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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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It keeps saying I am offline Sorry the printer is offline,

Customer Question

Hi it keeps saying I am offline Sorry the printer is offline
JA: What's the exact make and model of your printer, and can you guesstimate how old it is?
Customer: MFC9330CDW
JA: What kind of computer are you printing from (Mac or PC)? What Operating System (OS) are you running?
Customer: Pc windows 10 It's been working fine up until now
JA: How long has this been an issue? What happened right before this popped up?
Customer: It's been happening about a week, sometimes it works, but most of the time it doesn't Not sure what happened
JA: Anything else you want the printer expert to know before I connect you?
Customer: I don't think so
Submitted: 23 days ago.
Category: Printers
Expert:  Viet - Printer Tech replied 23 days ago.

Hi,

I'm sorry about the issue. Are you currently able to make a copy from the printer's glass (not printing from the computer)?

Is the printer connected to the computer with a USB cable? Or is the connection wireless?

Please reply at the box below. Thank you,

Customer: replied 23 days ago.
it is copying fine and is connected wirelessly
Expert:  Viet - Printer Tech replied 23 days ago.

Thank you. Can you please turn off your printer, then disconnect the power cord(s) from both your printer and your internet modem / router device(s) for about 3 minutes

, then reconnect power cord to internet modem / router, and wait about 3 more minutes

, then reconnect power cord to printer, then turn on

, then wait a few more minutes, then check printing.

- What's the status of the Wi-Fi / wireless light / icon on the printer's screen?

Please reply at the box below. Thank you,

Customer: replied 23 days ago.
I have already done this about a million times
Customer: replied 23 days ago.
The wi fi status is fine on the printer
Customer: replied 23 days ago.
Anyway, this is too expensive to keep going. Please cancel me on this, I thought it was only $5. That was misleading
Expert:  Viet - Printer Tech replied 23 days ago.

I'm sorry. How about with the small amount as shown for direct remote support? Please let me know; we guarantee our service. Thank you,

Customer: replied 23 days ago.
Noooo, this is ridiculous. You advertise as $7, but don't let the consumer know that it then costs more after the technician responds, this is misleading.
Expert:  Viet - Printer Tech replied 23 days ago.

I'm sorry; I'm the tech, so I'll have our customer service contact you about the billing; we'll make sure you will be satisfied at the end. If you still need help with the wireless printing issue later on and/or with anything else, please come back any time as you wish; we guarantee our service. Thank you,