How JustAnswer Works:

  • Ask an Expert
    Experts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional Answer
    Via email, text message, or notification as you wait on our site.
    Ask follow up questions if you need to.
  • 100% Satisfaction Guarantee
    Rate the answer you receive.

Ask Viet - Printer Tech Your Own Question

Viet - Printer Tech
Viet - Printer Tech, Printer Technician
Category: Printers
Satisfied Customers: 35232
Experience:  Troubleshoot printers, scanners, etc.
30037186
Type Your Printers Question Here...
Viet - Printer Tech is online now
A new question is answered every 9 seconds

We got new equipment from Comcast/Xfinity for the TV and

Customer Question

We got new equipment from Comcast/Xfinity for the TV and computer
JA: What's the make and model of your tv, and can you guesstimate how old it is?
Customer: and since we hooked it up, our printer Office Jet 6500A, has stopped printing.
JA: What kind of computer are you printing from (Mac or PC)? What Operating System (OS) are you running?
Customer: Can you help, please?
JA: How long has this been an issue? What happened right before this popped up?
Customer: The printer was okay before the new modem, etc. was installed, so
JA: Anything else you want the printer expert to know before I connect you?
Customer: since last week. This is a wireless printer, I believe.
Submitted: 1 month ago.
Category: Printers
Expert:  Barun replied 1 month ago.

Hi, and thank you for your question. My name is ***** ***** I'll be assisting you today.

Are you using a Windows or a Mac computer with the printer?

May I connect with you remotely to troubleshoot the issue now?

Please reply back to me using the box below.

Customer: replied 1 month ago.
We have a Mac; the message I am getting when using System Preference is that the printer is "not connected".
Customer: replied 1 month ago.
I alteady paid the $5.00 to ask you a questio, and you haven't answered my question; you need to answer my initial qiestion or is this a scam?
Expert:  Viet - Printer Tech replied 1 month ago.

Hi,

I'm sorry about the issue. I'm another tech. I will help you with this; we guarantee our service, so don't worry.

Have you tried to do the wireless setup wizard on the printer's screen?

Please reply at the box below. Thank you,

Customer: replied 1 month ago.
Hi, Viet,I'm at the printer now and reading Wireless Setup Help; the problem is the arrow is not moving to page 2 of what appears to be a 4-page instruction sheet.
Expert:  Viet - Printer Tech replied 1 month ago.

Sorry, can you turn off the printer, then disconnect power cord from printer for about 2 minutes, then reconnect, then turn on and try again. Thank you,

Customer: replied 1 month ago.
Just did that
Expert:  Viet - Printer Tech replied 1 month ago.

So you touch the Right Arrow, then does it show Network option?

Customer: replied 1 month ago.
I turned the power on and tried to print the jobs on cue but nothing happened.
Expert:  Viet - Printer Tech replied 1 month ago.

Please DO NOT try printing for now. Please do not try anything on your computer for now.

- On the printer, please touch the Right Arrow icon, then what do you see next on the printer's screen?

Please reply at the box below. Thank you,

Customer: replied 1 month ago.
The Help topics only concern loading of documents in the feeder or scanner; I can't get any topic re internet connection on the printer screen
Expert:  Viet - Printer Tech replied 1 month ago.

Please DO NOT try printing for now. Please do not try anything on your computer for now.

- On the printer, please touch the Right Arrow icon, then what do you see next on the printer's screen?

Please reply at the box below. Thank you,

Customer: replied 1 month ago.
I see Setup, Ink Status, Photoand Auto Answer On
Expert:  Viet - Printer Tech replied 1 month ago.

Select Setup, then let me know what it shows next. Thank you,

Customer: replied 1 month ago.
It has Wireless setup help, the same page I was on earlier but I could not get to page 2 even when I pressed the lit arrow or the OK
Expert:  Viet - Printer Tech replied 1 month ago.

What are the options in Wireless setup help?

Expert:  Viet - Printer Tech replied 1 month ago.

After researching the issue, I found an instruction video. Can you please click on the website below and follow the steps as shown in the video:

https://www.youtube.com/watch?v=QwY0cvSAiWg

Please reply at the box below to continue. Thank you for your patience.

Expert:  Viet - Printer Tech replied 1 month ago.

Are you able to watch the instruction video? Do you get similar menus / options on your printer's screen as shown on the video?

When you are available, please reply back to continue. Thank you,

Expert:  Viet - Printer Tech replied 1 month ago.

Hi,

How are you? It's been a few days. Do you still need help with the printer issue and/or with anything else?

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,