Hello, and thank you for using this service.
Sorry you are having trouble. I will help you now.
Is your printer connected directly to the computer with a USB cable, or are you using a wireless network?
Sorry for the delay in response. I was away from my desk. I can speak to you on the phone, and offer one-on-one support via remote desktop, which would be the easiest and most effective way to solve this problem. I will send you an offer for that now, as you requested. Thank You.