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 Dustin Your Own Question

Dustin
Dustin, Hardware Specialist
Category: Printers
Satisfied Customers: 10230
Experience:  5 Years in The US ARMy as a Network Switching Systems Operator
19897260
Type Your Printers Question Here...
Dustin is online now
A new question is answered every 9 seconds

Cant get my HP Officejet J4680 back up on my wireless network.

Resolved Question:

Can't get my HP Officejet J4680 back up on my wireless network. Was fine but printed docs but gave me the FAX screen when I tried to print pictures. Can't find the installation disc...
Submitted: 2 years ago.
Category: Printers
Expert:  Sowrav D. replied 2 years ago.
Hi,
Thanks for posting your question ,My name isXXXXX will try to help you today.

Do you use Windows Xp, Vista or 7 ?
Customer: replied 2 years ago.

XP on my laptop


 

Expert:  Sowrav D. replied 2 years ago.
Please follow the steps below on your laptop and let me know.


Click Start and select Printers and Faxes

Printers and Faxes window will open.

Let me know the name of the icons, that you can see.
Customer: replied 2 years ago.

Sorry, it's Vista, not XP


 

Expert:  Sowrav D. replied 2 years ago.
Then, follow the steps to open the printer folder and let me know the name of the icons, that you can see.

Click the Start (windows) icon.

Click Control Panel.

Click Hardware & Sounds.

NOTE: This step is not required when using Classic view in Windows Vista.

Click Printers.
Customer: replied 2 years ago.

using the Hardware, Printers, it lists a whole bunch of HP printers, but it goes from HPOfficejet 4300 series to 5500 series (no 4600 series)

Expert:  Sowrav D. replied 2 years ago.
Do you have ever used , so many models in the past?
Customer: replied 2 years ago.

Yes, I have used both of them, a lot. The 4500 is USB connected to my desktop (which I am using for this chat now), and the 4680 is a wireless one which worked until Tuesday this week when it would print documents but not pictures??

Expert:  Sowrav D. replied 2 years ago.
Where do you see the printers' list, on the laptop or desktop?
Customer: replied 2 years ago.


On the laptop


 

Expert:  Sowrav D. replied 2 years ago.
Do you see "Add a Printer" in the laptop's printer folder?
Customer: replied 2 years ago.

Yes, I have been all through that....


I have to run an errand for my wife, can we continue this later?

Expert:  Sowrav D. replied 2 years ago.
No Problem, as you wish.
Customer: replied 2 years ago.

OK, I'm back.

Expert:  Sowrav D. replied 2 years ago.
Sorry, I have to go offline for the day, but don't worry, I will forward your questions to other experts, so that they can continue with you. Please do not respond to this reply, because that will lock the question in my name and no other expert will be able to reach you quickly.

Thanks
Expert:  Dustin replied 2 years ago.
Welcome to JustAnswer.com

My name is XXXXX XXXXX I am one of the experts who will be assisting you today!

To be clear.

The HP 4500, connected to your desktop via a usb cord, works fine.

Its just the Officejet J4680 that you cannot get reconnected to your network?

Is that correct?
Customer: replied 2 years ago.

Yes, that's true. My wife's laptop will print wirelessly from the J4680 and mine used to but won't now.

Expert:  Dustin replied 2 years ago.
Ok..

So currently, your wifes laptop prints wirelessly without any issues, to the J4680, and its only your computer that wont print to it.

Before i write any repair procedure, can you verify that her computer is still working and printing wirelessly to the J4680.. Thanks!
Customer: replied 2 years ago.

Yep, it's great!


 

Expert:  Dustin replied 2 years ago.
Excellent.

So we know the router is working, and the printer is working wirelessly. We just need to get your computer in line again.

Ok.

you have XP on your laptop correct?

Click "Start" then "Printers and Faxes".

. When the "Printers and Faxes" window appears, right-click on your J4680 printer and choose "Delete".

If you have more then one copy of the J4680, delete each copy.


Once all are removed..


