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Andy
Andy, Computer Consultant
Category: Computer
Satisfied Customers: 5316
Experience:  11yr exp, Comp Engg, Internet expert, Web developer, SEO
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My Toshiba C655 with Windows10,and my Brother MFC-J615W

Customer Question

My Toshiba C655 with Windows10,and my Brother MFC-J615W printer are both connected to my Comcast Router and have worked together for several years. A few days ago the computer stopped printing to the printer. The printer says it is off line, and all prints stop in the cue. Both units are still connected to the Router. Can you help?
JA: Just to clarify, what's the exact model of your Toshiba? And what operating system are you running?
Customer: Toshiba C655 on front label --using windows 10
JA: Have you installed any updates recently?
Customer: Windows 10 updated yesterday
JA: Anything else you want the computer expert to know before I connect you?
Customer: Not off hand
Submitted: 3 months ago.
Category: Computer
Expert:  Richard replied 3 months ago.

Thank you for your question, my name is ***** ***** I look forward to assisting you.

Please note, a rating is only needed when we are finished.

Can you please remove the power to the printer (so unplug it from the power socket).

Then wait 10 minutes, connect the power again to the printer, turn it on and tell me please if it is now operating correctly.

Let me know the results please

Customer: replied 3 months ago.
What am I going to do during the 10 minutes the printer is off?
Customer: replied 3 months ago.
No to the Securely connect
Customer: replied 3 months ago.
Are you going to answer my question
Customer: replied 3 months ago.
Are you there?
Customer: replied 3 months ago.
I unplugged the printer
Expert:  Richard replied 3 months ago.

yes I am here, you wait during the 10 minutes.

Customer: replied 3 months ago.
printer plugged in
Expert:  Richard replied 3 months ago.

ok, now try printing and let me know the results please

Customer: replied 3 months ago.
didn't print
Expert:  Richard replied 3 months ago.

Is it still giving the offline message or something else?

Customer: replied 3 months ago.
You have already charged my Visa acc't $5.00 and $31.00 I am going to file a complaint with Visa and have them cancel the $31.00 charge
Expert:  Richard replied 3 months ago.

You are referring to a service the website offers, which being optional, can be ignored if you do not wish to use it.

Please ignore it and reply here to my last question I sent you please

Customer: replied 3 months ago.
I am finished with you, and will call Visa right now
Expert:  Richard replied 3 months ago.

ok no problem