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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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Can't install a new MFC-J985DW on my Granddaughter's old

Customer Question

Can't install a new MFC-J985DW on my Granddaughter's old Microsoft 7 laptop. Have successfully installed it on other devices here, Have downloaded the s/w successfully on my laptop & it works. DL s/w on GDs laptop takes me to the Wireless Setup of the MFC, then sees the device on the WiFi, but when I try to connect, it tells me to go to the Printer and perform the WiFi connection again.
JA: What's the exact make and model of your printer, and can you guesstimate how old it is?
Customer: Brother MFC-985DW, one day old.
JA: What kind of computer are you printing from (Mac or PC)? What Operating System (OS) are you running?
Customer: On my laptop, Toshiba w/OS10, the printer works fine. Also works with my Daughter & my iPhones. Can't get my GDs Toshiba laptop, identical model to mine, running Win7, to connect.
JA: How long has this been an issue? What happened right before this popped up?
Customer: I don't think that you are comprehending my situation. I have one laptop & two iPhones that print to the MFC-985DW. I cannot get my Granddaughter's laptop to connect & print. I setup the other devices today, successfully, cannot setup my Granddaugher's.
JA: Anything else you want the printer expert to know before I connect you?
Customer: No
Submitted: 1 month ago.
Category: Printers
Expert:  Viet - Printer Tech replied 1 month ago.

Hi,

I'm sorry about the issue. Is the internet currently working fine on her laptop?

Can we do a remote support session, so I can troubleshoot the issue directly on your computer together with you?
Please reply at the box below. Thank you,

Expert:  Viet - Printer Tech replied 1 month ago.

Please type at the box below, then click on the Send button below to communicate with me, so I can help. Thank you,