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Richard
Richard, Technician
Category: Printers
Satisfied Customers: 38375
Experience:  Printer and scanner problem resolver for over 15 years
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Lyn. Power is on in the printer, but it reads on my computer

Customer Question

Lyn. Power is on in the printer, but it reads on my computer as being offline.
JA: Thanks. Can you give me any more details about your issue?
Customer: Neither my mac or my husbands surface can find the printer
JA: OK got it. Last thing — Technicians generally expect a deposit of about $18 to help with your type of question (you only pay if satisfied). Now I'm going to take you to a page to place a secure deposit with JustAnswer. Don't worry, this chat is saved. After that, we will finish helping you.
Submitted: 1 year ago.
Category: Printers
Expert:  Richard replied 1 year ago.

Thank you for your question, my name is ***** ***** I look forward to assisting you.

Please note, a rating is only needed when we are finished.

Can you please remove the power to the printer (so unplug it from the power socket).

Then wait 10 minutes, connect the power again to the printer, turn it on and tell me please if it is now operating correctly.

Let me know the results please

Customer: replied 1 year ago.
The printer is doing the same thing. Saying "The printer is not connected" and "Printing ...looking for the printer"
Expert:  Richard replied 1 year ago.

Can you tell me the make and model of the printer please

Customer: replied 1 year ago.
In System Preference, Printers & scanners, it says under Printers "Canon MG6200 "in use, Default"
Expert:  Richard replied 1 year ago.

Thanks

Right click it there and select printer properties

Then print a test page and tell me if that prints please

Customer: replied 1 year ago.
this is a mac. I do not know how to right click, but I did check if the printer would do tests and it printed out a test paper.
Expert:  Richard replied 1 year ago.

ok, so it prints out test prints from this Mac? And they look correct?

Customer: replied 1 year ago.
It now says idle, default. will try to print. Nope no go same words printer not connected and looking for printer
Customer: replied 1 year ago.
now in use with the orange dot
Expert:  Richard replied 1 year ago.

ok, strange as normally it would not be able print a test page... yet you indicate it can.

If its in use, it means it may be processing a job from another computer or device.

Is there anything else trying to print?

Customer: replied 1 year ago.
nothing in the print queue
Expert:  Richard replied 1 year ago.

ok, remove the power to your wifi router and the printer and wait 5 minutes.

Then connect the power to the wifi router and wait 5 minutes

Connect the power to your printer, restart the mac and tell me if it then prints please

Customer: replied 1 year ago.
Question. Remove power to wifi on computer?
Expert:  Richard replied 1 year ago.

No to the wif router please, the box that provides the wifi network

Customer: replied 1 year ago.
Afraid that is what you meant. I don't know how to do that and my husband (who does) is on a phone call that may go another 5 minutes. Can we leave this open and continue when he is free?
Customer: replied 1 year ago.
45 minutes
Expert:  Richard replied 1 year ago.

yes thats ok, but you just disconnect it from the power socket, so pull the power plug out from the wall

Customer: replied 1 year ago.
but I am going to let him do it. Will contact you when we do your latest corrections
Expert:  Richard replied 1 year ago.

thank you