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Kevin T
Kevin T, Computer Hardware Engineer
Category: Printers
Satisfied Customers: 492
Experience:  IT Manager at Wood Group PSN
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Same problem as with the Canon - have tried both an HP Envy

Customer Question

same problem as with the Canon - have tried both an HP Envy 120 and my newest, Epson XP-830 and both give error message that others are reporting with their all in one printers and scanners. Will try resetting and see what happens.
JA: Can you guesstimate how old your Epson is? And just to clarify, what's the exact model?
Customer: brand new - just got it. It's the XP-830 Premium model. Just tried after resetting and same problem - also now it won't even print from my iMac.
JA: What kind of computer are you printing from (Mac or PC)? What Operating System (OS) are you running?
Customer: Imac - OSX 10.11.6 El Captain
JA: How long has this been an issue? What happened right before this popped up?
Customer: I had an HP Envy 120, which worked fine for years. Then it started doing the same. Sometimes it would work after I shut it off and turned it back on. But then it stopped altogether, so I thought maybe a new printer - why I bought the Epson. Perhaps it has something to do with upgrading my system to El Capitain. Not sure. What's puzzling though, is that with Epson, I can scan to my computer if I go directly from the printer to either the computer or email. But trying to go from my iMac to the printer (either one of them, the HP or the Epson) does not work - and now I can't even print from my computer.
JA: Anything else you want the printer expert to know before I connect you?
Customer: That seems to be it.
Submitted: 1 month ago.
Category: Printers
Expert:  Kevin T replied 1 month ago.

How's it going.
Let me read of your question. Give me a minute.

Expert:  Kevin T replied 1 month ago.

Can you tell what the error codes are?

Customer: replied 1 month ago.
give me a minute
Expert:  Kevin T replied 1 month ago.

No problem

Customer: replied 1 month ago.
Error code is. -9923
Expert:  Kevin T replied 1 month ago.

Is this on the canon printer ,correct?

Customer: replied 1 month ago.
No, it's on HP envy 120 & a brand new Epson XP-830
Expert:  Kevin T replied 1 month ago.

Surely they are not both showing the same error code?

Customer: replied 1 month ago.
Both tell me printer is not connected - shutting down and then restarting printers after a while seems to help, but that 's a pain to have to do all the time - maybe both printers just lose their wireless config when they're left on
Expert:  Kevin T replied 1 month ago.

It looks like it could be a connection issue. Could I connect and have a look?

Customer: replied 1 month ago.
ok
Customer: replied 1 month ago.
I think I will just do a USB hookup and forget the wireless option. Thanks
Expert:  Kevin T replied 1 month ago.

Ok let me know If you change your mind. Rating activated at the top.