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 Robert M. Your Own Question
Robert M.
Robert M., Consultant
Category: Printers
Satisfied Customers: 9006
Experience:  30+ yrs. experience in NYC computer industry working with PC and networks, banks, brokerage, legal etc.
23372949
Type Your Printers Question Here...
Robert M. is online now
A new question is answered every 9 seconds

I get a message to re-install my software but can't find my

Customer Question

I get a message to re-install my software but can't find my disc
Submitted: 1 year ago.
Category: Printers
Expert:  Freddy M. replied 1 year ago.

Hello my name is***** do not rate until we are finished. I look forward to assisting and am very sorry to hear that you are having this problem.

What version of windows or mac are you using?

Customer: replied 1 year ago.
windows 7, I think
Expert:  Freddy M. replied 1 year ago.

If you are not sure open any folder on your computer. On the left you will either see something that says computer or this pc. Right click on that and click properties. The window that opens will say which you have.

Customer: replied 1 year ago.
I don't hane anything in folders
Expert:  Freddy M. replied 1 year ago.

Ok we will assume it is 7 then. How is the printer connected to the computer. Is it connected with a USB cable or over WiFi?

Customer: replied 1 year ago.
USB
cable
Customer: replied 1 year ago.
I installed the software but got a message from chrome that I don't understand
Expert:  Freddy M. replied 1 year ago.

What was the message?

Customer: replied 1 year ago.
It was something about clicking on a folder to install the software
Expert:  Freddy M. replied 1 year ago.

On the bottom of chrome a bar should open when you download the software. You want to click on the software there and if it asks to let it run choose yes. Once you go through the whole thing try printing something.

Customer: replied 1 year ago.
It also said a gray bar would appear at the bottom of the screen but it didn't
Expert:  Freddy M. replied 1 year ago.

Please try downloading it again, the bar should appear as the file is downloading. It should disappear once you run the file.

Customer: replied 1 year ago.
no gray bar
Expert:  Freddy M. replied 1 year ago.

Were you able to run the download? If you were please try printing something.

Customer: replied 1 year ago.
how could i run it It said to go to the downloads and click on the program but nothing happened when I did
Expert:  Freddy M. replied 1 year ago.

Can you try a different browser like internet explorer please?

Customer: replied 1 year ago.
ok
Expert:  Freddy M. replied 1 year ago.

Let me know the results when you can.

Customer: replied 1 year ago.
what do I do now?
Expert:  Freddy M. replied 1 year ago.

In internet explorer go to this site by copying and pasting it:

http://www.canon-europe.com/support/consumer_products/products/fax__multifunctionals/inkjet/pixma_mp_series/pixma_mp495.aspx?type=drivers&driverdetailid=tcm:13-988844&os=WINDOWS%2010%20%2864-bit%29&language=EN

Then try installing using the run option in internet explorer.

To copy and paste highlight the link and then right click on it. In the right click menu click on copy.

To paste in internet explorer click the box that has the web address with www. in it and right click there then click on paste in the right click menu. Press enter on your keyboard after that.

Customer: replied 1 year ago.
I can make the switch, but don't know what's next
Customer: replied 1 year ago.
why am I copying the europe version? Is there a difference?
Expert:  Freddy M. replied 1 year ago.

No there is no difference.

Customer: replied 1 year ago.
Everything downloaded but when I hit run on the list as downloaded and hit run I got a message that
explorer had a problem and opened a new tab. Hitting "run on the download just went into a loop.
Expert:  Freddy M. replied 1 year ago.

I apologize but I need to opt out and open this to all experts.

Expert:  Robert M. replied 1 year ago.

i think that you may have a problem with the operating system beyond the printer driver where it isnt opening executable files very well.

I can log in remotely to fix it for you whatever the problem is if you want to pay a little bit extra

Related Printers Questions