Next, download this file.

http://h10025.www1.hp.com/ewfrf/wc/softwareDownloadIndex?softwareitem=mp-88608-2&cc=us&dlc=en&lc=en&os=228&product=3692888&sw_lang=

once downloaded.. Run the file ..

When its installing.. Do not click install USB device.

Click install network or wireless device instead.

If you view the video below, from the 3:00 minute mark.. It starts and shows the exact screens you will see to complete the wireless install of that printer..

http://www8.hp.com/h20621/video-gallery/us/en/customer-care/printers-and-all-in-ones/networking-and-wireless/1245169408001/hp-officejet-j4680-wireless-setup/video/


If you run into any issues during the removal, download, or the install process. Let me know specifically what issues you run into, so I can help you get past them.



If my answer helped, please click one of the smiley faces to rate the solution, and then click the submit button to accept the answer..

If my answer did not work, please wait to rate the answer and also wait to submit your rating and instead send me a reply so that I can continue to assist you as needed.

Thanks! D.Sandlin
Customer: replied 2 years ago.

Got up to find printer and it didn't. Wife's laptop still has it and printed a test page just now. So, do I need to got get a usb cable and connect my laptop to the printer?


 

Customer: replied 2 years ago.

didn't find the printer. Did the turn off/disconnect printer and router, still no find??

Expert:  Dustin replied 2 years ago.
My apologies for the delay in getting to you.

I just signed on at 215, and had a lot of messages to catch up.. Yours was the last one in my chain.

In an effort to resolve this issue, I would like to offer you a remote support session.. What a remote support session does is allow me to connect to your and to your computer, and then I can manually see whats happening from here, and then make the neccessary changes while you observe. Our remote software that allows this one time connection is secure, and easy to use.

Would you consider remote support as a viable option to allow us to resolve your issue more expediciously and efficiently?
Customer: replied 2 years ago.

Yes!


 

Expert:  Dustin replied 2 years ago.
Thanks.

To get connected, click the link below. ( from your computer, the one we need to fix for wireless printing)

http://67.192.95.188:8040/?Session=bc365a76-c6b6-49a1-863a-028c6f89ffbc&SUPPORT=NET


accept the remote support terms.. Then, install the software.. If your antivirus asks you to allow it, please do so.

Once installed, make sure to click join on the software.

then send me a reply here saying " I have joined"
Or, Im having issues downloading, installing, joining.

Thanks!
Customer: replied 2 years ago.

I'm connected now, waiting for you to take over.

Expert:  Dustin replied 2 years ago.
Connecting to you now.. ( was having issues with my internet earlier this morning, and needed to reset my router and modem again)

Thank you for your patience.
Expert:  Dustin replied 2 years ago.
In our remote session we found the cause of the printer issue.

We needed to click your wireless icon, click network and sharing

click show connected computers and devices ( top left corner)

then right click your HP J4680 printer, uninstall it.

Then go to start, click printers, click add printer, click add network printer.

Click on the hp printer when its found. click next and install it.


That will repair the issue should it come back ( though I dont think this should happen anytime soon, or possibly, again at all. )

If you have any further questions let me know, at this time it would be normal to rate teh service I provided and the accuracy of the solution. ( did it fix the issue or not)

You rate by clicking the icons below, and then clicking on submit.

Thanks,

D.Sandlin



In the future if you need anything you can ask me specifically your questions at my profile link on Just Answer..

Make sure to ask the question through the box on my page, and also, Start it with For D.Sandlin Only

http://www.justanswer.com/computer/expert-dsandlin/
Dustin, Hardware Specialist
Category: Printers
Satisfied Customers: 10230
Experience: 5 Years in The US ARMy as a Network Switching Systems Operator
Dustin and 7 other Printers Specialists are ready to help you

JustAnswer in the News:

 
 
 
Ask-a-doc Web sites: If you've got a quick question, you can try to get an answer from sites that say they have various specialists on hand to give quick answers... Justanswer.com.
JustAnswer.com...has seen a spike since October in legal questions from readers about layoffs, unemployment and severance.
Web sites like justanswer.com/legal
...leave nothing to chance.
Traffic on JustAnswer rose 14 percent...and had nearly 400,000 page views in 30 days...inquiries related to stress, high blood pressure, drinking and heart pain jumped 33 percent.
Tory Johnson, GMA Workplace Contributor, discusses work-from-home jobs, such as JustAnswer in which verified Experts answer people’s questions.
I will tell you that...the things you have to go through to be an Expert are quite rigorous.
 
