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Hello and thank you for contacting JustAnswer, my name is ***** ***** I will be happy to assist you today.
Sounds like we need to uninstall and reinstall your printer drivers, have you tried that yet?
Are you connecting it through Wifi or wired?
Please ignore those, as they are automated by the website
There would be an extra fee for phone support, but I can gladly walk you through it on here
Certainly. One moment while I type out some instructions for you
Does your laptop use windows 10?
Do you know what version of windows it has?
First we need to uninstall all instances of the currently installed drivers.
On your laptop:
Please let me know when this is done so we can proceed to the next step
That is correct. We need to remove it all and start fresh
Just through the uninstall method we are doing
You sure can
Next, from here download the "Drivers and Utilities Combo Package"
Once downloaded, install them
Just the Combo package for now
Okay, let me know if you have any questions
Is your printer connected wired or wireless?
One moment while I type some instructions
On the printer:
Okay, let me know if you run into any issues
Let's make sure it is working fine before changing the ink. You finished the setup on your computer?
Go ahead and try the test print real fast, then we will change the ink
Okay great, one moment while I type out how to change the ink
Which sheet? Did you not change the ink yet?
I am going to do a remote session as a courtesy
Please download and run this file so I may connect:
I'm glad we got everything up and running with your printer, would you mind rating my service today so I can get credit for assisting you?