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I have a printer which I use to print via wifi on my phone a

Customer Question
Hi there I have a printer...
Hi there
I have a printer which I use to print via wifi on my phone a bit (am a teacher)
The printer is printing the first page and then stops with a recieving data message which can go on all day? Could you help?
JA: Just to clarify, what's the exact make and model of your machine?
Customer: It's a sorry for delay - a mfc-j57200w Brother
JA: What kind of computer are you printing from (Mac or PC)? What Operating System (OS) are you running?
Customer: Windows 10 - but I use my iPhone a lot too With the same results
JA: How long has this been an issue? What happened right before this popped up?
Customer: A week now
JA: Anything else you want the printer expert to know before I connect you?
Customer: That's it
Submitted: 1 year ago.Category: Printers
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Answered in 6 minutes by:
9/17/2016
Technician: Joel Kalman, Engineer replied 1 year ago
Joel Kalman
Joel Kalman, Engineer
Category: Printers
Satisfied Customers: 801
Experience: I am an MIT graduate with a Master of Science degree in Electrical Engineering from UC Berkeley.
Verified

Hello, I am pleased to have the opportunity to assist you. My name is ***** ***** I can help you solve your problem.

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Customer reply replied 1 year ago
Thanks desperate if you can help that will be wonderful
Customer reply replied 1 year ago
Been here all day trying to fix this - what should I do? Please
Technician: Joel Kalman, Engineer replied 1 year ago

What is the make and model of your printer? Is it an MFC-J572DW?

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Customer reply replied 1 year ago
it is
Customer reply replied 1 year ago
Brother
Technician: Joel Kalman, Engineer replied 1 year ago

What app are you using to print from your iphone?

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Customer reply replied 1 year ago
I don't have an app just downloaded it from a link on the email for example and then forward to printer - I do have the scan print brother app on my phone but I don't really use it - does this make sense?
Technician: Joel Kalman, Engineer replied 1 year ago

I got that you download some attached file from an email< but how do you "forward" it to the printer? I will check your images.

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Customer reply replied 1 year ago
Via safari sharing t
Technician: Joel Kalman, Engineer replied 1 year ago

Is it AirPrint via wifi?

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Customer reply replied 1 year ago
it is :)
Customer reply replied 1 year ago
I checked Internet connection - called company provider and all that's good
Technician: Joel Kalman, Engineer replied 1 year ago

Are you experiencing the problem every time you print and both from your iphone and from Windows 10?

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Customer reply replied 1 year ago
in fact it's not really printing at all from Windows at the moment
Technician: Joel Kalman, Engineer replied 1 year ago

Have you rebooted your wireless router? This is done by disconnecting the power cable for a few seconds and then reconnecting and allowing the router to reinitialize the router tables.

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Customer reply replied 1 year ago
Have to take another look - with iPhone it prints one page and then stops
Customer reply replied 1 year ago
I've done that
Technician: Joel Kalman, Engineer replied 1 year ago

Okay good.

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Customer reply replied 1 year ago
Also I've been unplugging the printer and then plugging it on - also reset the printer and it starts working a little and then stops again :( so if I want the full document to be printed (it's urgent) I need to keep on doing that which is rediculous ofcourse
Customer reply replied 1 year ago
It seems to refuse to cancel print as well or be turned off on the printer - basically just gets stuck - I have to unplug completely
Technician: Joel Kalman, Engineer replied 1 year ago

It is very common for the power switch logic to lock up. That is a minor problem that can be worked around. I use a power strip with a switch to turn my printer off and on.

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Customer reply replied 1 year ago
Okay?
Technician: Joel Kalman, Engineer replied 1 year ago

Now, when you say that you cannot cancel print, what do you mean by that. Are you canceling the print job in the print queue?

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Technician: Joel Kalman, Engineer replied 1 year ago

Is your printer connected wirelessly?

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Customer reply replied 1 year ago
When I c it is doing that stuck thing - I try to cancel the print so I can try resending it again on the actually printer - and it just stays stuck on cancel print like the picture above - it will stay like that all night
Customer reply replied 1 year ago
the printer is connected wirelessly
Technician: Joel Kalman, Engineer replied 1 year ago

I did not understand your previous comment. Too many errors in the statement. Please rephrase it, and also explain what you mean by "cancel".

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Technician: Joel Kalman, Engineer replied 1 year ago

Did you recently upgrade your operating system to Windows 10, and did this problem start immediately after that?

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Customer reply replied 1 year ago
No not at all
Technician: Joel Kalman, Engineer replied 1 year ago

What do you mean by this sentence: "I try to cancel the print so I can try resending it again on the actually printer."?

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Customer reply replied 1 year ago
it simply means trying to manually put the printer off without unplugging - it just remained stuck- so I had to put it off by unplugging - does that make sense now?
Customer reply replied 1 year ago
It has no bearing to the problem, I was trying to explain that the printer just remains stuck at some point after sending the document to it
Customer reply replied 1 year ago
Therefore, I have to physically unplug it to and start it again. The off button on the printer does not work
Customer reply replied 1 year ago
It remains with the recieving data message - or cancelling printing message until I unplug it. I hope that makes more sense?
Customer reply replied 1 year ago
I have not downloaded Windows 10 recently it was done some time back and it did not cause this problem.
Technician: Joel Kalman, Engineer replied 1 year ago

Do you know how to open your print queue and cancel a print job from there?

