HP OfficeJet 6960 will not scan from the machine

[LeeAnne1]

I am able to scan from the HP Smart application without any issues. However, when I try to scan directly from the OfficeJet 6960 it freezes before giving an error message asking me to check my network connection.

I have tried:

- Power cycling printer and PC

- Printer is connected via USB AND wifi

- Uninstalling/Reinstalling Printer, including drivers

- Uninstalling/Reinstalling HP Smart & HP Easy Start

After getting setup in HP Easy Start, the following popup gets stuck on the screen (until I restart my PC)... and I cannot find the application again:

[VikramTheGreat]

Hi @LeeAnne1,

Welcome to the HP Support Community.
 

Thank you for posting your query. I will be glad to help you.

Thanks for the detailed info. Based on your description, it's clear that scanning works from the HP Smart app, but freezes when initiated directly from the printer panel, and you're encountering issues with HP Easy Start hanging as well.

Here’s a tailored step-by-step to address this issue with your HP OfficeJet 6960:

1. Enable “Scan to Computer” in HP Printer Assistant

This feature must be enabled for the printer to initiate scans to your PC:

1. Open HP Printer Assistant (search for your printer name in the Start menu).
2. Go to Scan > Manage Scan to Computer.
3. Click Enable Scan on Computer.
4. Check the box for “Automatically start Scan to Computer when I log on to Windows”.

If you don’t see HP Printer Assistant, you may not have the full-feature driver installed.

2. Install the Full-Feature Software (Not Just HP Smart)

• Go to HP Software & Drivers: HP OfficeJet 6960 All-in-One Printer series Software and Driver Downloads | HP® Support.
• Download and install the Full Feature Software and Driver

This includes the HP Printer Assistant and background services needed for scan-to-PC.

3. Avoid USB + Wi-Fi Simultaneous Use

HP recommends using either USB or Wi-Fi, not both at once. Disconnect one:

• If using USB, disable Wi-Fi on the printer.
• If using Wi-Fi, unplug the USB cable.

4. Check Windows Services

Make sure the WIA (Windows Image Acquisition) service is running:

• Press Windows + R, type services.msc, and press Enter
• Find Windows Image Acquisition (WIA) and ensure it’s running and Startup Type = Automatic

I hope this helps.

Take care and have a good day.

Please click “Accepted Solution” if you feel my post solved your issue, as it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

VikramTheGreat

HP Support