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There are no printers listed when I go to add a printer

Customer Question
There are no printers listed when I go to add a printer
Submitted: 2 years ago.Category: Printers
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Answered in 1 minute by:
12/30/2015
Technician: Michelle, Printer Expert replied 2 years ago
Michelle
Michelle, Printer Expert
Category: Printers
Satisfied Customers: 5,759
Experience: B.Sc. Computer Science with Honors
Verified

Hi, My name is ***** ***** i will be assisting you

how are you connecting printer to computer..usb cable or wifi

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Customer reply replied 2 years ago
wi fi
Technician: Michelle, Printer Expert replied 2 years ago

please click here and download and install the software compatible with el capitan

download the drivers and utilities combo package and it should get installed

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Technician: Michelle, Printer Expert replied 2 years ago

let me know if you face any difficulty or in case you have already tried the above

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Technician: Michelle, Printer Expert replied 2 years ago

let me know the status once done

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Customer reply replied 2 years ago
i have done that ... and i get as far as the screen that says i need to install the printer queue ... then there are NO printers in the list
Technician: Michelle, Printer Expert replied 2 years ago

would it be fine if i remote connect and check the issue myself

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Customer reply replied 2 years ago
yep sure will
Customer reply replied 2 years ago
what do i need to do ?
Technician: Michelle, Printer Expert replied 2 years ago

click here for remote access

in the page that opens click on agree

download and open\run the file

allow it to install

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Customer reply replied 2 years ago
cannot open it ... I use a mac
Technician: Michelle, Printer Expert replied 2 years ago

please open the website www.teamviewer.com

in the page that opens click on start full version

it will download a file teamviewer exe

click on the file to open\run it

once its installed, the temviewer window will open

let me know the id and password ***** on left side of the window

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Customer reply replied 2 years ago
will i be able to open an exe file on a mac?
Technician: Michelle, Printer Expert replied 2 years ago

yesteamviewer works on mac

even the earlier link would have worked

try teamviewer

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Technician: Michelle, Printer Expert replied 2 years ago

click on the mac icon on page for macversion

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Customer reply replied 2 years ago
i tried the earlier link and it said there was no app to open it i have opened and there is no id or password ***** wants me to set up a password ***** unattended access
Technician: Michelle, Printer Expert replied 2 years ago

ok no problems..we will continue on chat

is the printer connected to wifi

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Technician: Michelle, Printer Expert replied 2 years ago
  1. is the wifi light on or flashing
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Customer reply replied 2 years ago
it is on
Customer reply replied 2 years ago
PASS wireless network name (SSID) check
PASS communication mode check
PASS security mode check
PASS mac address filtering check
PASS security key / password *****
PASS IP address check
PASS Detailed IP Setup check
Customer reply replied 2 years ago
I can give you the rest of the report "Network Status" if it will help
Technician: Michelle, Printer Expert replied 2 years ago

ok click here and download teamviewer for mac

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Customer reply replied 2 years ago
id 784 637 836 password 5733
Technician: Michelle, Printer Expert replied 2 years ago

ok

keep teamviewer open

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Customer reply replied 2 years ago
ok i restarted and it does not print
Customer reply replied 2 years ago
should I try turning off the printer and restarting it?
Technician: Michelle, Printer Expert replied 2 years ago

yes please

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Customer reply replied 2 years ago
no did not work ... same message "stopped - 'Filter' failed, 1 pagethis is a different message than what i was getting when i first contacted you ... it had been cannot find the printer / there is no printer connected
Customer reply replied 2 years ago
will be back in about 30 minutes
Technician: Michelle, Printer Expert replied 2 years ago

i have tried all possibilities and have searched for this issue. most of the users have rectified by attempting installation multiple times. However i would not say that it is a viable approach

i will therefore opt out and open this question to my fellow experts for their opinion

you will be notified via email once an expert replies

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Customer reply replied 2 years ago
okthank you very much for your time and effort.dottie
Technician: Jason Jones, Technician replied 2 years ago
Jason Jones
Jason Jones, Technician
Category: Printers
Satisfied Customers: 17,409
Experience: 10+ years work experience.
Verified

Hello,

I will be the person helping you today.

I can see that you may need a little bit of extra help.

May I ask if you still need help with this problem? If so, may I start a screen sharing session on your computer and help you resolve the problem?

Once the remote session begins, we will be able to communicate via a chat window on your computer.

Thank you,
Jason

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Customer reply replied 2 years ago
i still cannot print
Technician: Jason Jones, Technician replied 2 years ago

After you click the "Accept this offer" button for the remote service, the remote link will be posted here. That will be the last charge for today.

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Customer reply replied 2 years ago
I am not going to pay another $45. the other tech tried that and couldn't fix it . I have already paid $23 and would like to get it solved for that amount.
Technician: Jason Jones, Technician replied 2 years ago

The cost is there because it will take more of my time. If I remote in, at no cost, that means I would be working for free. If for some reason I am not able to fix the problem, you can always get a refund.

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Customer reply replied 2 years ago
Then I will just request a refund of the $23 I already paid and was not able to get the problem fixed
Technician: Jason Jones, Technician replied 2 years ago

Thank you. I will send that up for you.

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Customer reply replied 2 years ago
Thanxdottie
Technician: Robert M., Consultant replied 2 years ago
Robert M.
Robert M., Consultant
Category: Printers
Satisfied Customers: 9,152
Experience: 30+ yrs. experience in NYC computer industry working with PC and networks, banks, brokerage, legal etc.
Verified

can you see the printer from any other computer or device on the network ?

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Ask John Your Own Question
John
John
John, Computer Science Engineer
Category: Printers
Satisfied Customers: 5,081
5,081 Satisfied Customers
Experience: CompTIA A+ & Microsoft Certified Professional with 15 years of experience repairing computers and printers.

John is online now

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