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Ask MacTechTrainer Your Own Question

MacTechTrainer
MacTechTrainer, Sr. Mac Support Specialist
Category: Mac
Satisfied Customers: 1699
Experience:  Apple Certified Desktop & Portables Technician, A+, Cross-Platform (Mac/PC) Tech - for over 14 Years
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CAN YOU HELP ME WITH A MAC COMPUTER?

Resolved Question:

CAN YOU HELP ME WITH A MAC COMPUTER?
Submitted: 1 year ago.
Category: Mac
Expert:  MacTechTrainer replied 1 year ago.

MacTechTrainer :

Hello and thank you for asking your question, with JustAnswer.com/Mac. I am Sr. Mac Tech Support Specialist, Terry, glad to assist you.

MacTechTrainer :

What type of computer are you using?

MacTechTrainer :

is it a Mac Pro or an iMac?

MacTechTrainer :

Also, can you provide me the brand and model of Printer you are trying to connect?

MacTechTrainer :

thanks :)

Customer:

do you need any information from me?

MacTechTrainer :

Yes

MacTechTrainer :

and thanks for your reply

MacTechTrainer :

I am looking to find out if you are using a Mac Pro computer or iMac

MacTechTrainer :

and also need to know what the brand and model of Printer you are trying to connect

Customer:

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

Customer:

Can you open this so I can see your questions?

MacTechTrainer :

It is open

MacTechTrainer :

that is how we are communicating

MacTechTrainer :

I apologize, I am not sure what you are not seeing

MacTechTrainer :

but I have been here posting since I first took your question

Customer:

Ok but your wording was hidden--I know how to find it now

MacTechTrainer :

Sorry, you lost me there

MacTechTrainer :

but that is Ol

MacTechTrainer :

ok

MacTechTrainer :

as long as you can see what I am typing now

MacTechTrainer :

it is ok

Customer:

ok

MacTechTrainer :

So I can get an idea as to where you are at in the process

MacTechTrainer :

have you already connected your printer to your Mac?

Customer:

it has been connected until today. I have unplugged it and turned it off--neither works to connect it.

MacTechTrainer :

and what happens when you do connect the printer to your Mac and turn it on?

MacTechTrainer :

any error messages for example

MacTechTrainer :

or the Mac simply does not see the printer?

Customer:

usually unplugging it, then replugging it helps, or turning it off, then back on helps. tosdy that did not help. it is still unconnected

MacTechTrainer :

Ok try this

MacTechTrainer :

go ahead and plug in the printer into your Mac

MacTechTrainer :

make sure it is turned on

Customer:

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

MacTechTrainer :

then I need you to click on the black menu icon and select System Preferences from the drop down menu

MacTechTrainer :

I know- just follow my lead

MacTechTrainer :

it will be ok ;)

Customer:

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

MacTechTrainer :

Oh sorry, I forgot to ask

MacTechTrainer :

is the printer wireless >

Customer:

tell me where the menu icon is

MacTechTrainer :

I can't until I get an idea where you are at

Customer:

the printer is wireless

MacTechTrainer :

if the printer is wireless only, that is what I need to know

MacTechTrainer :

ok

MacTechTrainer :

in that case we have to work right from the interface on the printer itself

MacTechTrainer :

one moment I need to get my guide for your printer, so I can get an idea of what your LCD looks like

MacTechTrainer :

be right back

MacTechTrainer :

Ok thanks for your patience

MacTechTrainer :

here is where I am going to really need your eyes

Customer:

i'm here

MacTechTrainer :

can you go on the LCD screen

MacTechTrainer :

and go to the main menu

Customer:

what is the lcd screen

MacTechTrainer :

On your printer, do you see a little screen where you can press commands?

Customer:

r u there?

Customer:

yes

MacTechTrainer :

LCD is a Liquid Crystal Display - it is the visual screen on the printer that you should be able to touch and access

Customer:

ok got it

MacTechTrainer :

Great now, and i want you to forgive me, because I am going to be going over this like a blind man

MacTechTrainer :

so tell me, do you see a house icon on that screen?

