How JustAnswer Works:
  • Ask an Expert
    Experts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional Answer
    Via email, text message, or notification as you wait on our site. Ask follow up questions if you need to.
  • 100% Satisfaction Guarantee
    Rate the answer you receive.
Ask John Your Own Question
John
John, Computer Science Engineer
Category: Printers
Satisfied Customers: 5077
Experience:  CompTIA A+ & Microsoft Certified Professional with 15 years of experience repairing computers and printers.
23822421
Type Your Printers Question Here...
John is online now
A new question is answered every 9 seconds

I can't get my Dell V313w-copy,printer,scanner to scan

Customer Question

I can't get my Dell V313w-copy,printer,scanner to scan an image. When I try to scan something is says cannot retrieve application list . I chatted with dell out of warranty support and they said I need to contact a hardware technician but i doubt it is
a hardware issue so much because I never use it. It is too low on color ink though.I tried to copy something and they light came on like it was scanning the image but just printed out the paper blank. I'm trying to scan something to my computer so I can email
it. Can you help ?
Submitted: 1 year ago.
Category: Printers
Expert:  Freddy M. replied 1 year ago.

Hello my name is***** do not rate until we are finished. I look forward to assisting and am very sorry to hear that you are having this problem. Can you print ok? What version of windows or mac is on the computer?

Customer: replied 1 year ago.
No, I haven't been able to print . I have windows 7 home premium service pack 1.
Expert:  Freddy M. replied 1 year ago.

What happens when you try to print?

Expert:  Freddy M. replied 1 year ago.

How is it connected to the computer?

Customer: replied 1 year ago.
My computer says printing page 1 of 1 but nothing prints
Expert:  Freddy M. replied 1 year ago.

How is it connected to the computer?

Customer: replied 1 year ago.
There is a usb plug that runs from the back of the printer to the back of my computer
Expert:  Freddy M. replied 1 year ago.

Ok please disconnect and reconnect both ends, then try to cancel that job and test again.

Customer: replied 1 year ago.
still nothing
Expert:  Freddy M. replied 1 year ago.

Were you able to cancel the pending job?

Customer: replied 1 year ago.
There was nothing for me to cancel. The windows closed
Expert:  Freddy M. replied 1 year ago.

Click on start and then devices and printers. Right click on the printer and click on whats printing. Then in the window that opens right click on the print job and click cancel. Then try printing something for me.

Customer: replied 1 year ago.
everything cleared out except 1 thing
Customer: replied 1 year ago.
1 item is left and under status it says deleting..
Expert:  Freddy M. replied 1 year ago.

Click on start and then in the search box type in service.msc

Press enter on the keyboard, in the window that opens find print spooler in the list.

Click on it and then click on stop, wait 5 minutes then in that same window click on start.

After that try to print something.

Customer: replied 1 year ago.
nothing comes under services msc.
Customer: replied 1 year ago.
or service.msc
Expert:  Freddy M. replied 1 year ago.

services.msc

you are missing the period and have a space instead

\

Expert:  Freddy M. replied 1 year ago.

It should be exactly the way I have it services.msc

Customer: replied 1 year ago.
oh okay. what is a spooler ?
Expert:  Freddy M. replied 1 year ago.

The print spooler is a service without it you would not have a print que.

Customer: replied 1 year ago.
okay. I clicked stop
Expert:  Freddy M. replied 1 year ago.

Ok wait a few minutes and then click on start in that same window where you had stop before.

Customer: replied 1 year ago.
ok
Expert:  Freddy M. replied 1 year ago.

Let me know the results once you have, please do not reply until then this site forces me to be the last to reply on the page.

Customer: replied 1 year ago.
nothing printed. same thing. It just said printing page 1 of 1 then the window closed
Expert:  Freddy M. replied 1 year ago.

When was the last time it printed properly?

Customer: replied 1 year ago.
I can't remember
Expert:  Freddy M. replied 1 year ago.

Has it ever worked properly on this computer before?

Customer: replied 1 year ago.
Expert:  Freddy M. replied 1 year ago.

Click on the windows start button and in the search box type printers and press enter.

Right click on your machine and any copies of it and click on delete.

Then disconnect the cable connecting it to the computer.

You will need to restart the computer, you can get back to me by going to justanswer.com and looking under my questions.

Restart the computer and reinstall the printer.

Only connect the usb cable when the computers asks you to or when the installation is finished.

Do not test the machine yet instead restart the computer again and then test it.

Let me know the results either way.

Customer: replied 1 year ago.
it doesnt give me just a delete option but it does say delete print in que
Expert:  Freddy M. replied 1 year ago.

It may say remove device instead of delete.

Customer: replied 1 year ago.
Do i need to remove the picture that says fax and the one that says document writer ?
Expert:  Freddy M. replied 1 year ago.

Just the one for your printer the others you can ignore.

Customer: replied 1 year ago.
I will restart my computer then come back to you to help uninstall and so forth
Expert:  Freddy M. replied 1 year ago.

