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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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My MB 2020 printer won't print. it says it is offline but I

Customer Question

My MB 2020 printer won't print. it says it is offline but I have reconnected it to the LAN multiple times
JA: What's the exact make and model of your printer, and can you guesstimate how old it is?
Customer: MB2020 about 2 months old
JA: What kind of computer are you printing from (Mac or PC)? What Operating System (OS) are you running?
Customer: PC Windows 10, It has worked perfectly for the last 2 months
JA: How long has this been an issue? What happened right before this popped up?
Customer: today, I printed off multiple documents yesterday
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.

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.

Can you please go to the Setup menu on the printer's screen, then select option Device settings -> LAN settings -> Confirm LAN settings -> Print LAN details -> Yes -> OK, then tell me the IP Address on the printout page?

Was there any change or update recently to your computer or internet service / internet modem / router device that may have caused this issue?

Can I connect remotely to your computer, so I can fix this issue directly on your computer for you?
Please reply at the box below. Thank you,

Expert:  Viet - Printer Tech replied 1 month ago.

Please stay with me on this web page.

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

Customer: replied 1 month ago.
Have already fixed it with Canon! I thought you were Canon not independent. Please refund any charges, your google search is misleading and if any charges go through I will re[port your business to industry Canada and the BBB
Customer: replied 1 month ago.
Hello, you could answer me! If any charge comes on my card it will be disputed
Expert:  Viet - Printer Tech replied 1 month ago.

I'm sorry. I'm an independent computer support, and we have an A+ service rating with BBB:

http://www.bbb.org/greater-san-francisco/business-reviews/professional-services-general/justanswer-in-san-francisco-ca-82403/

We provide computer / electronics support for all brands / models. You submitted the issue at our website earlier; I was waiting for your response earlier, so I could help you quickly, but I'm glad you have resolved the issue now. We are canceling / refunding this per your request. If you need help with any other computer question / issue in the future, please come back any time as you wish; we guarantee our service. Thank you for the update.