Hi, I'm Sadique. Welcome to JustAnswer. I'm reviewing your question now, and will post back with your reply ASAP.
How is the printer connected with the computer?
via USB cable, wirelessly etc.
Would you like me to remote in your computer and work on the issue directly?
It will help me to understand the problem better and will give me a better insight on how to troubleshoot the issue.
Don't worry if the problem doesn't gets solved and you are not satisfied you can ask for a refund.
Please accept the remote session request to allow me to setup the Remote for you.
Without troubleshooting I can't advise you anything.