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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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I have a brother MFC-J870DW all in one printer/fax when I

Customer Question

I have a brother MFC-J870DW all in one printer/fax when I try to print it keeps telling me it is not connected to my computer, despite the fact that it recognizes my network
Submitted: 10 months ago.
Category: Printers
Expert:  Viet - Printer Tech replied 10 months ago.

Hi,

I'm sorry about the issue. Do you mean you've gone to the Wireless / Wi-Fi / network setup on the printer's screen and connected it to your wireless network name successfully right?

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

Do you have windows xp, vista, or 7, or 8, 10, or mac computer?

Can we do a remote support session, so I can troubleshoot the issue directly on your computer together with you?

Please reply at the box below. Thank you,

Customer: replied 10 months ago.
Xfinity yes we can do a remote session. Mac with Yosemite OSX
Expert:  Viet - Printer Tech replied 10 months ago.

I do live online support. Please accept the remote support offer, then please click on the website to connect remotely with me, then I can fix the issue directly on your computer for you:

http://www.teamviewer.com/

, then download and install the TeamViewer application

, then tell me the ID and Password ***** in the TeamViewer application.

Please reply at the box below. Thank you.

Expert:  Viet - Printer Tech replied 10 months ago.

Can you please do the followings on the printer:

  1. Press wrench / screwdriver icon (Settings).
  2. Press All Settings.
  3. Press the Up or Down arrow key to display Print Reports.
    Press Print Reports.
  4. Press the Up or Down arrow key to display Network Configuration.
    Press Network Configuration.
  5. Press OK. And it will print outer the network configuration page.
  6. Then let me know the SSID (network name), and the IP address showing on the printout page.

When you are available, please type at the box below, then click on the Reply button below to continue. Thank you.