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Shefin
Shefin, Printer and Office Equip. Specialist
Category: Printers
Satisfied Customers: 3722
Experience:  Working as tech support specialist with a worldwide computer manufacturer.
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I have a Macbook Pro (OS 10.8.4) already connected and working

Resolved Question:

I have a Macbook Pro (OS 10.8.4) already connected and working with USB cable on an MFC-J6510DW wireless printer. It is not working wirelessly, though. The printer is already set up and is working wirelessly on a PC in the house. How can I get it to work wirelessly for my MacBook?
Submitted: 1 year ago.
Category: Printers
Expert:  Shefin replied 1 year ago.

S H E F I N :
Hello! Thank you for your question. I am Shefin and I look forward to helping you with your issue today.
S H E F I N :
Please let me know when you are ready.
Customer:

I am ready

S H E F I N :

We will try resetting the printing system.

S H E F I N :

Please disconnect the printer USB cable from the computer.

Customer:

OK

S H E F I N :
Choose System Preferences from the Apple menu.
Customer:

Done

S H E F I N :
Choose Print & Fax (or Print & Scan) from the View menu.
Customer:

I've opened that. Don't know what you mean "from the View menu."

S H E F I N :

That is okay.

Customer:

I've highlighted the printer I want to work wirelessly.

S H E F I N :

Do you see the Option (Alt) key on your keyboard?

Customer:

Yes.

S H E F I N :

Do you see "-" (minus sign that you see on the print & scan window, along with a + sign) button?

S H E F I N :

minus sign is not on the keyboard.

Customer:

Yes.

S H E F I N :
Hold down the Option(Alt) key on your keyboard while clicking the "-" (minus sign that you see on the print & scan window, along with a + sign) button. Then, choose Reset Printing System.
S H E F I N :

Have you done that?

Customer:

I lost you. The window that we're typing into disappeared and I went back to the original e-mail and clicked again and it said it was loading, but it never did. Finallyt I got your question above. Whew!

S H E F I N :

Okay.

S H E F I N :

Have you reset printing system?

Customer:

OK. That says it's going to delete all my existing printers, scanners and faxes, and all their pending jobs. Is there any way I can just delete the brother printer in question.'

S H E F I N :

Even if you delete all the printers listed over there, you will be able to add it if they are connected.

S H E F I N :

SO, please do not worry to reset the printing system.

Customer:

OK Well I'm not at home and all the other ones are back there. So they won't work without adding them again after I get home?

Customer:

OK. I deleted them.

S H E F I N :

You just connect the printer and add it using the + sign.

S H E F I N :
Then, click the + (plus sign that you see on the print & scan window, and not on the keyboard) sign to add printer. Select your printer from the list.
S H E F I N :

Check if you are able to add the Brother printer.

Customer:

Did that. Got message "The software for this printer is currently unavailable. Please contact the printer's manufacturer for the latest software. So it's like all the drivers, etc. that I got yesterday aren't there any more.

S H E F I N :

That is okay. We will download and install the driver. Please wait a minute.

Customer:

OK.

S H E F I N :

Download and install the update from the l;ink below.

Customer:

OK. In process.

S H E F I N :

Okay.

Customer:

Got this message:


We're sorry.

We can't find the page you're looking for.


S H E F I N :

Have you opened the page I have given?

S H E F I N :

Are you able to open it?

Customer:

Yes. Opened and clicked the download button and got the message above.

S H E F I N :

I can download it from here.

S H E F I N :

Please try once again.

S H E F I N :

Are you able to download it?

Customer:

OK.

S H E F I N :

Okay.

Customer:

Worked this time. Took a long time but it finally downloaded. Now what?

S H E F I N :

Install the downloaded file.

Customer:

OK. I'm going to have to close out a bunch of stuff to see my desktop, where downloaded stuff goes.

S H E F I N :

Okay.

Customer:

Working.

Customer:

Done. Successful.

S H E F I N :

Okay.

