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Note: From May 1, 2024, the HP Scan and Capture app will no longer be available (retired) in the Microsoft Store and HP will not release any further app updates. Alternatively, you can download HP Smart from the Microsoft Store. For more information on how to set up your printer using the HP Smart app, go to HP printer setup (HP Smart app).
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Locked

‎11-30-2021 05:14 AM

HP Recommended
Product: Officejet 6962
Operating System: Microsoft Windows 11

My consistent problem is; I just printed something from my Windows 11 PC through the USB port or Wireless (also happened with the Windows 10 version) with no problem.  Now right after the print job is done I start to scan something.  When I click the HP Printer Assitant icon to scan I get this error message " The HP Officejet 6960 was not found" right after I just printed something.  When I get this message I have to save everything and shut down both the PC and printer and reboot both items. Then the scan function work.  This has been going on for months.  I check all the HP drivers to see if there were any updates to no avail.  I have checked the windows updates still nothing new there.  I  have used the HP diagnostic tool still nothing.  I have uninstalled the printer and started from scratch reinstalling the printer and still no fix to my dilemma.  Checking Google it seems a lot of people have the same complaint.  I hope you can help me, thank you.

Category:
1 REPLY 1

‎12-03-2021 02:32 PM

HP Recommended

@Norris14

Thank you for posting on HP Support Community.

 

Don't worry as I'll be glad to help, I understand that you are unable to scan continuously due to this error message. 

  • Are you able to scan from the printer scanner bed?
  • Have you updated the HP smart app?

Let's try updating the printer firmware if possible:

  • Click here to download and install the latest printer firmware from your PC.
  • Click here to know different methods of updating printer firmware.

Hope this helps! Keep me posted for further assistance.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

ECHO_LAKE
I am an HP Employee

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