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I cannot print and existing document from my computer! It

Customer Question
just prints out an empty...
I cannot print and existing document from my computer! It just prints out an empty page! It gives me an error message of 0-6101 bef. If I print from my email it will print the document! What is happening and why am I having this problem?
Submitted: 2 years ago.Category: Printers
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Answered in 16 minutes by:
8/3/2015
Technician: Michelle, Printer Expert replied 2 years ago
Michelle
Michelle, Printer Expert
Category: Printers
Satisfied Customers: 5,661
Experience: B.Sc. Computer Science with Honors
Verified

Hi my name is ***** ***** I will be the expert working with you today to help resolve your problem.

The document which you are printing is in what format.

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Customer reply replied 2 years ago
one of the documents I tried to print was just a random document that I was trying to make a copy of! The other document was in Microsoft Works. I just printed an email from an airline successfully from my email. That is all that works!
Technician: Michelle, Printer Expert replied 2 years ago

please let me know the operating system installed on your computer to which printer is connected

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Customer reply replied 2 years ago
I'm almost positive that its Windows 7. I had XP before!
Technician: Michelle, Printer Expert replied 2 years ago

click start..devices and printers..right click on hp printer icon..click on printer properties

click on print test page

let me know if it prints the test page or ejects out a blank sheet

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Customer reply replied 2 years ago
im having trouble finding the HP icon that i m supposed to right click on!
Technician: Michelle, Printer Expert replied 2 years ago

click start..control panel..hardware and sound..click on printers

let me know if you see the HP printer icon

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Customer reply replied 2 years ago
maybe I'm going blind! I do not see the HP icon
Technician: Michelle, Printer Expert replied 2 years ago

ok no problems..do you see the add printer option on the top in that same window

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Technician: Michelle, Printer Expert replied 2 years ago

click on add printer and follow the onscreen prompts by clicking next to add the printer

you may select usb or wirless option based on how the printer connects to computer

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Technician: Michelle, Printer Expert replied 2 years ago

let me know once the printer has been added and you see the hp printer icon

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Customer reply replied 2 years ago
im getting confused! It says that if I have a usb drive printer which is hooked to wires etc not to choose this option! This is what I have! The other one is asking me if I want to change to a wireless printer
Technician: Michelle, Printer Expert replied 2 years ago

There is an optional Remote Connect Service - Quick Resolution

Remote access is an optional additional service offer with a minimal one-time flat fee ($22). It is 100% safe which will allow me directly work on the problem and can be fixed quickly, you can sit back and watch your screen while i fix it for you. Let me know if you need the additional service or else we can continue with the service you have already opted for.
let me know if you want to opt for remote assistance

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Customer reply replied 2 years ago
This is kind of like team viewer which I've done with my computer saavy friend? Is that correct?
Technician: Michelle, Printer Expert replied 2 years ago

yes absolutely correct

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Technician: Michelle, Printer Expert replied 2 years ago

let me know if you would like me to remote access

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Customer reply replied 2 years ago
lets do it! Its getting late! I'll pay the additional $22. What do you need from me?
Technician: Michelle, Printer Expert replied 2 years ago

i am sending you the remote service offer in your email..please accept the offer

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Technician: Michelle, Printer Expert replied 2 years ago

please click on the below link

http://bit.ly/1Dhtzns

in the page that opens click on start meeting and install the join me

let me know the 9 digit code that you see on top left of the join me window

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Technician: Michelle, Printer Expert replied 2 years ago

please check your email and accept the remote service offer..once done follow the steps i gave above and install join me

once the join em window opens let me know the 9 digit code that you see on top left of the join me window so that i can remote connect

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Customer reply replied 2 years ago
603-842-750 thats the number! the rest of what I have to do is confusing me!
Technician: Michelle, Printer Expert replied 2 years ago

ok..i will connect

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Customer reply replied 2 years ago
OK All Im trying to do is connect and Im starting getting a million offers for all kinds of things! It becomes confusing
Customer reply replied 2 years ago
can you connect?
Technician: Michelle, Printer Expert replied 2 years ago

ok...please let me try an alternate method..give me a minute here

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Technician: Michelle, Printer Expert replied 2 years ago

in the meanwhile can you also open teamviewer and let me know the id and password ***** left side

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Customer reply replied 2 years ago
The number I saw was 603-842-750 Ill go to the team viewer screen
Technician: Michelle, Printer Expert replied 2 years ago

ok..let me know the id and pswd numbers on left side pane of teamviewer..do not close teamviewer..keep it open

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Customer reply replied 2 years ago
OK THE TEAM VIEWER NUMBER IS ***** 168 357 PASSWORD ***** *****
Technician: Michelle, Printer Expert replied 2 years ago

..if you get a message to authorise the connection please allow

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Customer reply replied 2 years ago
NOW ITS 6652
Customer reply replied 2 years ago
OF COURSE
Technician: Michelle, Printer Expert replied 2 years ago

please do not close teamviewer

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Technician: Michelle, Printer Expert replied 2 years ago

i am connecting..will message you..please leave the mouse

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Technician: Michelle, Printer Expert replied 2 years ago

I am connected.