S H E F I N :

Try adding the printer again.

Customer:

Um. I hit option/alt + but no printers come up to choose from.

S H E F I N :

Please try resetting the printing system again and then add it.

S H E F I N :
Hold down the Option key on your keyboard while clicking the "-" (minus sign that you see on the print & scan window, along with a + sign) button. Then, choose Reset Printing System.
S H E F I N :
Then, click the + (plus sign that you see on the print & scan window, and not on the keyboard) sign to add printer. Select your printer from the list. Only the + sign.
Customer:

I did that and an empty window pops up. No choices of printers.

S H E F I N :

If so, either the printer is not on, or not in network.

Customer:

In the Print & Scan box under System Preferences it says "No printers are available. Click Add (+) to set up a printer.

S H E F I N :

Have you clicked + sign?

Customer:

Yes. From the Print & Scan window.

Customer:

An Add window pops up which is empty.

S H E F I N :

Are you able to print from another computer, which is on the same wireless network?

Customer:

At the top of the Add window are icons for Default, Fax, IP and Windows. Default was highlighted.

Customer:

I'll test it.

S H E F I N :

Okay.

Customer:

Yes, it's working for another computer in the house.

S H E F I N :

Is it the router neraby the printer?

S H E F I N :

Is the router nearby the printer?

Customer:

This is not my house. It's a wireless router. That's all I know - and I'm hooked up wirelessly and can get Internet access here. But I don't know "where" the router is.

S H E F I N :

Do you have the printer driver disc with you?

Customer:

No.

S H E F I N :

Are you accessing internet from the same wireless router?

Customer:

I don't get why I was seeing it before and not now.

Customer:

Yes, I am.

S H E F I N :

Are you accessing internet from the same wireless router?

S H E F I N :

Please restart the computer and the printer.

S H E F I N :

Then, try adding it again.

Customer:

I hope you're still there when it comes back on!

S H E F I N :

Yes,

Customer:

My computer won't let me restart because I'm chatting with you.

Customer:

It wants me to close Safari.

S H E F I N :

Please cl,ose the chat and restart the computer.

S H E F I N :

Please do not rate the chat now.

Customer:

OK.

Customer:

Won't let me. When I click on leave the page, it says we can't do it.

S H E F I N :

Try closing the caht first.

Customer:

Sorry, closing the what - oh, chat.

Customer:

there's a Save & Exit link. That?

S H E F I N :

Sorry for the mistake.

S H E F I N :

Yes.

Customer:

Still won't let me. Tried several times to Save & Exit, then the little box comes up with the choice to leave the page and I click and it pops right up again,

S H E F I N :

Try shutting down the computer.

Customer:

I've tried everything. Get the box that says:


Are you sure you want to leave this page?


Experts are not credited for their work until you choose to accept an answer. If you have received a satisfactory answer, please stay in the chat then click ACCEPT to close the chat and credit the Expert.


If you have not yet received a complete answer, you may leave the chat now and return later to review and accept your answer. You will receive an email when a new reply is posted to the chat.

Customer:

Then when I click on leave page, it just pops back up again. I tried shutting down coputer, same box comes up. I tried quitting Safari, same box comes up. Shall I turn it off with the power button?

S H E F I N :

Yes, do that and come back.

S H E F I N :

Please turn off and restart the printer too.

Customer:

Can't do that either. Same thing.

Customer:

I stopped and started the printer already.

S H E F I N :

Could you please search for printer once again?

Customer:

OK.

Customer:

Still nothing there.

Customer:

This isn't working out very well, is it?

S H E F I N :

We will try setting up wireless on the printer.

S H E F I N :

However, do you know the SSID and password?

Customer:

I'm a greenhorn. Don't know what SSDI is. Where do I find it?

S H E F I N :

SSID is the wireless name for the network.

S H E F I N :

password XXXXX XXXXX network kry.

S H E F I N :

network key.

S H E F I N :

Do you know that?

