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Andrew Taylor
Andrew Taylor, Engineer
Category: Printers
Satisfied Customers: 6939
Experience:  System Engineer
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I’ve tried going thru the virtual agent, not very helpful.

Customer Question

Hi, I’ve tried going thru the virtual agent, not very helpful.
JA: What's the brand and model of your printer?
Customer: HP OFFICEJET 6950, I’ve only had it a few weeks. when I send items to the printer it won’t print although it says it is printing on the screen, same when I try to copy a document. This is recent, it did work.
JA: Anything else you want the Printer Expert to know before I connect you?
Customer: Also I’ve not been able to set up the scanner
Submitted: 1 year ago.
Category: Printers
Expert:  Joseph Newman replied 1 year ago.

Hello, my name is ***** ***** I'm happy to help you with your question today.

Expert:  Joseph Newman replied 1 year ago.

Clean the printhead

The printhead could be clogged, and you might need to clean the printhead several times to restore print quality. Use an automated tool from the printer control panel to clean the printhead.

CAUTION:

Never turn off the printer when ink cartridges are not installed. To avoid issues that require cleaning the printhead or that can damage the ink system, always replace ink cartridges as soon as possible, and always turn off the printer using the Power button.

  1. From the printer control panel, open the Setup menu.

  2. Open the Printer Maintenance menu.

  3. If necessary, open the Tools menu, and then touch Clean Printhead.

    A test page prints.

  4. Examine the test page.

    • If the print quality is unacceptable, touch Clean Again to continue the next level of cleaning. If necessary, repeat these steps for the third cleaning cycle.

      NOTE:

      If the printhead is badly clogged, it might require another cleaning cycle. If so, wait 30 minutes before you perform all three levels of cleaning again.

    • If the print quality is acceptable, touch Done.

Try to print.

Refer to this link: https://support.hp.com/us-en/product/hp-officejet-6950-all-in-one-printer-series/9666193/model/96661... for Black or Color Ink Not Printing, Other Print Quality Issues.

Customer: replied 1 year ago.
Done that. It can’t print the test page. The screen says it is printing but nothing is coming out. This is what the problem is.
Customer: replied 1 year ago.
No, please continue here.
Expert:  Joseph Newman replied 1 year ago.

Could be the driver. Try going to the website and reinstall the printer.

Customer: replied 1 year ago.
How do I do that please
Customer: replied 1 year ago.
Hello?
Customer: replied 1 year ago.
I think I’ve done that. Same as before, still not printing although screen and app says it is
Expert:  Joseph Newman replied 1 year ago.

Is it wireless or USB?

Customer: replied 1 year ago.
Hello
Customer: replied 1 year ago.
Wireless
Customer: replied 1 year ago.
I’ve checked connection seems ok
Expert:  Joseph Newman replied 1 year ago.

Ok, open a browser and navigate to the printer via ip address.

Customer: replied 1 year ago.
go to HP and find generic printer name?
Customer: replied 1 year ago.
Haven’t got Windows am on Mac iPad and iPhone
Customer: replied 1 year ago.
Hello? Are you still there please?
Customer: replied 1 year ago.
No thanks I don’t want to pay £21
Expert:  Joseph Newman replied 1 year ago.

No you need to find the full software driver.

Customer: replied 1 year ago.
I am there, now what?
Customer: replied 1 year ago.
It keeps going around in circles, asking for product details after a screen which says software and drivers
Expert:  Joseph Newman replied 1 year ago.

The top choice.

Customer: replied 1 year ago.
Are you going to help me please?
Expert:  Joseph Newman replied 1 year ago.

Yes. Did you download the driver and reinstall the printer?

Customer: replied 1 year ago.
No I can’t find the printer driver on the HP website
Customer: replied 1 year ago.
I’ve download something onto my ipad, which says this “file type is not supported”
Expert:  Joseph Newman replied 1 year ago.

Do this on a computer.

Customer: replied 1 year ago.
I haven’t used the printer with my iMac and it is connected by a cable as printer is wifi
Expert:  Joseph Newman replied 1 year ago.

Can you try it that way?

Customer: replied 1 year ago.
Ok will do
Customer: replied 1 year ago.
Ok I’m there, so do I click on Software, drivers and Firmware
Expert:  Joseph Newman replied 1 year ago.

Drivers.

Customer: replied 1 year ago.
It’s a zipped folder how do I open that. It says I need legacy java se 6 runtime
Customer: replied 1 year ago.
Argh I have downloaded the Java thing successfully now it tells me that zipeg is not optimised for my Mac
Customer: replied 1 year ago.
Ok I’ve got it, HP easy start.app, what next?
Customer: replied 1 year ago.
Hello, anyone there?
Customer: replied 1 year ago.
Not happy that nobody has got in touch
Expert:  Andrew Taylor replied 1 year ago.

Refer to this link: https://support.hp.com/us-en/product/hp-officejet-6950-all-in-one-printer-series/9666193/model/96661... for Black or Color Ink Not Printing, Other Print Quality Issues.