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John
John, Computer Science Engineer
Category: Printers
Satisfied Customers: 5072
Experience:  CompTIA A+ & Microsoft Certified Professional with 15 years of experience repairing computers and printers.
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My Hp office jet pro 6830 is offline and will not print with

Customer Question

My Hp office jet pro 6830 is offline and will not print with a Mac Book Pro
JA: Can you guesstimate how old your OfficeJet is? And just to clarify, what's the exact model?
Customer: 1 month old. HP Officejet Pro6830.
JA: How long has this been going on? What troubleshooting have you tried?
Customer: Since i bought it. It will not connect. I unplug and plug back in. I have unplugged the router too,deleted old printers from the mac book.
JA: Anything else you want the electronics expert to know before I connect you?
Customer: no
Submitted: 3 months ago.
Category: Printers
Expert:  Joel Kalman replied 3 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 your computer operating system?

Customer: replied 3 months ago.
windows
Expert:  Joel Kalman replied 3 months ago.

You said that you have a MacBook Pro. That is not a windows operating system.

Customer: replied 3 months ago.
It is apple operating system
Expert:  Joel Kalman replied 3 months ago.

You do not seem to know a lot about your computer. I think that the best way for us to proceed would be with Secure Remote Assistance. This is a Premium Service, and there will be an extra charge.

Customer: replied 3 months ago.
I would rather not. Can you give me some ideas to try.
Expert:  Joel Kalman replied 3 months ago.

It takes more than ideas to troubleshoot your problem and configure your printer. There are detailed instructions that you must follow. Can you do that, starting with selecting the Apple icon in the top left corner of your screen and telling me what the menu choices are?

Customer: replied 3 months ago.
About this Mac, software update, system preferences, recent items,force quit, sleep restart, shutdown
Expert:  Joel Kalman replied 3 months ago.

Okay, very good. Please go to About this Mac, and it will tell you the Operating System. It will be OSX 10.xx.yy, and it will also have a name.

Customer: replied 3 months ago.
OS X Lion 10.7.5
Expert:  Joel Kalman replied 3 months ago.

Thank you. Now please go to the Apple again and select System Preferences. In that window ocate and select the Printers & Scanners icon.

Customer: replied 3 months ago.
Done
Expert:  Joel Kalman replied 3 months ago.

Is a print server icon for your HP OfficeJet Pro 6830 shown there?

Customer: replied 3 months ago.
Expert:  Joel Kalman replied 3 months ago.

And does it show a status for that printer?

Customer: replied 3 months ago.
In use
Expert:  Joel Kalman replied 3 months ago.

You indicated that your printer was offline. Where did it show that? Was is on the printer or on the mac?

Customer: replied 3 months ago.
On the mac
Customer: replied 3 months ago.
It now says Idle I deleted a print job
Expert:  Joel Kalman replied 3 months ago.

Okay. Do you have any other installed printers on the mac?

Customer: replied 3 months ago.
No
Expert:  Joel Kalman replied 3 months ago.

Okay. Please hold the option key down and select the - Remove Printer link. If it opens a Reset Printing System menu, please select that. If not, we will try something else.

Expert:  Joel Kalman replied 3 months ago.

The Option key might be labeled as the Command or Cmd key.

Customer: replied 3 months ago.
Nothing is happening when I hold the key down
Expert:  Joel Kalman replied 3 months ago.

You must select the -Remove link in the window with the select button on your mouse.

Expert:  Joel Kalman replied 3 months ago.

...while holding the option key down.

Expert:  Joel Kalman replied 3 months ago.

This is taking too long. Please let me know what problem you are having.

Customer: replied 3 months ago.
Nothing is responding. Thank you for your help I will try on my own
Expert:  Joel Kalman replied 3 months ago.

I said that if it was not working we could try something else. Please forget the option key and just select the -Remove printer link in the window.

Customer: replied 3 months ago.
Ok done
Expert:  Joel Kalman replied 3 months ago.

Now hold the CTRL key down and select anywhere in the left half of the printer window to open the Reset Printing System menu, and select that menu.

Customer: replied 3 months ago.
Let's just end this. Thank you for your help!
Expert:  Joel Kalman replied 3 months ago.

Agreed.

Expert:  Joel Kalman replied 3 months ago.

I apologize for the trial and error with your directions. I have looked up exactly how to reset the printing system on your version of the OSX operating system, and I told you wrong. On OSX 10.7.5 Lion, the way to reset the printing system is to use the select button on your mouse (left click) to select the area in the left half of the printer screen and use menu button on your mouse (right-click) to open the reset printing system menu and then select that menu,

If you are still in need of assistance, we can take it from there.

Customer: replied 3 months ago.
Thank you
Expert:  Joel Kalman replied 3 months ago.

Okay. I am glad that you have responded. May I ask if you have Reset The Printing System?

Customer: replied 3 months ago.
It's downloading now
Expert:  Joel Kalman replied 3 months ago.

Great! I see that you are making good progress on your own. Please let me know how it goes.

Expert:  Dustin replied 3 months ago.

Welcome to Justanswer.com, my name is Dustin.
I'm sorry to hear about the issue you are having, I will do my best to help you resolve it.

It is unclear whether you still need help with this issue, if the previous expert was able to help you solve the problem, or if you solved the issue on your own.

When you can, please respond and let us know whether you still need help or not, so t hat we can continue working with you or mark this issue as closed / resolved, thank you.

Dustin S