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Ask Joel Kalman Your Own Question

Joel Kalman
Joel Kalman, Engineer
Category: Printers
Satisfied Customers: 571
Experience:  I am an MIT graduate with a Master of Science degree in Electrical Engineering from UC Berkeley.
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Printer (Color Laser 2620) connected to my USB port on Mac.

Customer Question

Printer (Color Laser 2620) connected to my USB port on Mac.
Installed software.
Printer will not print out job.
Tried reboot of printer and worked once.
Tried reboot of computer, not help.
Find job in queue
Printer paused or idle default
Sometimes when open queue to check the job disappears.
Help
Submitted: 4 months ago.
Category: Printers
Expert:  Joel Kalman replied 4 months ago.

Hello, I am pleased to have the opportunity to assist you. My name is ***** ***** I can help you solve your problem. What is the make and model of your printer?

Customer: replied 4 months ago.
Samsung C2620
Expert:  Joel Kalman replied 4 months ago.

How is your printer connected, usb or Ethernet cable?

Customer: replied 4 months ago.
Usb
Expert:  Joel Kalman replied 4 months ago.

We will need to uninstall your printer software and then reinstall the drivers for your printer. What is your computer operating system?

Customer: replied 4 months ago.
OS X El Capitan ?
Expert:  Joel Kalman replied 4 months ago.

I apologize for the delay. My last message to you did not get sent.

Expert:  Joel Kalman replied 4 months ago.

Use your Apple logo to open the System Preferences window and select Printers & Scanners.

Customer: replied 4 months ago.
Okay done
Customer: replied 4 months ago.
done
Expert:  Joel Kalman replied 4 months ago.

Do you have any other printers installed, besides the Samsung C2620?

Customer: replied 4 months ago.
No
Customer: replied 4 months ago.
no
Expert:  Joel Kalman replied 4 months ago.

Okay. With your cursor anywhere in the Printer window, hold the control (CTRL) key down and right-click your mouse and select Reset Printing System.

Customer: replied 4 months ago.
Done
Customer: replied 4 months ago.
Now screen says no printers available
Expert:  Joel Kalman replied 4 months ago.

Very good. WE have removed the print server. Now we are going to remove the software.

Customer: replied 4 months ago.
oky
Customer: replied 4 months ago.
okay
Expert:  Joel Kalman replied 4 months ago.

Using your Finder, search for the Samsung folder located under Applications.

Customer: replied 4 months ago.
Got it
Expert:  Joel Kalman replied 4 months ago.

Please standby while I retrieve the new software for you...

Customer: replied 4 months ago.
Are we still connected?
Expert:  Joel Kalman replied 4 months ago.

Yes, we are. I have your printer software now. I had to restart my browser.

Customer: replied 4 months ago.
Great
Expert:  Joel Kalman replied 4 months ago.

I just wanted to make sure that I had a replacement before we delete your software.

Please drag the Samsung folder into the trash.

Customer: replied 4 months ago.
It will not go in trash
Customer: replied 4 months ago.
Now it did after I gave password
Expert:  Joel Kalman replied 4 months ago.

Great!

Customer: replied 4 months ago.
I am looking at index of / applications / samsung
Expert:  Joel Kalman replied 4 months ago.

What do you mean by index?

Customer: replied 4 months ago.
That is title of page
Expert:  Joel Kalman replied 4 months ago.

Okay. Hold on. I have to find the drivers again...

Expert:  Joel Kalman replied 4 months ago.

Here is the link:

http://www.samsung.com/us/business/support/owners/product/SL-C2620DW/XAA

Scroll down to Manuals & Downloads and select View All. Then download and install the Print Driver (Driver) ver.V1.05.01 - Mac OS 10.5 ~ 10.11 (MULTI LANGUAGE, 11.97 MB) for your operating system.

Expert:  Joel Kalman replied 4 months ago.

Then you can locate the print server icon for your printer, open the print queue, and print a test page. Please let me know what happens.

Customer: replied 4 months ago.
Looking for print server icon
Customer: replied 4 months ago.
When click to look at printers in settings it says no printer available
Customer: replied 4 months ago.
Do I need to add printer
Expert:  Joel Kalman replied 4 months ago.

Use the Apple icon in the top left-hand corner of your screen to go to System Preferences > Printers & Scanners.

Customer: replied 4 months ago.
that is page saying no printers available
Expert:  Joel Kalman replied 4 months ago.

Yes. Add Printer. It should be able to find the drivers that we just downloaded and install them.

Customer: replied 4 months ago.
Sending data to printer
Customer: replied 4 months ago.
Still sending data to printer
Expert:  Joel Kalman replied 4 months ago.

Okay. It is an old printer, so it may take awhile.

Customer: replied 4 months ago.
Brand new printer
Expert:  Joel Kalman replied 4 months ago.

Oh sorry. It looked like it might be an older model.

Customer: replied 4 months ago.
Still sending
Customer: replied 4 months ago.
Still going
Expert:  Joel Kalman replied 4 months ago.

Is your printer turned on and in an active state (not sleep mode)?

Customer: replied 4 months ago.
Expert:  Joel Kalman replied 4 months ago.

Please use your Finder to go to Applications and search for the Samsung folder.

Customer: replied 4 months ago.
There is no Samsung folder
Customer: replied 4 months ago.
I think we deleted it
Expert:  Joel Kalman replied 4 months ago.

Oh. I know what happened now. Your printer is not responding. You can kill that Add Printer operation. We downloaded the printer file, but we haven't opened it. Look in your downloads folder and sort the files by date. Then click on the Samsung file to open it.