Customer:

Heavens no

Customer:

Let me ask the person who lives here.

S H E F I N :

Okay.

Customer:

She's on the phone on a business call.

Customer:

Can I find it from my iPad which is connected to it?

S H E F I N :

You need to have different application for that.

S H E F I N :

Please wait a minute.

S H E F I N :

Please go to the link below, and download Wireless Setup wizard.

Customer:

I have the router. I have serial number, Mac address, and some other numbers.

S H E F I N :

But the wireless name may be different.

S H E F I N :

Please download and run wireless setup wizard.

Customer:

OK. About your link. That's where I was yesterday, and we got it almost downloaded and it wouldn't finish - would get stuck during the process and then it wouldn't work. We tried it about half a dozen times. Just to let you know. But I'll click on it again.

S H E F I N :

The best method is to setup wireless on the printer first, and then reset the printing system and add the printer.

S H E F I N :

In order to setup wireless on the printer, we must know the wireless name and password.

S H E F I N :

SO, using the tool, check if you are able to find the SSID and password.

Customer:

OK. That link downloaded.

S H E F I N :

Run it.

Customer:

"Using the tool . . ." Um, what tool? Something on what I just downloaded?

S H E F I N :

Yes.

S H E F I N :

If you can find it from the person who lives there, it would be better.

Customer:

They had to leave for an appointment. I'm really lost here. What I just seemed to download from that huge link you gave me above about Setup Wizard says BrotherWDSW_Inkjet_2011_100.pkg. It means nothing to me.

S H E F I N :

Please check the document below.

S H E F I N :

That has the instructions to setup wireless on the printer.

Customer:

I'm about ready to quit - but when I called you I at least could use the printer with the USB cable connected. Now I don't even have that! I'm pretty frustrated.

S H E F I N :

It appears that the printer is not avaible on the network when the Macbook scans for the printer.

S H E F I N :

We have to setup wireless in order to print from the printer wirelessly.

S H E F I N :

Just connect the USB cable, reset the printing system and add the printer. It will work.

Customer:

OK. I plugged in the USB cable and the printer showed up again from the System Preferences page.

Customer:

Now what?

S H E F I N :

It will work with USB cable connected.

S H E F I N :

The issue is here with the wireless connection. The computer is unable to detect the printer on wireless network.

Customer:

After all this I don't think I can do the wireless thing because I don't know those numbers. As I said before, the other person here can print wirelessly from the printer. She's not using a USB cable at all. Can't we find the information we need from her PC?

S H E F I N :

After connecting USB cable, you may try disconnecting the USB cable again and add the printer using wireless.

S H E F I N :

Is she using a Windows computer

S H E F I N :

Is she using a Windows computer?

Customer:

Yes.

Customer:

I'll try adding it again without the USB and see what happens.

S H E F I N :

Okay.

Customer:

OK. Remind me again. I unplugged the USB cable, went into preferences and clicked on print & scan and it shows the printer but it says Offline,

S H E F I N :

You have to reset again, and try adding.

Customer:

Oh. Is that where I hit the alt/option key with the -

S H E F I N :

On your Mac boo, click the apple symbol in the menu bar, select 'about this mac' and then click 'network'.

S H E F I N :

Check if you are able to see wireless name and password.

Customer:

Sorry, I don't see

Customer:

Do you mean click Network under Preferences?

S H E F I N :

CHeck that too.

Customer:

Oh - I see an IP address for the wireless. Does that help?

S H E F I N :

No.

Customer:

Poopy

Customer:

So what am I looking for?

S H E F I N :

Do you see Airport control panel?

S H E F I N :

It might be with the wireless name.

S H E F I N :

Click on Poopy and check.

Customer:

Under "About This Mac" there is no "Network."

Customer:

No, it was just be trying to find some humor in all this.

S H E F I N :

Open the System Preferences application and choose the Network Preferences pane. Choose the AirPort device and set the network name here.

