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MY BROTHER PRINTER IS NOT PRINTING BECAUSE TI DOES NOT HAVE…

MY BROTHER PRINTER IS...

MY BROTHER PRINTER IS NOT PRINTING BECAUSE TI DOES NOT HAVE A DRIVER. I TRIED TO DOWNLOAD THE SOFTWARE AND IT DOESN'T DOWNLOAD. IS THE PC MATIC ANTI VIRUS SOFTWARE PREVENTING ME FROM DOWNLOADING TO MY PRINTER?

Technician's Assistant: How are you connecting to your Brother printer: wirelessly or by USB?

WIRELESS

Technician's Assistant: When did you last update the printer driver software?

JUST A LITTLE WHILE AGO. IWAS ON THE PHONE WITH CUSTOMER SERVICE AND WE TRIED TO DOWNLOAD THE SOFTWARE.

Technician's Assistant: Anything else you want the Printer Expert to know before I connect you?

SHE TOLD ME IT MIGHT BE THE FIREWALL THATS PREVENTING ME FROM DOWNLOADING THE SOFTWARE TO MY PRINTER. I GOT THE WITH HER ABOUT 10 MINUTES AGO. SHE SAID CONTACT YOU.

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Answered in 1 minute by:
3/12/2018
Cody
Cody, Senior Systems Administrator
Category: Computer
Satisfied Customers: 3,889
Experience: Systems Administrator
Verified

Hello. My name is ***** ***** I will be assisting you today.

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Can I remotely connect to your computer, so I can troubleshoot this issue with you?

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Customer reply replied 4 months ago
I tried to download software to my computer and wouldn't download. the brother specialist said it might be a firewall that's preventing the download.
Customer reply replied 4 months ago
are you there??
Customer reply replied 4 months ago
WHY CAN'T SHE CALL ME?
Customer reply replied 4 months ago
CAN SHE HELP ME?

yes one moment

Cody
Cody, Senior Systems Administrator
Category: Computer
Satisfied Customers: 3,889
Experience: Systems Administrator
Verified
Cody and 87 other Computer Specialists are ready to help you
Ask your own question now

go here to connect me; https://tinyurl.com/ycw34xgk
This will download a file named Elsinore.ScreenConnect.Client
Double click on this file to run it and connect me remotely.

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Customer reply replied 4 months ago
WHY CANT SEND ME MESSAGES ON MY COMPUTER? YOU JUST CHARGED ME $ 39.00 FOR NOTHING. IF YOU CAN"t HELP WHY DID YOU CHARGE ME?
Customer reply replied 4 months ago
ARE YOU THERE??????

I'm connected

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can you connect me again after the restart?

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Customer reply replied 4 months ago
Just tell me what to do. You will be on my screen?
Customer reply replied 4 months ago
How long does it take to restart?

not long, what is it doing?

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Customer reply replied 4 months ago
It's just black. When I click the mouse just see the little blue circle

power it off/on manually

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Customer reply replied 4 months ago
Ok
Customer reply replied 4 months ago
Still not coming on. Stays black

can you press ctrl alt delete ?

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Customer reply replied 4 months ago
I did. No response.
Customer reply replied 4 months ago
Do I need to call HP?
Customer reply replied 4 months ago
Looks like Murphy's law is up and running today!
Customer reply replied 4 months ago
Can you call me. My # is(###) ###-####

try to power it off, unplug any power. Press power button 10 times.

plug power back in, power it on

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Customer reply replied 4 months ago
I did that it's still not working?

try pressing F8 on startup repeatedly, then safe mode with networking

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Customer reply replied 4 months ago
I did. No response

how old is it? may need to call HP if its not powering up now

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