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Robert M.
Robert M., Consultant
Category: Printers
Satisfied Customers: 8996
Experience:  30+ yrs. experience in NYC computer industry working with PC and networks, banks, brokerage, legal etc.
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I cannot print and existing document from my computer! It

Customer Question

I cannot print and existing document from my computer! It just prints out an empty page! It gives me an error message of 0-6101 bef. If I print from my email it will print the document! What is happening and why am I having this problem?
Submitted: 1 year ago.
Category: Printers
Expert:  Michelle replied 1 year ago.

Hi my name is ***** ***** I will be the expert working with you today to help resolve your problem.

The document which you are printing is in what format.

Customer: replied 1 year ago.
one of the documents I tried to print was just a random document that I was trying to make a copy of! The other document was in Microsoft Works. I just printed an email from an airline successfully from my email. That is all that works!
Expert:  Michelle replied 1 year ago.

please let me know the operating system installed on your computer to which printer is connected

Customer: replied 1 year ago.
I'm almost positive that its Windows 7. I had XP before!
Expert:  Michelle replied 1 year ago.

click start..devices and printers..right click on hp printer icon..click on printer properties

click on print test page

let me know if it prints the test page or ejects out a blank sheet

Customer: replied 1 year ago.
im having trouble finding the HP icon that i m supposed to right click on!
Expert:  Michelle replied 1 year ago.

click start..control panel..hardware and sound..click on printers

let me know if you see the HP printer icon

Customer: replied 1 year ago.
maybe I'm going blind! I do not see the HP icon
Expert:  Michelle replied 1 year ago.

ok no problems..do you see the add printer option on the top in that same window

Customer: replied 1 year ago.
Expert:  Michelle replied 1 year ago.

click on add printer and follow the onscreen prompts by clicking next to add the printer

you may select usb or wirless option based on how the printer connects to computer

Expert:  Michelle replied 1 year ago.

let me know once the printer has been added and you see the hp printer icon

Customer: replied 1 year ago.
im getting confused! It says that if I have a usb drive printer which is hooked to wires etc not to choose this option! This is what I have! The other one is asking me if I want to change to a wireless printer
Expert:  Michelle replied 1 year ago.

There is an optional Remote Connect Service - Quick Resolution

Remote access is an optional additional service offer with a minimal one-time flat fee ($22). It is 100% safe which will allow me directly work on the problem and can be fixed quickly, you can sit back and watch your screen while i fix it for you. Let me know if you need the additional service or else we can continue with the service you have already opted for.
let me know if you want to opt for remote assistance

Customer: replied 1 year ago.
This is kind of like team viewer which I've done with my computer saavy friend? Is that correct?
Expert:  Michelle replied 1 year ago.

yes absolutely correct

Expert:  Michelle replied 1 year ago.

let me know if you would like me to remote access

Customer: replied 1 year ago.
lets do it! Its getting late! I'll pay the additional $22. What do you need from me?
Expert:  Michelle replied 1 year ago.

i am sending you the remote service offer in your email..please accept the offer

Expert:  Michelle replied 1 year ago.

please click on the below link

http://bit.ly/1Dhtzns

in the page that opens click on start meeting and install the join me

let me know the 9 digit code that you see on top left of the join me window

Expert:  Michelle replied 1 year ago.

please check your email and accept the remote service offer..once done follow the steps i gave above and install join me

once the join em window opens let me know the 9 digit code that you see on top left of the join me window so that i can remote connect

Customer: replied 1 year ago.
603-842-750 thats the number! the rest of what I have to do is confusing me!
Expert:  Michelle replied 1 year ago.

ok..i will connect

Customer: replied 1 year ago.
OK All Im trying to do is connect and Im starting getting a million offers for all kinds of things! It becomes confusing
Customer: replied 1 year ago.
can you connect?
Expert:  Michelle replied 1 year ago.

ok...please let me try an alternate method..give me a minute here

Expert:  Michelle replied 1 year ago.

in the meanwhile can you also open teamviewer and let me know the id and password ***** left side

Customer: replied 1 year ago.
The number I saw was 603-842-750 Ill go to the team viewer screen
Expert:  Michelle replied 1 year ago.

ok..let me know the id and pswd numbers on left side pane of teamviewer..do not close teamviewer..keep it open

Customer: replied 1 year ago.
OK THE TEAM VIEWER NUMBER IS ***** 168 357 PASSWORD ***** *****
Expert:  Michelle replied 1 year ago.