Customer:

Under System Preferences/Internet & Wireless, I have:

Customer:

iCloud

Customer:

Mail, Contacts & Calendars

S H E F I N :

Do you see Network?

Customer:

Network

Customer:

Bluetooth, and

Customer:

Sharing

S H E F I N :

In Network, check for AirPort device.

Customer:

Yes, Network is one of the icons under Internet & Wireless.

Customer:

Under Network, I have the Wi-Fi (w/IP address) and Bluetooth PAN (no IP address)

Customer:

Nothing about Airport

S H E F I N :

Do you see WIFI name?

Customer:

It says: "Wi-Fi is connected to Dixmont-guest and has the IP address 192.168.33.149 Status is connected. There's also an advanced button

S H E F I N :

Okay.

Customer:

It still seems like we should be able to learn something from the PC that's working fine with the printer.

S H E F I N :

On the printer, press Menu, press up and down arrow key to select network and press OK.

S H E F I N :

Yes, I think the same too.

S H E F I N :

We just try enabling the wireless.

S H E F I N :

On the printer, press Menu, press up and down arrow key to select network and press OK.

Customer:

I found Menu, pressed arrow keys and came up with only Phone Book.

Customer:

Got a Not Registered! message

S H E F I N :

On the printer?

Customer:

Yes

S H E F I N :

Turn off the printer, turn it on and then try again.

Customer:

OK

S H E F I N :

Are you able to find network?

Customer:

That did it. What under Network?

S H E F I N :

Press up and down arrow key to select WLAN and press OK.

Customer:

Done

S H E F I N :

Press up and down arrow key to choose Setup wizard and press OK.

S H E F I N :

Is wireless Enabled?

Customer:

Ooo - exciting! It says Searching SSID

S H E F I N :

Do you see SSID names?

S H E F I N :

If it is more than one name, it will be difficult for us.

Customer:

OK. It stopped. It says Dixmont with an OK after it, and then Dixmont-Guest with nothing after it

S H E F I N :

Select Dixmont-guest and press OK.

Customer:

Oh my God - I think I'

Customer:

m connected. Shall I try to print something?

S H E F I N :

Try adding the printer.

Customer:

My print & scan preferences still show the printer offline. Do I have to add it again somehow wirelessly?

S H E F I N :

Yes.

S H E F I N :

Does the printer said connected, after selecting the SSID?

Customer:

Yes, said Connected. Then I tried to print something but it didn't do it. I see progress, though!!!

S H E F I N :

Have you reset the printing system and added the printer?

Customer:

I added the printer and it showed up and said Idle. Oh, now I notice that the - wait a sec - I'm going to try something

S H E F I N :

Okay.

Customer:

OH MY GOD - it worked!

S H E F I N :

Great!

Customer:

UNBELIEVABLE!!!!!!!!

S H E F I N :

I am glad to hear tha!

Customer:

Thanks so much for your unbelievable patience!!

S H E F I N :

You are always welcome!

S H E F I N :
If you are happy with the response or the issue gets resolved, please remember to rate my service once you have all the information you need. If you have any other questions, please ask me – I’ll be happy to respond.
Customer:

I really don't know what the final thing that made it happen was. But ask me if I care . . .

S H E F I N :

The wireless setup did the trick and it does not need a password.

S H E F I N :

But, there is a problem.

Customer:

So I click on rating below and like log out and get charged the full amount and we're done?

Customer:

Oh, what's the problem?

S H E F I N :

Have you tried printing from the WIndows computer?

Customer:

No. But I will

Customer:

I mean, I did earlier, but not recently.

S H E F I N :

Please check that too.

Customer:

Oh NO! It's not working.

S H E F I N :

That means it works on two networks.

S H E F I N :

One is the guest one, that you access, and the other one.

S H E F I N :

So, in order to print from the Windows based computer, you need to select the SSID Dixmont.

Customer:

So maybe I should get the wifi going not under Guest but under the other one and then set the printer up from there?

