How JustAnswer Works:
  • Ask an Expert
    Experts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional Answer
    Via email, text message, or notification as you wait on our site.
    Ask follow up questions if you need to.
  • 100% Satisfaction Guarantee
    Rate the answer you receive.
Ask Andy Your Own Question
Andy, Computer Consultant
Category: Computer
Satisfied Customers: 5316
Experience:  11yr exp, Comp Engg, Internet expert, Web developer, SEO
Type Your Computer Question Here...
Andy is online now
A new question is answered every 9 seconds

I am getting this when I try to scan -the software had

Customer Question

I am getting this when I try to scan -the software had trouble scanning or was cancelled. Please try again.
JA: What kind of computer do you have?
Customer: HP laserjet 1312
JA: Have you installed any updates recently?
Customer: no
JA: Anything else you want the computer expert to know before I connect you?
Customer: is this going to cost me anything?
Submitted: 7 months ago.
Category: Computer
Expert:  Dustin replied 7 months ago.

Welcome to, my name is Dustin.
I'm sorry to hear about the issue you are having, I will do my best to help you resolve it.

Customer: replied 7 months ago.
Expert:  Dustin replied 7 months ago.

Our service is not free, though we do offer extremely competitive rates and also, we offer a fix it or refund full satisfaction guarantee. Were the only legitimate technical support company that has that type of guarantee.

Would you like to proceed with paid support under those conditions? If so, lets start by answering the following

To get started, I need to know what type of computer you are using, a Windows XP, Vista, Windows 7, Windows 8, Windows 10 or a Mac.

If its a Mac, please check the OSX version as follows, Click the apple sign at the top left of your screen, then click about this mac. And then where it says version, send that to me as a reply.

Please respond when you can, thank you.

Dustin S.

Senior Technician and Network Switching Systems Operator / Maintainer.

Customer: replied 7 months ago.
windows 10
Customer: replied 7 months ago.
This is the prompt I am getting when I try to scan the software had trouble scanning or was cancelled. Please try again.
Expert:  Dustin replied 7 months ago.

Thank you. What specific software or program is it that you are using when you get that error?

Customer: replied 7 months ago.
HP Color Laserjet CM1312nfi MFP
Expert:  Dustin replied 7 months ago.

I tried to accept your request for a secure remote connection ( screen sharing ) and it said payment failed. This sometimes happens if your bank or credit card company blocks the transaction and a quick call to them will usually lift the block

For further information you can call our customer service department.


In the meantime I am sending the remote connection offer back to you to be approved when you are ready.

Customer: replied 7 months ago.
I'm getting a prompt to update my account info and I have
Customer: replied 7 months ago.
Never mind. Let's just end the session
Expert:  Dustin replied 7 months ago.

If you want to end the session thats fine, and completely up to you. We could however, proceed with just written support if you do not want secure remote assistance.

if you do not want to continue, our customer service link here will help you submit for a refund.

If you did want to continue, let me know.

Dustin S