HP Officejet Pro 6960 All in one printer

[YDBenjamin]

When I try to scan a document I get an error message.

[Sneha_01]

Hi @YDBenjamin,

Welcome to HP Support Community.

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

When you encounter an error message while trying to scan a document with your HP OfficeJet Pro 6960, it could be due to various reasons such as software issues, connectivity problems, or hardware malfunctions. Here are some steps to troubleshoot and resolve the issue:

1. Check Connection

Ensure that your printer is properly connected to your computer or network.

• USB Connection: Ensure the USB cable is securely connected to both the printer and the computer.
• Wireless Connection: Make sure your printer is connected to the same Wi-Fi network as your computer.

2. Restart Devices

• Printer: Turn off the printer, unplug it from the power source, wait for about 60 seconds, plug it back in, and turn it on.
• Computer: Restart your computer to refresh the connection.

3. Update or Reinstall Printer Drivers

Outdated or corrupted drivers can cause scanning issues.

• Windows:
  1. Go to the HP Support website.Search for your printer model (HP OfficeJet Pro 6960).Download and install the latest drivers and software.After installation, restart your computer.
• Mac:
  1. Go to System Preferences > Printers & Scanners.Select your printer and click the minus button to remove it.
  2. Re-add your printer using the plus button, which will prompt the system to install the latest drivers.

4. Run HP Print and Scan Doctor

HP provides a diagnostic tool called HP Print and Scan Doctor that can automatically diagnose and fix scanning issues.

1. Download HP Print and Scan Doctor.Run the tool and follow the on-screen instructions to resolve any detected issues.

5. Check for Firmware Updates

Firmware updates can fix bugs and improve functionality.

1. Go to the HP Support website.Search for your printer model.Download and install any available firmware updates.

6. Check Scanner Settings

Ensure that the scanner settings are correctly configured.

• HP Smart App: Open the HP Smart app on your computer and make sure the settings are correct for the type of document you are scanning.Scanning Software: If you are using another scanning software, ensure the settings match the document you are trying to scan.

7. Clean the Scanner Glass

Dust or debris on the scanner glass can cause scanning errors.

1. Turn off the printer and unplug it.Open the scanner lid.Use a soft, lint-free cloth lightly dampened with water to clean the scanner glass and the white underside of the scanner lid.Dry the glass with another soft, lint-free cloth.

8. Check for Error Messages

If an error message is displayed on the printer's control panel, note down the exact message or code. Search for this specific error on the HP Support website for more detailed troubleshooting steps.

9. Firewall and Antivirus Settings

Sometimes, firewall or antivirus software can block scanning functions.

1. Temporarily disable your firewall or antivirus software and try scanning again.If the scan works, configure your firewall or antivirus settings to allow scanning through the HP software.

I hope this helps.

Take care and have a good day.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Rachel571

HP Support