Customer:

my options are: copy, fax, scan and apps

MacTechTrainer :

Do you see any selection if you press Copy, that allows you to access wireless settings/

Customer:

ok if i press copy the option for settings comes up

MacTechTrainer :

Ok go into the Settings

MacTechTrainer :

and see if you are able to locate the wireless settings

Customer:

copy settings are ligeter, darker,etc

MacTechTrainer :

ok go back if you would and select Apps

Customer:

if I click on the apps button it says no network connection

MacTechTrainer :

I know if this is a wireless printer (mine is -Epson), you have to have a wireless setting

MacTechTrainer :

ok

MacTechTrainer :

no worries

Customer:

maybe this would be better if we could talk on the phone

MacTechTrainer :

We are only an email and chat service I'm afraid

MacTechTrainer :

One moment

MacTechTrainer :

I have one more option to check from the manual i have

Customer:

hey i found a way to scroll to other things and there is a 'set-up'

Customer:

tools, preferences,web services set up, network

MacTechTrainer :

There we go!

MacTechTrainer :

Go to Network

MacTechTrainer :

and tell me what options you see

Customer:

fax set up

Customer:

network

Customer:

web services set u[ptools

Customer:

preferences

Customer:

reports

MacTechTrainer :

Check out Preferences

MacTechTrainer :

sorry Network

MacTechTrainer :

I mean

MacTechTrainer :

When you click on Network, does it provide you any reference to wireless settings?

MacTechTrainer :

If it does not try going through Preferences

Customer:

how about web services setup

MacTechTrainer :

I am having you do this, because I believe somehow, just possibly, the issue is connectivity

Customer:

I think it is too

MacTechTrainer :

Try the web services set up- that may just be it

Customer:

preferences only offers sound effects, browsing, date and time, etc

MacTechTrainer :

ok and how about the web services?

Customer:

i found it i think

MacTechTrainer :

Ok fill me in:)

Customer:

wi-fi protected setup or wireless setup wizard

MacTechTrainer :

Bingo

MacTechTrainer :

that is it

Customer:

ok it says select network (ssid) what is that?

MacTechTrainer :

You are running a closed password XXXXX network, correct?

MacTechTrainer :

SSID- Set Service Identifier

Customer:

i guess--how do i find the password

MacTechTrainer :

that is in lay terms the name of your network

MacTechTrainer :

the password XXXXX be found on your printer, that is external

Customer:

I know a password XXXXX the computer but not for the printer

MacTechTrainer :

meaning that is the password XXXXX which your network is currently set up under with your wireless router

Customer:

do we have a wireless router?

MacTechTrainer :

who is your Internet Service Provider (ISP)

MacTechTrainer :

I can't answer that I'm afraid

MacTechTrainer :

you would have to know that

Customer:

name some isps

MacTechTrainer :

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

MacTechTrainer :

tell me, is this the only wireless device you have in your network at the present time?

Customer:

ok this is over my head wireless setup help says : using infrastructure mode (router or wireless access point)

MacTechTrainer :

hang in there

Customer:

or: using as hoc mode (no router or wireless access point

MacTechTrainer :

it is not over my head

MacTechTrainer :

I will work on this as far as I can for you

Customer:

so which one do i push?

MacTechTrainer :

Before I can answer that, I need to know- do you currently, to the best of your knowledge, have a wireless router ?

MacTechTrainer :

Also are you using DSL or Cable for your service?

MacTechTrainer :

i.e. AT&T (DSL) or Comcast (Broadband Cable)

Customer:

i think so--no not sure--it's a router i know but it has several things plugged into it

MacTechTrainer :

good- we are stepping in the right direction

MacTechTrainer :

What service provider do you use to connect to the Internet?

Customer:

good cause i'm about over it

Customer:

yes we have comcast

MacTechTrainer :

Great!

