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John
John, Computer Science Engineer
Category: Printers
Satisfied Customers: 5072
Experience:  CompTIA A+ & Microsoft Certified Professional with 15 years of experience repairing computers and printers.
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Printer in error .....unable to print, It is a 920MX and

Customer Question

Printer in error .....unable to print
JA: What's the make and model of your printer, and can you guesstimate how old it is?
Customer: It is a 920MX and about a year old I am guessing
JA: What kind of computer are you printing from (Mac or PC)? What Operating System (OS) are you running?
Customer: PC and Windows 10
JA: How long has this been an issue? What happened right before this popped up?
Customer: I haven't been able to print for a week. No pre warning...just tried to print and it said: Printer not Responding
JA: Anything else you want the printer expert to know before I connect you?
Customer: no
Submitted: 4 months ago.
Category: Printers
Expert:  Russell H. replied 4 months ago.

Hi, thank you for contacting JustAnswer.com. My name is Russell. I will do my best to provide the right answer to your question.

Is the printer set up to print by wireless?

Does the message about 'in error... unable to print' appear on the printer itself, or on the computer screen, please?

Customer: replied 4 months ago.
Computer screen
Expert:  Russell H. replied 4 months ago.

OK.

Is the printer set up to print by wireless?

Customer: replied 4 months ago.
I think it will print wirelessly however I have not use that. It was working fine and then one day just didn't print
Expert:  Russell H. replied 4 months ago.

OK. What lights are showing on the printer at present?

Customer: replied 4 months ago.
The blue power light and one which indicates the copy is ready
Customer: replied 4 months ago.
Are you still working on this?
Customer: replied 4 months ago.
I am very disappointed by this service
Expert:  Russell H. replied 4 months ago.

I am sorry to hear that. I was taking a brief break.

Is the printer connected to the computer with a USB cable, please?

Customer: replied 4 months ago.
Expert:  Russell H. replied 4 months ago.

Good.

Go to

Control Panel

View Devices and Printers (under Hardware)

and right-click on your printer's icon there.

Does it say

Use Printer Offline

or

Use Printer Online

or something else?

Customer: replied 4 months ago.
I seem to not find the control panel....does it have a symbol with windows 10?
Expert:  Russell H. replied 4 months ago.

On Windows 10:

get into Search

enter

Control panel

or

control panel

and click on the entry it finds.

Customer: replied 4 months ago.
I got into the printer and tried left clicking, but did not get the answer you asked about. It indicates its not working but n o indication if its on line or not
Expert:  Russell H. replied 4 months ago.

How, please, did it indicate that it was not working?

Customer: replied 4 months ago.
Printer not responding
Customer: replied 4 months ago.
It was in a small box which appeared on the side of the screen
Expert:  Russell H. replied 4 months ago.

Please: In what words, exactly, and on what screen, did it say that?

When you right-clicked on the printer's icon in Control Panel - View Devices and Printers,

What showed up then?

Customer: replied 4 months ago.
When I open with the left click.....a picture of the printer appears
Expert:  Russell H. replied 4 months ago.

There should be a strip menu, instead.

Close that picture or reopen View Devices And Printers.

Does the printer's icon have anything next to it, even perhaps in gray text?

Double-click on the printer's icon after noting that. Does a small window open? if so that's the printer's queue window.

Customer: replied 4 months ago.
When I left click printers and divices, a picture of my printer appears and when I left click it, a picture of my printer appears and a grey box with a yellow exclamation point appears on the right side of my screen with Printer not responding....
Customer: replied 4 months ago.
Are you still there?
Expert:  Russell H. replied 4 months ago.

Have you double-clicked on the icon for your printer in Devices And Printers?

Customer: replied 4 months ago.
then open seemed the only choice...
Then the picture of my printers pops up but no indication anywhere of a problem except the box which says its not responding....already knew that!
Customer: replied 4 months ago.
I ran the trouble shooting button but no information or changes.....
Expert:  Russell H. replied 4 months ago.

I am not acquainted with the symptoms you are describing, I'm sorry to say, and have been making little progress with this case.

With apologies, I have Opted Out, opening the case to other Experts in this category.

Thanks for your patience meanwhile...

Customer: replied 4 months ago.
Will someone else try to help now?
Expert:  Jason Jones replied 4 months ago.

Hello,
I am the person that will be helping you today.

May I start a secure remote assistance session with you so that I can better help you resolve this problem? When the remote session begins, a chat window will appear that we can use to communicate with each other.

Please, send your reply below in the box. After you type your message, click the Send button.

Thank you,
Jason

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