Printer driver not downloading

[Trevor14]

Hi, Windows downloaded updates and since then my printer software is not recognised. I tried to download new drivers but without success. I then deleted the existing driver, (the one that was not recognised) and tried downloading new drivers but all that happened was the download went straight to the 123 connection window. I then tried to install from the printer disk but the same thing happened. On one attempt I did receive an error notice saying that the download was not successful. I have tried the HP doctor with no success. Can anyone advise a solution, Please?

[Dragon-Fur · Accepted solution]

@Trevor14

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@Trevor14 wrote:

Product: HP DeskJet Pro 6960

Operating System: Microsoft Windows 10 (64-Bit)

Hi, Windows downloaded updates and since then my printer software is not recognised. I tried to download new drivers but without success. I then deleted the existing driver, (the one that was not recognised) and tried downloading new drivers but all that happened was the download went straight to the 123 connection window. I then tried to install from the printer disk but the same thing happened. On one attempt I did receive an error notice saying that the download was not successful. I have tried the HP doctor with no success. Can anyone advise a solution, Please?

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I really don't think I understand what you are doing - I will "take a guess" and offer a couple of ideas.

I did not find a printer named Deskjet Pro 6960.

If this is your printer:

HP OfficeJet Pro 6960 All-in-One Printer series

If the problem is that you cannot download the Full Feature Software to your computer,

then use a different browser.  For example, if you are using Opera, try using Firefox or Chrome.

If the problem is that you cannot execute the file (open and start the installation after the file is on your computer),

then

• Remove (Uninstall) any existing printer software from your computer,
• Restart the computer and log in,
• Clear / Check the Device Manager,
• Restart the computer and log in,
• Install the Full Feature Software,
• Restart the computer and log in,
• Consider updating the Firmware,
• If you update the Firmware, Restart the computer and log in

Best Practice:  Do not ignore the "Restart and log in" bits

For example:

Printer Software – Uninstall Existing Software 

If the software is already installed and you want (need) to uninstall it:

Control Panel > icon view > Programs and Features >

Scroll down, click, and Uninstall the software

After the software is removed, Restart the computer and log in

If printer software will not uninstall, appears to be removed and then shows up again, or is otherwise not “going away” when you tell it to do so, try an Uninstaller program.

Microsoft:  Fix problems that block programs from being installed or removed

Printer Software – Lurking in the Device Manager

If, after a Restart, you find printer software still lurking about in the Device Manager, remove it.

Control Panel > icon view > Devices and Printers

Expand category Printers

If any printer name or “Unknown Device” is listed,

Right-Click on the printer / device > Uninstall

Restart the computer and log in

Printer Software - Installation

NOTE:  If using USB, disconnect the USB cable between the printer and the computer before starting the installation.  Connect the cable when instructed to do so (toward the end of the installation procedure).

Download, save, and install the Full Feature Software for your Operating System version

After the software is installed, Restart the computer and log in

Video help

NOTE:  Videos may be found in one or more locations (depending on printer / software / version)

Open the printer Software and Drivers page >

Scroll down and select Related Videos > Click View All >

Find and view the relevant video

AND / OR

Open the printer support Homepage >

Scroll down and select Video Tutorials > Click View All >

Find and view the relevant video

Firmware

Consider installing the printer Firmware

READ (when provided) all instructions before installing the firmware

If / After the firmware is installed, Restart the computer and log in

Reminder:  Firmware is normally updated after the printer software is installed / functional.

Reference  and Resources (Find help and information for your printer)

Printer Homepage – “Things that are your printer”

Drivers / Software / Firmware Updates, Videos, Bulletins/Notices, How-to, Troubleshooting, User Guides, Product Information, more

HP OfficeJet Pro 6960 All-in-One Printer series

Thank you for participating in the HP Community Forum.

We are a world community of HP enthusiasts dedicated to supporting HP technology.

[Trevor14]

Hi, Dragon-fur, Thank you so much for your advice regarding the subject. I tried all of your suggestions with no success. As I have had this problem before with another application after a Microsoft Windows 10 update, I reinstalled Windows 10 and that sorted the problem. A bit drastic I know but it did the trick. Thank you once again for your input it is much appriciated.

[Dragon-Fur]

@Trevor14

You are welcome Trevor.

I am a bit sorry you had to install Windows; we don't usually present that option "first round".  Smiling.

Normally, if the OS stomps on the printer software, it is enough to remove the offended software and reinstall it (remember all the necessary "Restarts" in the middle).  Sometimes, though, whatever is wrong is "so wrong" that the printer software by itself cannot fix the underlying problem.

The recent major Windows Update (V1809) is practically a new install in itself.  No big deal to install "Full" windows in face of such (take about the same amount of time and all that).

Happy Printing!

Thank you for participating in the HP Community Forum.

We are a world community of HP enthusiasts dedicated to supporting HP technology.