Welcome to justanswer.com .
May I know which operating system you are using ?
It will be better and quick if I can access your computer remotely to fix the problem ..
http://www.justanswer.com/remotedesktop/join.aspx?Session=b2268f6d-8361-47e9-830e-fdecd6a21925To do that please follow the below steps
1)Please open the below link URL in browser
2)Then click on I agree button at the bottom of the page .
3)After that click on Download link to download a file and run it
Ok no problem .
Please follow the below steps .
Let me know how it goes
Press windows logo + R on keyboard to bring Run prompt
Turn off the printer and try again
Please watch the video once .
I am running out of ideas .
I will open this question to other experts to help you more on this .
Hello,I am the person that will be helping you today.
May I start a secure remote assistance session with you so that I can better help you resolve this problem? When the remote session begins, a chat window will appear that we can use to communicate with each other.
Please, send your reply below in the box. After you type your message, click the Send button.