I am the person that will be helping you today.
May I ask how the printer is connected to your system? (usb, wifi, network, etc)
I look forward to your response.
Thank you for the update.
May I start a remote screen sharing session with you so that I can better help you resolve this problem?
When the remote begins, a chat window will appear that we can use to communicate with each other.
You are charged the moment I respond to your question; that doesn't mean we are done. It only means that I responded. All charges are refundable, if you are not satisfied in the end. The remote option costs more because it will take more of my time. We don't have to do the remote, if you do not want to.
Thank you. I will send this up for a refund. If you wish to continue, you can always come back here.