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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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We cannot get our printer to respond to our computer,

Customer Question

We cannot get our printer to respond to our computer
JA: What's the exact make and model of your printer, and can you guesstimate how old it is?
Customer: HPmodel officejet5740
JA: What kind of computer are you printing from (Mac or PC)? What Operating System (OS) are you running?
Customer: pc windows 10
JA: How long has this been an issue? What happened right before this popped up?
Customer: We have had this working but we changed Cable cos.
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. What's the make / model of your internet modem / router device?

Are you able to go to the Wireless / settings / Wireless Setup Wizard on the printer's screen?

Please reply at the box below. Thank you,

Expert:  Viet - Printer Tech replied 1 month ago.

Can we do a remote support session, so I can troubleshoot the issue directly on your computer together with you?

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

Expert:  Viet - Printer Tech replied 1 month ago.

Are you able to make a copy from the printer's glass (not printing from the computer)?

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