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John
John, Engineer and electronic enthusiast for more than 12 years.
Category: Consumer Electronics
Satisfied Customers: 227
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I have padlocks on my printing preferences. How can I remove

Customer Question

I have padlocks on my printing preferences. How can I remove padlocks?
JA: What's the make/model of your device? How old is it?
Customer: I have an HP netbook windows 7. Printer is new HP 8710. Was working fine and suddenly padlocks appeared. When printing, it says ready and seems to be printing and then says error
JA: How long has this been going on? What troubleshooting have you tried?
Customer: I have tried computer trouble shooting with no fix. Started happening after an update
JA: Anything else you want the Electronics Expert to know before I connect you?
Customer: Seems like I just need to remove the padlocks from each of the printing preferences
Submitted: 1 month ago.
Category: Consumer Electronics
Expert:  Jason Jones replied 1 month ago.

Hello,

I am the person that will be helping you today. Before we begin, please, understand that responding to my questions does not cost more. Also, me responding does not cost more.

May I ask how the printer is connected to your system? (usb, wifi, network, etc)

I look forward to your response.

Thank you,
Jason

Customer: replied 1 month ago.
It's an HP Netbook. I have a new printer HP 8710. When printing it says ready. Seems to be printing But doesn't. When I check, it says error. I try trouble shooting but it cannot find a problem. This is a wireless printer but that's all working. The only problem I can find is padlocks on printing preferences.
Expert:  Jason Jones replied 1 month ago.

It may be that you are not signed in as an admin.

May I connect with you remotely to troubleshoot the issue directly? When the remote session begins, we will be able to communicate back and forth via a chat window that will appear on your computer screen.

Customer: replied 1 month ago.
Expert:  Jason Jones replied 1 month ago.

Thank you. Let's begin the remote help session now.

Follow the instructions below to begin the remote helping screen.

Remote page: http://remote.jasonfixedit.com

After clicking the link above, enter the following two digit number: 04 and click the circle button to start the remote application.
(After the file finishes downloading, please open the file and run it.)

Expert:  Jason Jones replied 1 month ago.

Hello again,

I see that you are not connected, yet.

Are you having any problems with running that remote application after it is downloaded?

Which Internet browser are you currently using (Internet Explorer, Firefox, Safari, or something of the like)?

Thank you,
***** *****

Customer: replied 1 month ago.
My firewall blocked the download
Expert:  Jason Jones replied 1 month ago.

Can you please, try again and tell your Firewall to allow it when asked?

Customer: replied 1 month ago.
My anti virus software blocked the download
Expert:  Jason Jones replied 1 month ago.

Let's try this another way.
Go to the following page: http://tinyurl.com/UltraViewerJason
- A file will be downloaded. Save that file and open it.
- After you run UltraViewer, it will give you an ID and Password. I need for you to give me the ID and Password ***** it shows you.
Please, give me both of the ID and password.
Keep in mind that you must keep the program running for me to connect. For this reason, please do not close it.

Customer: replied 1 month ago.
Perhaps I need to find another way to solve the problem. If we could talk by phone. Perhaps you could walk me through the steps
Expert:  Jason Jones replied 1 month ago.

I don't feel that a phone call would be the best option in this case. Are you having problems running the 2nd set of remote instructions that I sent to you? I have remotely connected to other systems scores of thousands of times, so there shouldn't be any reason why it won't run on your system. As long as you allow it to run, you should be okay.

Customer: replied 1 month ago.
I tried this and this page does not come up
Expert:  Jason Jones replied 1 month ago.

When you click the link, no page will come up. When you click the link, a file will download. After the file downloads, open it, run it, and give me the ID & password ***** displays to you.

Thank you.

Customer: replied 1 month ago.
Doesn't seem to be downloading anything
Expert:  Jason Jones replied 1 month ago.

Click this link: http://tinyurl.com/UltraViewerJason

When you do that, it will ask to save the file or run it. Choose to Run it.

Customer: replied 1 month ago.
I can't get this link to come up.
Expert:  Jason Jones replied 1 month ago.

It is working for me. Let's try the following link: http://wikisend.com/download/200280/UltraViewer_setup_5.0_en.exe

On the aforementioned page, click the Download File button and run the file after it downloads. Once it runs, give me the ID and password ***** gives you.

Thank you,

Jason

Customer: replied 1 month ago.
Would not come up
Expert:  Jason Jones replied 1 month ago.

It appears that working link I have given you does not work. Let's try one last time.

- Click this link: http://74.208.221.55

- Enter the code: 04

- Run the application.

Customer: replied 1 month ago.
This came up with a 667 after it. It says Jason's remote help page
Expert:  Jason Jones replied 1 month ago.

Very good. Now on the page, enter the 04 code in the code box and click the circle/arrow button.

Customer: replied 1 month ago.
A message box comes up
Expert:  Jason Jones replied 1 month ago.

Okay. What does the message box say?

Customer: replied 1 month ago.
Name
Subject
Message
Attachment
Expert:  Jason Jones replied 1 month ago.

Okay, close that window, please. That is not the correct page.

Expert:  Jason Jones replied 1 month ago.

Click this link: http://74.208.221.55:80

Does that bring up the remote page?

Customer: replied 1 month ago.
That does not come up
Expert:  Jason Jones replied 1 month ago.

Okay, let's forget about the remote connection. For some reason, your computer cannot access any of the websites for remote access.

When you click the Printing Preferences button, what happens?

Customer: replied 1 month ago.
There are padlocks on each of the selections
Customer: replied 1 month ago.
There is a star on User Specified Print Settings
Expert:  Jason Jones replied 1 month ago.

Can you sign into a different account to make changes to the preferences?

Customer: replied 1 month ago.
There are no other accounts
Expert:  Jason Jones replied 1 month ago.

When was the last time that you were able to make changes to the Printing Preferences?

Please, follow the instructions below to solve your problem:
- Hold both of the two following keys at the same time: Windows Key and the letter R key
- In the box that comes up, type the following and click OK: rstrui
- Choose to Restore to an earlier time > Click Next.
- Choose a date at least one week before you started experiencing your problem.
- Click NEXT > NEXT > NEXT.
- Your computer will restart and your issue will be gone.