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John
John, Computer Science Engineer
Category: Printers
Satisfied Customers: 5068
Experience:  CompTIA A+ & Microsoft Certified Professional with 15 years of experience repairing computers and printers.
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I got a new modem, and my printer is refusing to print. It

Customer Question

I got a new modem, and my printer is refusing to print. It says it can't find the network connection. I can't successfully enter the password ***** the printer manually. I went to the website and reloaded the drivers, but it still doesn't work. What else should I do?
JA: What's the exact make and model of your printer, and can you guesstimate how old it is?
Customer: epson XP 420/ Ot
JA: What kind of computer are you printing from (Mac or PC)? What Operating System (OS) are you running?
Customer: s about a year old, maybe a year and a half.
JA: How long has this been an issue? What happened right before this popped up?
Customer: Ot
JA: Anything else you want the printer expert to know before I connect you?
Customer: it's a PC. and I'm running Windows 10. I just tried to print a return label from my email, and that's the first thing I have tried to print since I replaced the modem - - which was Tuesday.
Submitted: 1 month ago.
Category: Printers
Expert:  Michelle replied 1 month ago.

Hi my name is ***** ***** I will be the expert working with you today to help and resolve the problem you have posted.

Expert:  Michelle replied 1 month ago.

I am sorry to hear that you are having such trouble. I will try my best to help you out and resolve the problem as quick as possible.

what is the problem you are facing to enter the password ***** on the printer?

Customer: replied 1 month ago.
It says the password ***** *****
Customer: replied 1 month ago.
I prefer not to use remote assistance.
Customer: replied 1 month ago.
Are you still there?
Expert:  Michelle replied 1 month ago.

That is optional.

Expert:  Michelle replied 1 month ago.

What Operating System (OS) are you running?

Customer: replied 1 month ago.
Windows 10
Expert:  Michelle replied 1 month ago.

do you know the router password ***** you checked it recently from your computer what the password ***** for the router?

Customer: replied 1 month ago.
Is the router password ***** wireless password ***** the modem?
Expert:  Michelle replied 1 month ago.

yes that is correct.

Customer: replied 1 month ago.
It's the password ***** used to set up my other devices, and it worked.
Customer: replied 1 month ago.
My printer says it is in an error state and that I need to check the network connection.
Expert:  Michelle replied 1 month ago.

just to make sure click on the search box and type in network you will see the icon appear network and sharing centre click on it.

Customer: replied 1 month ago.
What search box?
Expert:  Michelle replied 1 month ago.

Cortana. I believe you are using Windows 10 correct?

Customer: replied 1 month ago.
Okay
Customer: replied 1 month ago.
I did that. It gives me some options. Troubleshoot or set up a new connection.
Expert:  Michelle replied 1 month ago.

do you see access type connection with the wifi icon

Customer: replied 1 month ago.
It says internet with local area connection
Expert:  Michelle replied 1 month ago.

are you on this link

Control Panel\All Control Panel Items\Network and Sharing Center

Customer: replied 1 month ago.
Expert:  Michelle replied 1 month ago.

On the right hand side do you see a green cell phone signal like icon?

Customer: replied 1 month ago.
No.
Expert:  Michelle replied 1 month ago.

Then your computer is not on a wireless network.

Customer: replied 1 month ago.
No, the computer isn't. My modem does provide wireless, but the computer isn't on it. What does this mean for the printer?
Customer: replied 1 month ago.
How can I set up the printer to interact with the computer? This all started when I got the new modem, so I assumed that was the problem.
Expert:  Michelle replied 1 month ago.

If you want to printer wifi your computer must be on wifi as well otherwise you cannot.

Expert:  Michelle replied 1 month ago.

Either the printer is not on wifi it must be on the network LAN then you can print as a network printer and not wifi.

Customer: replied 1 month ago.
How do I make sure that is the set up?
Expert:  Michelle replied 1 month ago.

how was it connected earlier?

Customer: replied 1 month ago.
I have no idea. I installed it and ran the drivers from the website, and it worked just fine.
Expert:  Michelle replied 1 month ago.

it must be on a usb cable then.

Customer: replied 1 month ago.
Okay. So how do I get to the LAN connection?
Expert:  Michelle replied 1 month ago.

check the printer how is it connected to the router.

Customer: replied 1 month ago.
The printer connects to the computer tower, not to the router.
Expert:  Michelle replied 1 month ago.

That means its a local printer you do not need any password ***** use the printer in that case.

Uninstall the existing printer driver software, download the latest one from the website and install it very simple.

Customer: replied 1 month ago.
Do I start with the control panel or somewhere else?
Expert:  Michelle replied 1 month ago.

open devices and printer from the cortana search.

Customer: replied 1 month ago.
Okay. Thanks
Expert:  Michelle replied 1 month ago.

did it open the box?

Customer: replied 1 month ago.
but I don't see what to do next.
Expert:  Michelle replied 1 month ago.

the printer is not in the list?

Customer: replied 1 month ago.
the printer is on the list.
Expert:  Michelle replied 1 month ago.

right click on it and select printer properties and not properties.

let me know once you are there.

Customer: replied 1 month ago.
I am there.
Expert:  Michelle replied 1 month ago.

Click on the tab ports

Customer: replied 1 month ago.
Okay.
Expert:  Michelle replied 1 month ago.

on which port it has a tick mark.

Expert:  Michelle replied 1 month ago.

?

Customer: replied 1 month ago.
USB 002 Virtual Printer Port Epson XP420
Expert:  Michelle replied 1 month ago.

select usb 001 and hit apply and then ok

Expert:  Michelle replied 1 month ago.

open printer properties again and let me know.

Customer: replied 1 month ago.
There's no usb001, just 002
Expert:  Michelle replied 1 month ago.

That means its corrupted.

Expert:  Michelle replied 1 month ago.

can you check if the printer is connected to the computer on a usb cable.

Customer: replied 1 month ago.
Now what?
Expert:  Michelle replied 1 month ago.

can you check if the printer is connected to the computer on a usb cable

Customer: replied 1 month ago.
Customer: replied 1 month ago.
it is.
Expert:  Michelle replied 1 month ago.

Click here and download the printer driver and install it.

Customer: replied 1 month ago.
Done
Expert:  Michelle replied 1 month ago.

installation complete?

Customer: replied 1 month ago.
I did the same process before I contacted you. I hope it works this time.
Expert:  Michelle replied 1 month ago.

you have to make sure that usb 001 is selected and then you print a test page from the printer driver.

Customer: replied 1 month ago.
There is no usb001
Expert:  Michelle replied 1 month ago.

try to print a test page.

Customer: replied 1 month ago.
Where do I find the printer driver now that the installation is complete?
Expert:  Michelle replied 1 month ago.

the printer driver is the same place where you saw printer properties

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