I'm sorry about the issue. If you have a USB flash drive or a USB external hard drive or a USB mouse, or any other USB device, does it work on your computer?
When you said "Both USB ports are connected", do you mean one USB port for the printer, and one USB port for the computer right?
Do you have windows xp, vista, or 7, or 8, 10, or mac computer?
Please reply at the box below. Thank you,