How JustAnswer Works:

  • Ask an Expert
    Experts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional Answer
    Via email, text message, or notification as you wait on our site.
    Ask follow up questions if you need to.
  • 100% Satisfaction Guarantee
    Rate the answer you receive.

Ask John Your Own Question

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.
23822421
Type Your Printers Question Here...
John is online now
A new question is answered every 9 seconds

Have no problem printing from desktop but cannot get the

Customer Question

Have no problem printing from desktop but cannot get the laptop (an Asus about 5 years old to bluetooth to the printer. It is running windows 7 and I think the driver is out of date! where do I go from here?
JA: What's the exact make and model of your printer, and can you guesstimate how old it is?
Customer: The printer is an MG7765 and I purchased it a couple of months ago, the model is a coloured version of my daughters MG7700 which she has had for about 2 years.
JA: What kind of computer are you printing from (Mac or PC)? What Operating System (OS) are you running?
Customer: A PC and the OS is about 9.0 something - how can I confirm that?
JA: How long has this been an issue? What happened right before this popped up?
Customer: I had been using a Canon Pixma with the slide sleeve for printing from neg slides for a number of years but it died, the new printer had no problemwith the desktop but it wont run from laptop which does have a bluetooth USB plugin for the mouse
JA: Anything else you want the printer expert to know before I connect you?
Customer: only how can I fix this without taking on some American package that wants to run the whole show.
Submitted: 27 days ago.
Category: Printers
Expert:  Michelle replied 27 days ago.

Hi my name is ***** ***** I will be the expert working with you today to help and resolve the problem you have posted.

Expert:  Michelle replied 27 days ago.

I am sorry to hear that you are having such trouble. I will try my best to help you out and resolve the problem as quick as possible.

how is the printer connected to the computer usb or wireless?

Customer: replied 27 days ago.
Hi Michelle, the new printer is wireless, no problem from desktop but not from laptop
Customer: replied 27 days ago.
Posted by JustAnswer at customer's request) Hello. I would like to request the following Expert Service(s) from you: Secure Remote Assistance. Let me know if you need more information, or send me the service offer(s) so we can proceed.
Customer: replied 27 days ago.
I cant afford to sit here for 24 hours, is there anything we can do a little sooner
Expert:  Michelle replied 27 days ago.

we can do it right now. I will send you a remote link.

Customer: replied 27 days ago.
No Thanks Michelle, I have already forwarded a 27 + 5 premium and so far have not had a great deal (none) satisfaction
Expert:  Michelle replied 27 days ago.

its an additional service if you dont wish you can simply deny the remote assistance and we can continue on this live chat.

Customer: replied 27 days ago.
That would be great, I know you have to sell product, but I get somewhat frustrated with all the additional costing
Expert:  Michelle replied 27 days ago.

Download and install the driver from the link given below and install it let me know how it goes

Click here

Expert:  Michelle replied 27 days ago.

let me know if you have any question.

Customer: replied 27 days ago.
OK just waiting for the exe files to come through, is there a particular one that has to be run first - they are both win-mb7700-1_0 files
Expert:  Michelle replied 27 days ago.

yes thats the only file which needs to be run once the download is completed.

Customer: replied 27 days ago.
Once I chose the correct printer, (step 2) it went searching but the next button is not available, so I pressed update, but that just went through the procedure again - still no next button (for step 3) available
Expert:  Michelle replied 27 days ago.

The next button is grayed out or its not functioning.

Customer: replied 27 days ago.
I would say so, i just ticked the serial number first and then it was not there!
Expert:  Michelle replied 27 days ago.

three must be checkbox to get it enabled. I can tell you till i see it. Post me a screenshot of the screen.

Customer: replied 27 days ago.
How do I do that?
Expert:  Michelle replied 27 days ago.

use your cellphone camera.

Customer: replied 27 days ago.
your number or email ?
Expert:  Michelle replied 27 days ago.

post it here on this chat session.

Customer: replied 27 days ago.
Not sure how to get it from phone to this session, tried my.just answer.com but no luck
Expert:  Michelle replied 27 days ago.

save the picture on your email and then download it on your computer and post it.

Customer: replied 27 days ago.
I have tried that 3 times now but the image has not reached any of the screens, desktop, laptop or phone, so I have run out of options?
Expert:  Michelle replied 27 days ago.

I will open the question to other experts for there views and input.

Customer: replied 27 days ago.
Thanks
Customer: replied 27 days ago.
Will the session be saved if I switch off the laptop
Expert:  Lorenz Vauck replied 27 days ago.

Dear Client,

the previous expert has opted out from your question. My name is***** am a computer expert since 17 years and I will be assisting you now.

I see that you have not been to happy about a possible remote-assistance, but honestly, this is next to impossible to solve via text (as you already possibly noticed), since the problem can come from so many different aspects of the system. So I would really recommend that you think again about a possible remote-assistance, so that I can directly analyze and resolve the problem for you while you can relax and watch me doing it on your screen. It also is a safe option because JustAnswer is a A+ accredited business with the BBB and you will be watching your screen and we will chat there as well, so that you will always know what I will be doing next while fixing the problem.

Please just let me know.

Thanks for your patience and best regards,

Lorenz Vauck

Customer: replied 27 days ago.
I have used remote assistance before whilst running an accounting package for a business but I did not want to part with another 55 dollars for the privelege after paying for this session!
Expert:  Lorenz Vauck replied 27 days ago.

Thank you for your feedback and I totally understand that. So should I opt out from the question then as well? That´s the only thing that I can offer beside a remote-assistance to fix your problem, since I don´t see any possibility via text here either. Thank you.

Customer: replied 27 days ago.
Thank you, ***** ***** don't think I will go on, will you be able to organise a refund for the free part of your offer?
Expert:  Lorenz Vauck replied 27 days ago.

No worries, I will opt out of your question, maybe another expert will be able to help via text instead. You can request a refund at 1800-679-634 (Australian number) at anytime. Good luck to you and I hope it can be solved!