MacTechTrainer :

I am a long time Comcast user myself

MacTechTrainer :

so tell me this (this is starting to look good) - do you have any other wireless devices that are working

MacTechTrainer :

in your home network at this time, other than your printer?

Customer:

ok it went back to home and i had to find it all again.

MacTechTrainer :

that is ok

Customer:

under select network(ssid) the next line says

Customer:

kelly house

MacTechTrainer :

that is good- as I take it you are Kelly?

Customer:

then next line says enter new network name (ssid)

Customer:

should i push kelly house?

MacTechTrainer :

Are you Kelly and is that your network name?

Customer:

i am kelly--don't know about the network name

MacTechTrainer :

That is great

MacTechTrainer :

Kelly

MacTechTrainer :

thanks for confirming

MacTechTrainer :

yes please click on Kelly House

Customer:

sorry it's gone..must find it again

Customer:

what is a wps button

MacTechTrainer :

I know what you mean - mine does that too

MacTechTrainer :

I think it is a default time out feature to get the screen back to its home view

Customer:

what is wps button?

MacTechTrainer :

That is the WiFi Protected Setting

MacTechTrainer :

Which is a cool feature Kelly

MacTechTrainer :

because it is designed to connect to any wireless modem, router or device

MacTechTrainer :

try that

MacTechTrainer :

see if it can locate your router

Customer:

I pressed on the big blue lit button for 3 seconds like it said. the light went out.

Customer:

now it says it needs a pass-phrase. i'm about over it

MacTechTrainer :

That pass phrase is in essence Kelly, your password

MacTechTrainer :

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?

MacTechTrainer :

and if so, did you have someone originally set up your printer for you?

Customer:

ok it wouldn't take kelly or kelly house

MacTechTrainer :

This is the issue here Kelly is you will be able to get connected once again

MacTechTrainer :

once you know what the password XXXXX XXXXX Kelly house is

Customer:

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'

MacTechTrainer :

I was seeking to find out from you, did you have someone set up this printer for you?

Customer:

yes in answer to your question we were using this printer just yesterday

MacTechTrainer :

Who set up the printer is what I need to know, although I do appreciate that information as to when it was set up

MacTechTrainer :

was it a tech from Comcast, or a friend?

MacTechTrainer :

I am asking because whoever set this printer up for you Kelly

Customer:

my genious son who is now in afghanistan

MacTechTrainer :

will know the password

MacTechTrainer :

ah

MacTechTrainer :

then he is the source we need!

MacTechTrainer :

sometimes wireless connections will go out on devices

MacTechTrainer :

and passwords will need to be re-entered

Customer:

so we're stuck?

MacTechTrainer :

and i cannot explain why this happens but it does

MacTechTrainer :

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

MacTechTrainer :

that is the ONLY thing that is holding this process up believe it or not

Customer:

thank you for your help and spending so much time

MacTechTrainer :

well I am not done yet

MacTechTrainer :

Even if we have to table this until you get the password

MacTechTrainer :

all you have to do Kelly, is bookmark this web page

MacTechTrainer :

so when you need to chat with me again

MacTechTrainer :

just come back to this page and type a reply and I will be alerted

MacTechTrainer :

that you are online and looking for me

MacTechTrainer :

even if I am offline :)

Customer:

are we through now?

MacTechTrainer :

At this time, I unfortunately cannot go any further without that network password

Customer:

thank you again

MacTechTrainer :

You are most welcome Kelly

MacTechTrainer :

and remember, bookmark this page, so you can come back to this session again

MacTechTrainer :

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

Customer:

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.

MacTechTrainer, Sr. Mac Support Specialist
Category: Mac
Satisfied Customers: 1699
Experience: Apple Certified Desktop & Portables Technician, A+, Cross-Platform (Mac/PC) Tech - for over 14 Years
MacTechTrainer and 3 other Mac Specialists are ready to help you

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