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Robert M.
Robert M., Consultant
Category: Printers
Satisfied Customers: 8750
Experience:  30+ yrs. experience in NYC computer industry working with PC and networks, banks, brokerage, legal etc.
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My laptop Surface pro 3 can't see my printer (Brother

Customer Question

my laptop Surface pro 3 can't see my printer (Brother mFC9130CW ) via network so I can't install its software
Submitted: 11 months ago.
Category: Printers
Expert:  Viet - Printer Tech replied 11 months ago.

Hi,

I'm sorry about the issue. Does your laptop have windows 7 or 8 or 10, etc.?

Is this a new printer or new laptop, or new Internet modem/router device, etc.? Or was it working previously?

What is the model of your Internet/wireless modem/router device?

Can you please tell me what happens when you go to the network / wlan / wireless etc. on the printer's screen?

Please reply at the box below. Thank you.

Customer: replied 11 months ago.
its window 10 and its not a new printer it used to work normally but suddenly my laptop stop seeing it via the network ]
the network and router also are not new they are working previously .
and now I can't see the printer at all from my laptop although other laptops and pcs even smart phones can use the printer, the scanner and all the features the problem is only on this Microsoft pro 3
Expert:  Viet - Printer Tech replied 11 months ago.

Thank you. Was there any change, such as installing / uninstalling a program, etc., recently on the problematic windows 10 computer that may have caused this issue?

Have you tried disconnecting / reconnecting the power cords from the internet modem/router and printer for a few minutes, then re-connect, then wait a bit and test printing from another laptop first, then try again on the problematic computer? Restart the computer as needed.

If that does not work, have you tried to do a system restore?

Please reply at the box below. Thank you.

Customer: replied 11 months ago.
I did all of that and more then 1 time
Expert:  Viet - Printer Tech replied 11 months ago.

Sorry.

1. Do you mean you did a System Restore on the problematic Surface Pro 3?

2. Is the Surface Pro 3 laptop connected to the same network (not guest, etc.) as with the printer and all other computers / devices?

3. Was there any change, such as installing / uninstalling a program, etc., recently on the problematic windows 10 computer that may have caused this issue?

Please let me know. Thank you.

Customer: replied 11 months ago.
I did a system restore on the problematic Surface Pro 3
and yes it is connected to the same network (as admin) as with the printer and all other computers and devices
and no change on the computer
Expert:  Viet - Printer Tech replied 11 months ago.

When did this issue first occur on the Surface Pro 3?

On Surface Pro 3, can you go to Control Panel\Network and Internet\Network and Sharing Center, then let me know if it shows Home network or Private network or Public network or Work network, etc.?

Please let me know. Thank you.

Customer: replied 11 months ago.
Its a private network
Expert:  Viet - Printer Tech replied 11 months ago.

Do you have an antivirus/security/firewall program installed on the Surface Pro 3?

Do you know the IP address of the printer? Please let me know. Thank you.

Customer: replied 11 months ago.
its 192.168.1.10
and no antivirus only the window firewall
Customer: replied 11 months ago.
the gateway is 192.168.1.1
Expert:  Viet - Printer Tech replied 11 months ago.

Is your Surface Pro 3 computer able to go to the website
http://192.168.1.10

, does it show your printer at that website?

Thank you.

Expert:  Robert M. replied 11 months ago.

if everything else can see the printer the computer should be able to

go to the devices and printers folder

remove the printer if it is in that folder

then click the button to add a new printer and let it search the network

it should find it and you can just click next next etc to install it again and it should work

if not than there is an issue with the computer itself. either a firewall blocking it or an issue with the printing sub system

i can log in remotely to work on it with you tomorrow afternoon if you are so inclined.

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