Hello and thank you for asking your question, with JustAnswer.com/Mac. I am Sr. Mac Tech Support Specialist, Terry, glad to assist you.
What type of computer are you using?
is it a Mac Pro or an iMac?
Also, can you provide me the brand and model of Printer you are trying to connect?
do you need any information from me?
and thanks for your reply
I am looking to find out if you are using a Mac Pro computer or iMac
and also need to know what the brand and model of Printer you are trying to connect
Sorry the question was hidden from me. it is an hp printer, 6500Aplus (is this the model?) I don't think it is an imac it also says version 10.7.5
Can you open this so I can see your questions?
It is open
that is how we are communicating
I apologize, I am not sure what you are not seeing
but I have been here posting since I first took your question
Ok but your wording was hidden--I know how to find it now
Sorry, you lost me there
but that is Ol
as long as you can see what I am typing now
it is ok
So I can get an idea as to where you are at in the process
have you already connected your printer to your Mac?
it has been connected until today. I have unplugged it and turned it off--neither works to connect it.
and what happens when you do connect the printer to your Mac and turn it on?
any error messages for example
or the Mac simply does not see the printer?
usually unplugging it, then replugging it helps, or turning it off, then back on helps. tosdy that did not help. it is still unconnected
Ok try this
go ahead and plug in the printer into your Mac
make sure it is turned on
the copier works but when i ask it to print it says the printer is not connected and cancels the order. The printer image is no longer on the doc
then I need you to click on the black menu icon and select System Preferences from the drop down menu
I know- just follow my lead
it will be ok ;)
the printer does not plug into the mac--it plugs into the wall outlet. i don't think the mac 'sees' the printer maybe that's the unconnected part
Oh sorry, I forgot to ask
is the printer wireless >
tell me where the menu icon is
I can't until I get an idea where you are at
the printer is wireless
if the printer is wireless only, that is what I need to know
in that case we have to work right from the interface on the printer itself
one moment I need to get my guide for your printer, so I can get an idea of what your LCD looks like
be right back
Ok thanks for your patience
here is where I am going to really need your eyes
can you go on the LCD screen
and go to the main menu
what is the lcd screen
On your printer, do you see a little screen where you can press commands?
r u there?
LCD is a Liquid Crystal Display - it is the visual screen on the printer that you should be able to touch and access
ok got it
Great now, and i want you to forgive me, because I am going to be going over this like a blind man
so tell me, do you see a house icon on that screen?
my options are: copy, fax, scan and apps
Do you see any selection if you press Copy, that allows you to access wireless settings/
ok if i press copy the option for settings comes up
Ok go into the Settings
and see if you are able to locate the wireless settings
copy settings are ligeter, darker,etc
ok go back if you would and select Apps
if I click on the apps button it says no network connection
I know if this is a wireless printer (mine is -Epson), you have to have a wireless setting
maybe this would be better if we could talk on the phone
We are only an email and chat service I'm afraid
I have one more option to check from the manual i have
hey i found a way to scroll to other things and there is a 'set-up'
tools, preferences,web services set up, network
There we go!
Go to Network
and tell me what options you see
fax set up
web services set u[ptools
Check out Preferences
When you click on Network, does it provide you any reference to wireless settings?
If it does not try going through Preferences
how about web services setup
I am having you do this, because I believe somehow, just possibly, the issue is connectivity
I think it is too
Try the web services set up- that may just be it
preferences only offers sound effects, browsing, date and time, etc
ok and how about the web services?
i found it i think
Ok fill me in:)
wi-fi protected setup or wireless setup wizard
that is it
ok it says select network (ssid) what is that?
You are running a closed password XXXXX network, correct?
SSID- Set Service Identifier
i guess--how do i find the password
that is in lay terms the name of your network
the password XXXXX be found on your printer, that is external
I know a password XXXXX the computer but not for the printer
meaning that is the password XXXXX which your network is currently set up under with your wireless router
do we have a wireless router?
who is your Internet Service Provider (ISP)
I can't answer that I'm afraid
you would have to know that
name some isps
because the only way you can use the printer wirelessly is know what the SSID (network name) of your network is and what the password XXXXX
tell me, is this the only wireless device you have in your network at the present time?
ok this is over my head wireless setup help says : using infrastructure mode (router or wireless access point)
hang in there
or: using as hoc mode (no router or wireless access point
it is not over my head
I will work on this as far as I can for you
so which one do i push?
Before I can answer that, I need to know- do you currently, to the best of your knowledge, have a wireless router ?
Also are you using DSL or Cable for your service?
i.e. AT&T (DSL) or Comcast (Broadband Cable)
i think so--no not sure--it's a router i know but it has several things plugged into it
good- we are stepping in the right direction
What service provider do you use to connect to the Internet?
good cause i'm about over it
yes we have comcast
I am a long time Comcast user myself
so tell me this (this is starting to look good) - do you have any other wireless devices that are working
in your home network at this time, other than your printer?
ok it went back to home and i had to find it all again.
that is ok
under select network(ssid) the next line says
that is good- as I take it you are Kelly?
then next line says enter new network name (ssid)
should i push kelly house?
Are you Kelly and is that your network name?
i am kelly--don't know about the network name
That is great
thanks for confirming
yes please click on Kelly House
sorry it's gone..must find it again
what is a wps button
I know what you mean - mine does that too
I think it is a default time out feature to get the screen back to its home view
what is wps button?
That is the WiFi Protected Setting
Which is a cool feature Kelly
because it is designed to connect to any wireless modem, router or device
see if it can locate your router
I pressed on the big blue lit button for 3 seconds like it said. the light went out.
now it says it needs a pass-phrase. i'm about over it
That pass phrase is in essence Kelly, your password
now what has me curious here, is that you were able to connect and print with this printer recently before it stop connecting, is this correct?
and if so, did you have someone originally set up your printer for you?
ok it wouldn't take kelly or kelly house
This is the issue here Kelly is you will be able to get connected once again
once you know what the password XXXXX XXXXX Kelly house is
now it's going crazy--maybe connecting. no it's printing a letter saying the passphrase doesn't match exactly. it says 'run wireless network set-up to re-enter your wpa security passphrase'
I was seeking to find out from you, did you have someone set up this printer for you?
yes in answer to your question we were using this printer just yesterday
Who set up the printer is what I need to know, although I do appreciate that information as to when it was set up
was it a tech from Comcast, or a friend?
I am asking because whoever set this printer up for you Kelly
my genious son who is now in afghanistan
will know the password
then he is the source we need!
sometimes wireless connections will go out on devices
and passwords will need to be re-entered
so we're stuck?
and i cannot explain why this happens but it does
without that password XXXXX because I could not, for example access my own Epson wireless printer to set it up for wireless connectivity, if I did not know my network password
that is the ONLY thing that is holding this process up believe it or not
thank you for your help and spending so much time
well I am not done yet
Even if we have to table this until you get the password
all you have to do Kelly, is bookmark this web page
so when you need to chat with me again
just come back to this page and type a reply and I will be alerted
that you are online and looking for me
even if I am offline :)
are we through now?
At this time, I unfortunately cannot go any further without that network password
thank you again
You are most welcome Kelly
and remember, bookmark this page, so you can come back to this session again
I have in no way given up on your question, because I believe I can get your printer up once we get that elusive password XXXXX your network
Thank you for your recent help with my mac computer. Please advise exactly how I can leave this 7 day trial period as I do not wish to continue.