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Ask Viet - Printer Tech Your Own Question

Viet - Printer Tech
Viet - Printer Tech, Printer Technician
Category: Printers
Satisfied Customers: 35210
Experience:  Troubleshoot printers, scanners, etc.
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Canon mx 310 is off line. trying to print. can you help?

Customer Question

canon mx 310 is off line. trying to print. can you help?
JA: Has your Canon done this before? And can you guesstimate how old it is?
Customer: never. 3 years old
JA: What troubleshooting have you tried?
Customer: turned off and on
JA: The printer expert can solve this for you. Anything else you want him to know before I connect you two?
Customer: no
Submitted: 3 months ago.
Category: Printers
Expert:  Viet - Printer Tech replied 3 months ago.

Hi,
I'm sorry about the issue. Do you have windows xp, vista, or 7, or 8, 10, or mac computer?

Is the printer connected to the computer with a USB printer cable? Or is the connection wireless?
Please reply at the box below. Thank you,

Customer: replied 3 months ago.
Usb connectin
Expert:  Viet - Printer Tech replied 3 months ago.

Thank you. Do you have windows xp, vista, or 7, or 8, 10, or mac computer? And/or what's the brand / model of your computer?

Please reply at the box below. Thank you,

Customer: replied 3 months ago.
How can I tell?
Expert:  Viet - Printer Tech replied 3 months ago.

What's the brand of your computer, such as HP, Dell, Apple, Acer, Asus, Toshiba, Lenovo, etc.? Please reply at the box below. Thank you,

Customer: replied 3 months ago.
Lenovo thinkpad
Expert:  Viet - Printer Tech replied 3 months ago.

Thank you. Are you able to open Control Panel on your computer? Please reply at the box below. Thank you,

Customer: replied 3 months ago.
Expert:  Viet - Printer Tech replied 3 months ago.

Thank you. Are you currently able to make a copy from the printer's glass (not printing from the computer)?

Expert:  Viet - Printer Tech replied 3 months ago.

Thank you. Please try the following fix:

  1. Disconnect the printer's USB cable from the computer for now.
  2. Open Control Panel.
  3. Open Printers (or open Hardware and Sound / Devices and Printers.)
  4. Right-click on the Canon printer there, then remove / delete it for now, and confirm. Make sure there is not any Canon item showing there for now.
  5. Make sure printer is powered on.
  6. Re-connect the printer's USB cable securely to both printer and computer.
  7. Wait a bit, and the printer should automatically be re-installed.
  8. See if you can print something now.

Please reply at the box below to continue. Thank you,

Customer: replied 3 months ago.
I reinstalled and the test page won't print.
Expert:  Viet - Printer Tech replied 3 months ago.

I'm sorry. You don't reinstall it; it should reinstall automatically by itself.

Were you able to delete the printer from Control Panel? If yes, when you re-connect the printer to the computer, did it reinstall by itself?

- Can you please put a document or photo faced down on printer's glass, then press the Copy button / option on the printer, does it copy fine?

Please let me know. Thank you,

Customer: replied 3 months ago.
It did not reinstall by itself after waiting. Copy function works great
Expert:  Viet - Printer Tech replied 3 months ago.

Were you able to delete the printer from Control Panel ->.... Printers? If yes, then if the printer does not reinstall by itself, then how did you try to do a test page when the Canon printer is not showing on the computer?

- Can you connect the printer to another USB port on the other side of the laptop, and see if the printer get reinstalled automatically?

Please let me know. Thank you,

Customer: replied 3 months ago.
I went to add a printer and added it that way. Does not install by itself.
Expert:  Viet - Printer Tech replied 3 months ago.

Don't add a printer. Are the USB ports working on your laptop?

Can I connect remotely to your laptop, so I can troubleshoot this issue directly on your computer for you?

Please let me know. Thank you,

Customer: replied 3 months ago.
It will not print with my other laptop either. It is the same kind. But days off line
Customer: replied 3 months ago.
Says off line
Expert:  Viet - Printer Tech replied 3 months ago.

Maybe the USB printer cable is bad, or the USB port on the printer is bad. Do you have another USB printer cable to try?

Customer: replied 3 months ago.
I'll try that
Expert:  Viet - Printer Tech replied 3 months ago.

OK. By the way, delete the Canon printer again, if it's still there, in Control Panel -> .... -> Printers. Don't try to use the option "Add a printer". If it works, it should reinstall automatically. Do you have another USB printer cable now? Or when can you get it? Please let me know. Thank you,

Expert:  Viet - Printer Tech replied 3 months ago.

Hi,

How is it going? Do you still need help with this issue?

- If you put a document or photo faced down on the printer's glass, then press the Copy button / option on the printer, does it copy fine?

When you are available, please type at the box below, then click on the Send button below to communicate with me, so I can help further. Thank you,

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