steps below:
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
Then, Click on this link: https://support.hp.com/us-en/drivers/selfservice/swdetails/hp-officejet-6960-all-in-one-printer-seri... to download and install the HP OfficeJet 6960 All-in-One series Full Feature Software and Drivers.
Try to print.
Keep me posted, how it goes!
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!
Have a great day!
Cheers:)
Raj1788
I am an HP Employee