S H E F I N :

Because you both access computers with different networks.

Customer:

So somehow do I have to change the PC's settings?

S H E F I N :

Yes. However you may change that when you need to print from your computer.

S H E F I N :

No.

S H E F I N :

Just wireless settings on the printer.

Customer:

OK wait - we had too many things going at once here.

Customer:

What do I have to change to make both computers work wirelessly?

S H E F I N :

Okay. Let me explain this.

S H E F I N :

You access the internet as Guest. That means you access the router as Guest.

Customer:

Wait a minute. I think I fixed it

S H E F I N :

And the Windows computer owner, access the router as Dixmont, this may need a password.

Customer:

I think I know the password.

S H E F I N :

So, in order to print from both computer at the same time, either you access the router with Dixmont, not guest, or she has to access it as Guest.

S H E F I N :

I hope you understood.

Customer:

I believe I can access it the way she does. Not as guest. Can I try and see what happens?

Customer:

Will I have to add the printer again in my preferences?

S H E F I N :

Yes. Before that, you have to setup wireless on the printer as Dixmont.

Customer:

Yes. OK. Remind me how I start to do that.

Customer:

Menu on printer. Then Network. Then find the wireless (non-Guest). Right?

S H E F I N :

On the printer, press Menu, press up and down arrow key to select network and press OK.

S H E F I N :

Press up and down arrow key to select WLAN and press OK.

S H E F I N :

Press up and down arrow key to choose Setup wizard and press OK.

S H E F I N :

Yes.

Customer:

Got the question at SSDI - the selected wireless router supports WPS. Use WPS?

S H E F I N :

NO.

S H E F I N :

Are you able to select your SSID?

S H E F I N :

I mean Dixmont?

Customer:

Yes. Selected Dixmont, no to WPS, now asking for Network Key.

S H E F I N :

Yes, that is the password.

S H E F I N :

Enter the password.

S H E F I N :

Enter the Password (Network Key) using the dial pad to choose each letter or number.

S H E F I N :

For example, to enter the letter a, press the 2 key on the dial pad once. To enter the number 3, press the 3 key on the dial pad seven times.

S H E F I N :

The letters appear in this order: lower case, upper case and then numbers. You can use the ◄ and ► keys to move the cursor left and right.

Customer:

Don't know how to input a capital letter from the printer keys

S H E F I N :

The letters appear in this order: lower case, upper case and then numbers. You can use the ◄ and ► keys to move the cursor left and right.

Customer:

Oh - just saw your message

S H E F I N :

Okay.

Customer:

OK. It's connected and is printing some sort of info sheet in computer language.

S H E F I N :

Okay.

S H E F I N :

Then, try printing from Windows computer.

Customer:

OK. I printed a page from the PC. Now what . . . . ? (I'm so brain dead after all this!)

S H E F I N :

I apologize for the inconvenience cuased to you.

Customer:

I have to add the printer again to my Macbook, right?

S H E F I N :

No.

Customer:

Under System Preferences/Print & Scan

Customer:

No?

S H E F I N :

You have to connect to internet using Dixmont. Not guest.

Customer:

Oh yes. Let me do that.

S H E F I N :

From your Macbook, you have to connect to internet using Dixmont. Not guest.

S H E F I N :

Okay.

Customer:

Shefin - I love you! It all works. Printed wirelessly from both printers. You really earned your $$ today!!!!

Customer:

I mean both computers.

S H E F I N :

Thank you!

S H E F I N :
If you are happy with the response or the issue gets resolved, please remember to rate my service once you have all the information you need. If you have any other questions, please ask me – I’ll be happy to respond.
Customer:

OK. Ready to hit Submit on Excellent Service. Are we done?

S H E F I N :

Yes.

S H E F I N :

Thank you!

Customer:

Thanks again!

Shefin, Printer and Office Equip. Specialist
Category: Printers
Satisfied Customers: 3722
Experience: Working as tech support specialist with a worldwide computer manufacturer.
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