 
 

What Customers are Saying:

 
 
 
  • Wonderful service, prompt, efficient, and accurate. Couldn't have asked for more. I cannot thank you enough for your help. Mary C. Freshfield, Liverpool, UK
< Last | Next >
  • Wonderful service, prompt, efficient, and accurate. Couldn't have asked for more. I cannot thank you enough for your help. Mary C. Freshfield, Liverpool, UK
  • This expert is wonderful. They truly know what they are talking about, and they actually care about you. They really helped put my nerves at ease. Thank you so much!!!! Alex Los Angeles, CA
  • Thank you for all your help. It is nice to know that this service is here for people like myself, who need answers fast and are not sure who to consult. GP Hesperia, CA
  • I couldn't be more satisfied! This is the site I will always come to when I need a second opinion. Justin Kernersville, NC
  • Just let me say that this encounter has been entirely professional and most helpful. I liked that I could ask additional questions and get answered in a very short turn around. Esther Woodstock, NY
  • Thank you so much for taking your time and knowledge to support my concerns. Not only did you answer my questions, you even took it a step further with replying with more pertinent information I needed to know. Robin Elkton, Maryland
  • He answered my question promptly and gave me accurate, detailed information. If all of your experts are half as good, you have a great thing going here. Diane Dallas, TX
 
 
 

Meet The Experts:

 
 
 
  • John

    Computer Science Engineer

    Satisfied Customers:

    4979
    CompTIA A+ Certified and 12 years of experience repairing computers and printers.
< Last | Next >
  • http://ww2.justanswer.com/uploads/CO/ComputEngineer/2012-2-6_20858_20111114201751jalogoold.200x200.64x64.jpg John's Avatar

    John

    Computer Science Engineer

    Satisfied Customers:

    4979
    CompTIA A+ Certified and 12 years of experience repairing computers and printers.
  • http://ww2.justanswer.com/uploads/EN/Engineer1010/2012-6-9_132423_jaj12a.64x64.jpg Andy's Avatar

    Andy

    Elec & Comp pro

    Satisfied Customers:

    2704
    11yr exp, Comp Engg, Internet expert, Web developer, SEO
  • http://ww2.justanswer.com/uploads/SO/sowravd85/2012-6-7_20337_200910140042.64x64.JPG Sowrav D.'s Avatar

    Sowrav D.

    Engineer

    Satisfied Customers:

    2609
    Completed Course In Computer Hardware and Printer Repairing
  • http://ww2.justanswer.com/uploads/RT/rtryan01/2012-6-7_211540_DSCN0331.64x64.JPG Richard's Avatar

    Richard

    Technician

    Satisfied Customers:

    2219
    AAS Degree in Computer Technology.
  • http://ww2.justanswer.com/uploads/LO/LongTermTech/SMILE4LARGE500by500.64x64.GIF Russell H.'s Avatar

    Russell H.

    Printer and Office

    Satisfied Customers:

    2057
    11+ yrs experience, inkjets & lasers, from huge to portable
  • http://ww2.justanswer.com/uploads/WA/wa94sound/2012-6-6_202633_iStock000007010121Small.64x64.jpg Bernie's Avatar

    Bernie

    Printer Technician

    Satisfied Customers:

    1997
    6+ years experience, Microsoft MCDST/CompTia A+ Certified
  • http://ww2.justanswer.com/uploads/SH/Shefin/2012-6-6_17328_1.64x64.jpg Shefin's Avatar

    Shefin

    Printer and Office Equip. Specialist

    Satisfied Customers:

    1740
    Working as tech support specialist with a worldwide computer manufacturer.
 
 
 
Chat Now With A Technician
Dustin
Dustin
Technician
10230 Satisfied Customers
5 Years in The US ARMy as a Network Switching Systems Operator