You just did the uninstall, to reinstall you would either run the disc it came with or use this driver download: Click Here

Customer: replied 1 year ago.
okay where do I go on the link ?
Expert:  Freddy M. replied 1 year ago.

Go down and expand driver for os it is the download listed there, make sure you restart the computer first.

Customer: replied 1 year ago.
I restarted it after I deleted the printer is that okay ?
Expert:  Freddy M. replied 1 year ago.

Yes that is fine, now reinstall the printer using that download.

Only connect the usb cable when the computers asks you to or when the installation is finished.

Do not test the machine yet instead restart the computer again and then test it.

Let me know the results either way.

Customer: replied 1 year ago.
the download appears to be done it s in the bottom left hand part of my screen but don't see anything else. should anything else open or need to be opened ?
Customer: replied 1 year ago.
nevermind it's extracting
Expert:  Freddy M. replied 1 year ago.

You would need to click on it to run it/open it.

Expert:  Freddy M. replied 1 year ago.

That works as well.

Customer: replied 1 year ago.
Do I choose -" i am installing the printer for the first time " ? or"my printer is already set up I'm installing it on a new comptuer " ?
Expert:  Freddy M. replied 1 year ago.

Choose the first time option.

Customer: replied 1 year ago.
my printer is wifi capable should I connect with wifi or usb ?
Expert:  Freddy M. replied 1 year ago.

If you are using usb right now choose usb, it is more reliable than wifi.

Customer: replied 1 year ago.
its not plugged in right now but okay
Expert:  Freddy M. replied 1 year ago.

Chose usb but plug it in when the computer asks you to.

Customer: replied 1 year ago.
okay I did . it says please allow a few minutes
Expert:  Freddy M. replied 1 year ago.

Ok

Customer: replied 1 year ago.
it hasn't asked me to restart the computer yet
Expert:  Freddy M. replied 1 year ago.

It may not ask you to at all, even if it does not restart before testing. It could take a while to install just let it run.

Customer: replied 1 year ago.
okay so don't print the sample page it's showing me to ?
Expert:  Freddy M. replied 1 year ago.

You can if you would like to but I would not, I would restart before trying to print anything.

Customer: replied 1 year ago.
No thanks Ill uncheck the box and click continue though
Expert:  Freddy M. replied 1 year ago.

Ok before testing it restart the computer.

Customer: replied 1 year ago.
Okay. I clicked continue. It mentioned installing the latest firmwire now a view download window opened up
Expert:  Freddy M. replied 1 year ago.

If you do not have the latest firmware already you would want to install that as well.

Customer: replied 1 year ago.
its asking me do I want to run or save this program ? Dell v310 v5 exe
Expert:  Freddy M. replied 1 year ago.

You would want to run it.

Customer: replied 1 year ago.
okay it's updating firmware
Expert:  Freddy M. replied 1 year ago.

Okay.

Customer: replied 1 year ago.
okay it was successful. now go ahead and restart the computer ?
Expert:  Freddy M. replied 1 year ago.

Yes please do. Make sure to click finish/close in any open windows.

Customer: replied 1 year ago.
okay should I try printing or scanning ?
Expert:  Freddy M. replied 1 year ago.

Try printing first please, then if it goes through properly try scanning.

Customer: replied 1 year ago.
Okay I got an error. Dell V310 series(usb): USB001
COMMUNICATION NOT AVAILABLE
THE PRINTER CANNOT COMMUNICATE WITH THE COMPUTER
TRY THESE SOLUTIONS :
Ensure printer is powered on'
disconnect and reconnect the printers power cable
disconnect and reconnect the USB cable
Check your Firewall settings to ensure dleacoms.exe is not blocked
if you are on a wireless network, verify the printer and computer are within range of the wireless network
restart your computer
for additional assistance, launch dell service center
from the support tab of the dell printer home.
Expert:  Freddy M. replied 1 year ago.

That normally means the usb cable itself is not working properly. Disconnect and reconnect both ends, if the same thing happens you normally want to try a different cable.

Customer: replied 1 year ago.
samething happened. keep in mind I only have black ink really
Expert:  Freddy M. replied 1 year ago.

Ok as I mentioned then you would normally want to try a different cable. Having only black ink would not cause this error. This error occurs if the computer cannot "speak" to the printer through the cable and could be hardware related.

Customer: replied 1 year ago.
okay. I don't have another cable at this time
Expert:  Freddy M. replied 1 year ago.

You can take all the time you need to try it. If you use a wireless router for your internet you could try to install again using the wifi option. That would bypass the cable but is only possible if you use a wireless router for the internet.

Customer: replied 1 year ago.
ive got a netgear thing here . I don't know jack about computers
Expert:  Freddy M. replied 1 year ago.

Netgear most likely would be a wireless router you would need to know the network name and password ***** try and connect the printer that way. Whoever set up the router should know the network name and password. Otherwise I would try another cable even if I borrow one from someone as that will be a lot easier. If the same thing happens I hate to say it but you would indeed have a hardware problem in the printer itself caused by a failing board.

Expert:  Freddy M. replied 1 year ago.

let me know if you get stuck.