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Technician: Michelle, Printer Expert replied 2 years ago
hi,
i got cutoff from teamviewer session as you were not responding on my chat messages. Connect the usb cable to the printer and the computer and complete the installation.
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Customer reply replied 2 years ago
I apologize! I fell asleep! I was exhausted! Did it get fixed?
Customer reply replied 2 years ago
MY printer is not answering to my computer! can someone help me with this? I was guarenteed 100% satisfaction?
Technician: Michelle, Printer Expert replied 2 years ago
Hi,
I kept waiting for your response during the installation
let me know if you would like me to continue further on this with remote access
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Customer reply replied 2 years ago
please
Customer reply replied 2 years ago
I want to finish this! I plugged in the cords to the back of the printer! Should I take them out? The printer is not responding!
Technician: Michelle, Printer Expert replied 2 years ago
please open teamviewer and let me know the id and password
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Customer reply replied 2 years ago
OK
Customer reply replied 2 years ago
password ***** *****
Customer reply replied 2 years ago
Do I need to disconnect t he wires again or am I OK for now?
Technician: Michelle, Printer Expert replied 2 years ago

ok please keep teamviewer open...i will connect

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Technician: Michelle, Printer Expert replied 2 years ago

leave the wires as it is

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Customer reply replied 2 years ago
OK IM just sitting here! I reconnected the wires to the back of the printer!
Technician: Michelle, Printer Expert replied 2 years ago

it seems you closed teamviewer

please open it and let me know the password

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Customer reply replied 2 years ago
Ill try again
Customer reply replied 2 years ago
OK it should be open ###-##-#### password ***** *****
Technician: Michelle, Printer Expert replied 2 years ago

ok

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Technician: Michelle, Printer Expert replied 2 years ago

i got cutoff but have been able to install the printer..try a test print

you can do so by clicking start..devices and printers..right click on hp printer icon..click on printer properties..click on print test page

let me know if it prints or not

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Technician: Michelle, Printer Expert replied 2 years ago
please try printing and let me know the status..i will be able to proceed further accordingly
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Customer reply replied 2 years ago
nothing is printing and I think that the printer is not responding to the computer at all
Customer reply replied 2 years ago
Hello Michelle or whoever will handle this call! I am back at the computer and as I had said before, after all the work you have done on team viewer, the computer and printer are not responding to each other! I am back on line and ready to finish fixing this! Please contact me now so we can do this!
Customer reply replied 2 years ago
Hello???
Technician: Michelle, Printer Expert replied 2 years ago
Please let me know what time you will be available online so that i can finish fixing this issue as each time the remote session times out and i do not get a response from your end
let me know the time and i will diagnose the issue further
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Customer reply replied 2 years ago
I'm ready anytime you are? I'm by the computer! Let me know? Jeff
Technician: Michelle, Printer Expert replied 2 years ago

Open control panel >>> devices and printers let me know if the hp printer has a yellow mark or a green check mark.

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Customer reply replied 2 years ago
Michelle, there is a yellow triangle at the bottom
Customer reply replied 2 years ago
Do you need to go in team viewer?
Customer reply replied 2 years ago
at 619 AM, the code is###-##-#### password ***** *****
Technician: Michelle, Printer Expert replied 2 years ago

i have installed the drivers and the driver installation was successful

since the problem seems to run in a loop i will opt out and open this question to my fellow experts for their advice

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Customer reply replied 2 years ago
Out of curiosity, do you believe that my printer is broken? Is that why you referred me to a technician?
Technician: Robert M., Consultant replied 2 years ago
Robert M.
Robert M., Consultant
Category: Printers
Satisfied Customers: 9,118
Experience: 30+ yrs. experience in NYC computer industry working with PC and networks, banks, brokerage, legal etc.
Verified

if the printer works from one program and not from the other i would think that the problem is with the program that is not printing. It is sending some codes that the printer does not understand.

now its possible the reason for this is a defective printer but its more likely that the problem is with the program itself or the specific document that you are trying to print.

I would be happy to take a look at it but i need to put up an additional service request and it looks like you already paid for at least one of those which hardly seems fair to you.

if you would like to contact billing at***@******.*** and work it out with them so you feel you are being billed fairly before you agree i would certainly understand.

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Technician: Robert M., Consultant replied 2 years ago
at the moment i cant even get the additional service request up so please talk to customer service***@******.*** or open another question directed to me so i can help you
http://www.justanswer.com/profile.aspx?PF=23372949&FID=125
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Robert M.
Robert M.
Robert M., Consultant
Category: Printers
Satisfied Customers: 9,118
9,118 Satisfied Customers
Experience: 30+ yrs. experience in NYC computer industry working with PC and networks, banks, brokerage, legal etc.

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