..if you get a message to authorise the connection please allow

Customer: replied 1 year ago.
NOW ITS 6652
Customer: replied 1 year ago.
OF COURSE
Expert:  Michelle replied 1 year ago.

please do not close teamviewer

Expert:  Michelle replied 1 year ago.

i am connecting..will message you..please leave the mouse

Expert:  Michelle replied 1 year ago.

I am connected.

Expert:  Michelle replied 1 year ago.
hi,
i got cutoff from teamviewer session as you were not responding on my chat messages. Connect the usb cable to the printer and the computer and complete the installation.
Customer: replied 1 year ago.
I apologize! I fell asleep! I was exhausted! Did it get fixed?
Customer: replied 1 year ago.
MY printer is not answering to my computer! can someone help me with this? I was guarenteed 100% satisfaction?
Expert:  Michelle replied 1 year ago.
Hi,
I kept waiting for your response during the installation
let me know if you would like me to continue further on this with remote access
Customer: replied 1 year ago.
please
Customer: replied 1 year ago.
I want to finish this! I plugged in the cords to the back of the printer! Should I take them out? The printer is not responding!
Expert:  Michelle replied 1 year ago.
please open teamviewer and let me know the id and password
Customer: replied 1 year ago.
OK
Customer: replied 1 year ago.
password ***** *****
Customer: replied 1 year ago.
Do I need to disconnect t he wires again or am I OK for now?
Expert:  Michelle replied 1 year ago.

ok please keep teamviewer open...i will connect

Expert:  Michelle replied 1 year ago.

leave the wires as it is

Customer: replied 1 year ago.
OK IM just sitting here! I reconnected the wires to the back of the printer!
Expert:  Michelle replied 1 year ago.

it seems you closed teamviewer

please open it and let me know the password

Customer: replied 1 year ago.
Ill try again
Customer: replied 1 year ago.
OK it should be open ###-##-#### password ***** *****
Expert:  Michelle replied 1 year ago.

ok

Expert:  Michelle replied 1 year ago.

i got cutoff but have been able to install the printer..try a test print

you can do so by clicking start..devices and printers..right click on hp printer icon..click on printer properties..click on print test page

let me know if it prints or not

Expert:  Michelle replied 1 year ago.
please try printing and let me know the status..i will be able to proceed further accordingly
Customer: replied 1 year ago.
nothing is printing and I think that the printer is not responding to the computer at all
Customer: replied 1 year ago.
Hello Michelle or whoever will handle this call! I am back at the computer and as I had said before, after all the work you have done on team viewer, the computer and printer are not responding to each other! I am back on line and ready to finish fixing this! Please contact me now so we can do this!
Customer: replied 1 year ago.
Hello???
Expert:  Michelle replied 1 year ago.
Please let me know what time you will be available online so that i can finish fixing this issue as each time the remote session times out and i do not get a response from your end
let me know the time and i will diagnose the issue further
Customer: replied 1 year ago.
I'm ready anytime you are? I'm by the computer! Let me know? Jeff
Expert:  Michelle replied 1 year ago.

Open control panel >>> devices and printers let me know if the hp printer has a yellow mark or a green check mark.

Customer: replied 1 year ago.
Michelle, there is a yellow triangle at the bottom
Customer: replied 1 year ago.
Do you need to go in team viewer?
Customer: replied 1 year ago.
at 619 AM, the code is###-##-#### password ***** *****
Expert:  Michelle replied 1 year ago.

i have installed the drivers and the driver installation was successful

since the problem seems to run in a loop i will opt out and open this question to my fellow experts for their advice

Customer: replied 1 year ago.
Out of curiosity, do you believe that my printer is broken? Is that why you referred me to a technician?
Expert:  Robert M. replied 1 year ago.

if the printer works from one program and not from the other i would think that the problem is with the program that is not printing. It is sending some codes that the printer does not understand.

now its possible the reason for this is a defective printer but its more likely that the problem is with the program itself or the specific document that you are trying to print.

I would be happy to take a look at it but i need to put up an additional service request and it looks like you already paid for at least one of those which hardly seems fair to you.

if you would like to contact billing at***@******.*** and work it out with them so you feel you are being billed fairly before you agree i would certainly understand.

Expert:  Robert M. replied 1 year ago.
at the moment i cant even get the additional service request up so please talk to customer service***@******.*** or open another question directed to me so i can help you
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