OfficeJet Pro 6960 - Unable to communicate with the scanner

[CalvinChann]

I have had this printer for some time and it has worked flawlessly. I have printed and scanned with it up until a few days ago, but today when I went to scan a document I received the message "Unable to communicate with the scanner". However, I can still print to the printer.

I have tried turning it off for minutes, changing the ethernet cable and switch, resetting the router and running the HP Print and Scan Doctor. All to no avail.

Has the scanner died?

[Jay_G24]

Hi @CalvinChann,

I'd like to help!

Are you using HP Smart app to scan?

If yes, then follow the below steps -

1)Uninstall HP Smart 

2)Install all the available Windows updates

If it is been a while since you updated your Windows, that is the main reason why Windows says your HP printer driver is unavailable. Here are the steps how to do a Windows Update to install all accessible operating system update.

If you are accessing Windows 10, then these steps are for you.

1. Hit the Start menu and write an update. After that, click on the “Check for updates” option.
2. Tap on the “Check for updates” option.
3. After clicking on that option, Windows will install the updates automatically.
4. When Windows completes all its updates, start your computer again and attempt to print a file to check if your printer works.

3) try updating the printer's firmware - HP Printers - Updating or Upgrading Printer Firmware 

4)ReinstallHP Smart

If the error persists, install the full features drivers and use HP Scan to scan a document 

Hope this helps! Keep me posted. 

And, Welcome to the HP Support Community. 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

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[SofiaML]

Hi community!

The following link may also help you:

HP printers - Scanner not found or connected (Windows, macOS)

SofiaML
HP Support Community