Customer: replied 4 months ago.
Under downloads there is the c2629 series.....ex
Expert:  Joel Kalman replied 4 months ago.

Right. That will get us back on track with the installation.

Customer: replied 4 months ago.
Do you want me to remove the printer
Expert:  Joel Kalman replied 4 months ago.

Yes, and Reset Printing System again (CTRL-Right Click).

Customer: replied 4 months ago.
Reset done
There are several Samsung files:
C2620......exe
C2620 .....zip
Samsung printer installer
Samsung printer installer zip
Expert:  Joel Kalman replied 4 months ago.

Please select Samsung printer installer.

Customer: replied 4 months ago.
Says it is already installed
Customer: replied 4 months ago.
Called easy print manager
Expert:  Joel Kalman replied 4 months ago.

Do you have a print server icon and print queue?

Customer: replied 4 months ago.
No. If try to print something not option
Customer: replied 4 months ago.
Should I add printer now?
Expert:  Joel Kalman replied 4 months ago.

What happens when you open Easy Print Manager?

Customer: replied 4 months ago.
Nothing. Just says status is installed
Expert:  Joel Kalman replied 4 months ago.

No printer icon?

Customer: replied 4 months ago.
Icon
Expert:  Joel Kalman replied 4 months ago.

Please right-click on the printer icon and select Printing Properties. Then Print Test Page.

Customer: replied 4 months ago.
ehen I right click icon there is no menu that appears
Expert:  Joel Kalman replied 4 months ago.

How about left-click double-click?

Customer: replied 4 months ago.
Nothing
When try to close box for printer installer it says set up has not been completed if you quit program now soft ware you requested to add / remove will not be installed / uninstalled.
Are you sure you want to quit set up?
Customer: replied 4 months ago.
But it is installed. Is setup something else?
Expert:  Joel Kalman replied 4 months ago.

Is that the setup we initiated a long time ago that said "Sending data to printer"?

Expert:  Joel Kalman replied 4 months ago.

If so, you can confirm that we want to quit. Then start the setup again, now that the software is installed.

Customer: replied 4 months ago.
Sending data to printer
Think was already installed when we tried before
Still sending data
Expert:  Joel Kalman replied 4 months ago.

Please Quit the installation and start it again now.

Customer: replied 4 months ago.
My mac is not responding. Revolving color wheel
Customer: replied 4 months ago.
Okay now canceled
Expert:  Joel Kalman replied 4 months ago.

CMD-OPT-ESC Force Quit.

Expert:  Joel Kalman replied 4 months ago.

Have you restarted the setup?

Customer: replied 4 months ago.
Sending data
Expert:  Joel Kalman replied 4 months ago.

Please click on C260...exe and tell me what happens.

Customer: replied 4 months ago.
Says "you can't open application c2620.........exe because Microsoft Windows applications are not supported on OS X
Expert:  Joel Kalman replied 4 months ago.

Yikes! You must have selected the wrong driver on the Samsung website.

Customer: replied 4 months ago.
Pretty sure I matched the driver number you gave me
Expert:  Joel Kalman replied 4 months ago.

I recommend that you accept a Premium Service offer for Secure Remote Assistance. That way, I can wee what is going on.

Here is the link again:

http://www.samsung.com/us/business/support/owners/product/SL-C2620DW/XAA

Scroll down to Manuals & Downloads and select View All. Then download and install the Print Driver (Driver) ver.V1.05.01 - Mac OS 10.5 ~ 10.11 (MULTI LANGUAGE, 11.97 MB) for your operating system.

Customer: replied 4 months ago.
That is the one I selected
Expert:  Joel Kalman replied 4 months ago.

Look in the Download folder. What is the filename?

Customer: replied 4 months ago.
The Mac driver is the Zip drive one and matches the download I clicked
Customer: replied 4 months ago.
Maybe delete the download exe file?
Expert:  Joel Kalman replied 4 months ago.

Yes.

Customer: replied 4 months ago.
The exe file matches number of file above the file you told me to click on.
Shall I delete it
Expert:  Joel Kalman replied 4 months ago.

If it says that it is for a Microsoft OS, we cannot use it. Go ahead and delete it.

Customer: replied 4 months ago.
Done
Now trying to send data to printer again in case that was in the way
Expert:  Joel Kalman replied 4 months ago.

I cannot really do anything else, because I cannot see what is going on without a remote connection.

Customer: replied 4 months ago.
Still sending data
Customer: replied 4 months ago.
I am not comfortable letting someone I do not know into my computer
Expert:  Joel Kalman replied 4 months ago.

I understand. You will be there with me. You can see the cursor moving, and it has its own chat window. And, you can terminate the session instantly at any time.

Customer: replied 4 months ago.
Is it 39$ above the $33
Customer: replied 4 months ago.
Also it has been 2.5 hrs and I have first day of school tomorrow. I do not know how long this would take or if will work at all
Expert:  Joel Kalman replied 4 months ago.

Yes. I have already spent a lot of time on this, and we are essentially starting over, but with a much faster support tool. We could go on like this forever. What we have been doing hasn't been working.

Customer: replied 4 months ago.
I think I need to stop now. Thank you for trying we have both put in lots of time.
Expert:  Joel Kalman replied 4 months ago.

That is fine. I am sorry that I was unable to solve your problem. Thank you for choosing Just Answer.

Expert:  Joel Kalman replied 4 months ago.

I will opt out and allow other experts on this site to have an opportunity to assist you. They will be able to see everything that we have done.

Customer: replied 4 months ago.
Thanks. Have a good evening