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Sudipto
Sudipto, Engineer
Category: Printers
Satisfied Customers: 5310
Experience:  DIploma in Computer Hardware
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I can see it on my PC, but it won't print. Prints test pages

Customer Question

I can see it on my PC, but it won't print. Prints test pages fine from printer.
JA: What's the exact make and model of your printer, and can you guesstimate how old it is?
Customer: It's an HP Photosmart 8750 ... just out of box. Replacing same model after 5 years. Tried to run install, but msg said "Cannot run as ..."
JA: What troubleshooting have you tried?
Customer: tried reinstalling software
JA: The printer expert can solve this for you. Anything else you want him to know before I connect you two?
Customer: that's about it ...
Submitted: 3 months ago.
Category: Printers
Expert:  Sudipto replied 3 months ago.

Thanks for posting your question on Justanswer.com, a global paid independent support site.My Name is ***** ***** I will be assisting you today. Do you use USB or wireless connection ?

Customer: replied 3 months ago.
USB
Expert:  Sudipto replied 3 months ago.

Thanks, ***** ***** have uninstalled the driver of the previous printer, before installing the new printer ?

Customer: replied 3 months ago.
I've already paid through Paypal
Expert:  Sudipto replied 3 months ago.

Sorry, I tried to accept the remote offer, but it failed due to some payment problem, you may have to approve the payment from bank.

Expert:  Sudipto replied 3 months ago.

The payment was for the question, not for the remote support.

Customer: replied 3 months ago.
Then just tell me how to uninstall and reinstall ... I can do it
Expert:  Sudipto replied 3 months ago.

Yes, that will be better, if you are comfortable in doing that. Please let me know, which version of Windows do you use ?

Customer: replied 3 months ago.
I have Windows 10
Customer: replied 3 months ago.
I thought it might be an issue between the older printer and the newer OS, but it's been working fine up until a couple of days ago.
Expert:  Sudipto replied 3 months ago.

OK, do you mean the new printer was working or the old one ?

Customer: replied 3 months ago.
Its a brand new printer, but same model.
Customer: replied 3 months ago.
This leads me to suspect that the issue isn't the printer, but something in the PC.
Customer: replied 3 months ago.
Neither printer will print from PC command.
Expert:  Sudipto replied 3 months ago.

OK, please open the devices and printers window from your PC and reply me back. Let me know, if you need the steps to open the window.

Customer: replied 3 months ago.
Done
Expert:  Sudipto replied 3 months ago.

Thanks, ***** ***** see the printer icon on that window ?

Customer: replied 3 months ago.
Expert:  Sudipto replied 3 months ago.

Now select the printer icon and look at the bottom of the window for the status of the printer, let me know what is it, error, ready or offline ?

Customer: replied 3 months ago.
State says default, but there are none of the ones you listed.
Expert:  Sudipto replied 3 months ago.

Did you checked the bottom of the Printers and Devices window ?

Customer: replied 3 months ago.
lists devices, shows icons ... that is all ... bottoms has icon, says 15 items
Customer: replied 3 months ago.
screenshot added
Expert:  Sudipto replied 3 months ago.

After you select the printer icon, you will see the details at the bottom, "State", "Status", Model,category etc. at the bottom of the window.

Expert:  Sudipto replied 3 months ago.

Thanks for the image, you have not selected the printer icon, I have asked you the select the icon first and then check the bottom of the window.

Customer: replied 3 months ago.
Looks like this
Expert:  Sudipto replied 3 months ago.

I am asking you to select the printer icon, not opening it. Just click on the icon to select it and let me know the status, because unless I know the status , it is very difficult to understand the problem, as I cannot see your PC.

Customer: replied 3 months ago.
Doesn't have anything that you listed.
Expert:  Sudipto replied 3 months ago.

Yes, it has everything, I listed. Please check the image and look at the base of the image, you will see Status, Model etc. OK, can you tell me what is happening exactly when you try to print ?

Customer: replied 3 months ago.
I get a small blue Windows msg in the lower rt corner of my screen that says "printer in error state"
Expert:  Sudipto replied 3 months ago.

OK, now right click on the printer icon and select Troubleshoot from the pop-up menu and follow the onscreen instructions then, let me know what do you see at the end.

Customer: replied 3 months ago.
34;Troubleshooting couldn't identify the problem."
Expert:  Sudipto replied 3 months ago.

OK, now right click on the printer icon and select Remove Device and let me know, when the icon disappear from the screen.

Customer: replied 3 months ago.
gone
Expert:  Sudipto replied 3 months ago.

Now, disconnect the printer USB cable from the PC and then reconnect it after few secs. wait until the icon reappear, let me know after that.

Customer: replied 3 months ago.
Icon is back, but has (Copy 1) after the name ...
Expert:  Sudipto replied 3 months ago.

Do you see the check mark on it ?

Customer: replied 3 months ago.
Expert:  Sudipto replied 3 months ago.

Now, try to print something and let me know.

Customer: replied 3 months ago.
You're a genius ... printed fine. What was the issue?
Expert:  Sudipto replied 3 months ago.

Nothing, just some driver problem, reinstalling solved the problem. Please let me know, if you need any further information otherwise please remember to give a positive rating, as that is the only way I am compensated for my time and effort.

Customer: replied 3 months ago.
Will do.
Expert:  Sudipto replied 3 months ago.

Thanks.

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