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John
John, Computer Science Engineer
Category: Printers
Satisfied Customers: 5068
Experience:  CompTIA A+ & Microsoft Certified Professional with 15 years of experience repairing computers and printers.
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There are no printers listed when I go to add a printer

Customer Question

There are no printers listed when I go to add a printer
Submitted: 11 months ago.
Category: Printers
Expert:  Michelle replied 11 months ago.

Hi, My name is ***** ***** i will be assisting you

how are you connecting printer to computer..usb cable or wifi

Customer: replied 11 months ago.
wi fi
Expert:  Michelle replied 11 months ago.

please click here and download and install the software compatible with el capitan

download the drivers and utilities combo package and it should get installed

Expert:  Michelle replied 11 months ago.

let me know if you face any difficulty or in case you have already tried the above

Expert:  Michelle replied 11 months ago.

let me know the status once done

Customer: replied 11 months ago.
i have done that ... and i get as far as the screen that says i need to install the printer queue ... then there are NO printers in the list
Expert:  Michelle replied 11 months ago.

would it be fine if i remote connect and check the issue myself

Customer: replied 11 months ago.
yep sure will
Customer: replied 11 months ago.
what do i need to do ?
Expert:  Michelle replied 11 months ago.

click here for remote access

in the page that opens click on agree

download and open\run the file

allow it to install

Customer: replied 11 months ago.
cannot open it ... I use a mac
Expert:  Michelle replied 11 months ago.

please open the website www.teamviewer.com

in the page that opens click on start full version

it will download a file teamviewer exe

click on the file to open\run it

once its installed, the temviewer window will open

let me know the id and password ***** on left side of the window

Customer: replied 11 months ago.
will i be able to open an exe file on a mac?
Expert:  Michelle replied 11 months ago.

yesteamviewer works on mac

even the earlier link would have worked

try teamviewer

Expert:  Michelle replied 11 months ago.

click on the mac icon on page for macversion

Customer: replied 11 months ago.
i tried the earlier link and it said there was no app to open it i have opened and there is no id or password ***** wants me to set up a password ***** unattended access
Expert:  Michelle replied 11 months ago.

ok no problems..we will continue on chat

is the printer connected to wifi

Customer: replied 11 months ago.
Expert:  Michelle replied 11 months ago.
  1. is the wifi light on or flashing
Customer: replied 11 months ago.
it is on
Customer: replied 11 months ago.
PASS wireless network name (SSID) check
PASS communication mode check
PASS security mode check
PASS mac address filtering check
PASS security key / password *****
PASS IP address check
PASS Detailed IP Setup check
Customer: replied 11 months ago.
I can give you the rest of the report "Network Status" if it will help
Expert:  Michelle replied 11 months ago.

ok click here and download teamviewer for mac

Customer: replied 11 months ago.
id 784 637 836 password 5733
Expert:  Michelle replied 11 months ago.

ok

keep teamviewer open

Customer: replied 11 months ago.
ok i restarted and it does not print
Customer: replied 11 months ago.
should I try turning off the printer and restarting it?
Expert:  Michelle replied 11 months ago.

yes please

Customer: replied 11 months ago.
no did not work ... same message "stopped - 'Filter' failed, 1 pagethis is a different message than what i was getting when i first contacted you ... it had been cannot find the printer / there is no printer connected
Customer: replied 11 months ago.
will be back in about 30 minutes
Expert:  Michelle replied 11 months ago.

i have tried all possibilities and have searched for this issue. most of the users have rectified by attempting installation multiple times. However i would not say that it is a viable approach

i will therefore opt out and open this question to my fellow experts for their opinion

you will be notified via email once an expert replies

Customer: replied 11 months ago.
okthank you very much for your time and effort.dottie
Expert:  Jason Jones replied 11 months ago.

Hello,

I will be the person helping you today.

I can see that you may need a little bit of extra help.

May I ask if you still need help with this problem? If so, may I start a screen sharing session on your computer and help you resolve the problem?

Once the remote session begins, we will be able to communicate via a chat window on your computer.

Thank you,
Jason

Customer: replied 11 months ago.
i still cannot print
Expert:  Jason Jones replied 11 months ago.

After you click the "Accept this offer" button for the remote service, the remote link will be posted here. That will be the last charge for today.

Customer: replied 11 months ago.
I am not going to pay another $45. the other tech tried that and couldn't fix it . I have already paid $23 and would like to get it solved for that amount.
Expert:  Jason Jones replied 11 months ago.

The cost is there because it will take more of my time. If I remote in, at no cost, that means I would be working for free. If for some reason I am not able to fix the problem, you can always get a refund.

Customer: replied 11 months ago.
Then I will just request a refund of the $23 I already paid and was not able to get the problem fixed
Expert:  Jason Jones replied 11 months ago.

Thank you. I will send that up for you.

Customer: replied 11 months ago.
Thanxdottie
Expert:  Robert M. replied 11 months ago.

can you see the printer from any other computer or device on the network ?