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Customer reply replied 1 year ago
No
Customer reply replied 1 year ago
From my computer
Customer reply replied 1 year ago
Or from the printer?
Customer reply replied 1 year ago
From the computer yes
Customer reply replied 1 year ago
From the phone no
Customer reply replied 1 year ago
On the actual printer I have only one way but like I said it just gets stuck
Technician: Joel Kalman, Engineer replied 1 year ago

Please open your print queue from your computer and see if there are any print jobs stuck in the queue.

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Customer reply replied 1 year ago
I don't belive that has any bearing - the printer remains stuck and says recieving data.. It will print one page prior to getting stuck. Is there a solution for it do u think?
Technician: Joel Kalman, Engineer replied 1 year ago

Yes. I think the problem is in the print queue on your computer, with the way the print drivers are installed on your computer, and/or with the way that your printer is connected to your wireless network.

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Customer reply replied 1 year ago
When I open the computer it says that the printer is off line (when it's not) when I look at the printer it is in that stuck state (recieving data or cancelling printer)
Customer reply replied 1 year ago
I think it would be the wireless network as that's all we use to communicate to the printer
Customer reply replied 1 year ago
if we look at that option that will be wonderful - the settings on the printer for the wireless would be the place to start?
Technician: Joel Kalman, Engineer replied 1 year ago

You keep saying "canceling printer", and you will not explain what you mean by that.

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Technician: Joel Kalman, Engineer replied 1 year ago

We can start with the wireless settings on the printer.

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Customer reply replied 1 year ago
Do u see the Red Cross on the printer - when it starts getting stuck on recieving data I press that to cancel print like so but it still remains in that state and there is no progress - so stuck - proceed to unplug that is when I start the process all over again. Hope that makes more sense
Customer reply replied 1 year ago
Please let's start with that
Customer reply replied 1 year ago
Am in the main settings what shoul I do now?
Technician: Joel Kalman, Engineer replied 1 year ago

Okay. That makes more sense. Thank you.

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Customer reply replied 1 year ago
Np
Technician: Joel Kalman, Engineer replied 1 year ago

Do you see a Network menu?

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Technician: Joel Kalman, Engineer replied 1 year ago

Go to WLAN.

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Customer reply replied 1 year ago
Ok done
Technician: Joel Kalman, Engineer replied 1 year ago

Please list the menus that you see there.

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Customer reply replied 1 year ago
Tcip/ip
WLAN assistant
Setup wizard
Wow/Aoss
Wps w/pin code
Wlan status
MAC address
Technician: Joel Kalman, Engineer replied 1 year ago

WLAN Assistant

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Technician: Joel Kalman, Engineer replied 1 year ago

Actually WLAM status would be a better place to start.

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Customer reply replied 1 year ago
It says I need a Cd rom - which I don't have at the moment - in that case say use set up wizard
Customer reply replied 1 year ago
I only have 10 mins before I have to leave ��
Technician: Joel Kalman, Engineer replied 1 year ago

First go to WLAN Status. Then WLAN Wizard. I got that you have to leave. When will you be able to return and continue this?

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Customer reply replied 1 year ago
Am back
Technician: Joel Kalman, Engineer replied 1 year ago

Okay, so what is the WLAN Status report?

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Customer reply replied 1 year ago
Sending u a photo now
Technician: Joel Kalman, Engineer replied 1 year ago

Photo did not arrive. Please just list the status.

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Customer reply replied 1 year ago
Seems strong the connection
Technician: Joel Kalman, Engineer replied 1 year ago

Okay. Got it now.

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Technician: Joel Kalman, Engineer replied 1 year ago

The SSID is awfully long. That should be the name of your wifi network. And the Comm. Mode should NOT be Infrastructure.

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Customer reply replied 1 year ago
That is the name of my wifi network (I should Change that) so how do is change the mode?
Technician: Joel Kalman, Engineer replied 1 year ago

Your printer is not properly connected to your wifi network. We need to go through the WLAN Wizard.

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Customer reply replied 1 year ago
do I
Customer reply replied 1 year ago
I've done that already and it has
Customer reply replied 1 year ago
Is connected - am doing it now again - but if it wasn't connected it wouldn't even print one page?
Customer reply replied 1 year ago
It prints one page and then gets stuck in recieving data ��
Technician: Joel Kalman, Engineer replied 1 year ago

Doing this interactively is not working. INFRASTRUCTURE is NOT the proper network configuration. I am surprised that it is printing even one page.

In order to reconfigure your router and your computer and your printer, I will need to establish a secure remote connection. There will be an extra charge for this premium service.

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Customer reply replied 1 year ago
What if you don't solve the problem?
Customer reply replied 1 year ago
How would you be able to access all of my devices - what would you need?
Customer reply replied 1 year ago
Information etc?
Technician: Joel Kalman, Engineer replied 1 year ago

Then I will refund all your charges. I would still need your cooperation. You would have to run the WLAN wizard one step at a time and only choose the options that I tell you to choose. I could login to your router from your computer and change the name of your wifi network, but then your computer would lose its internet connection, and you would have to reconnect with the new wifi network name. Hopefully we can communicate more quickly via remote chat session on your computer and avoid the long delays between AU and US.

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Technician: Joel Kalman, Engineer replied 1 year ago

Maybe we should not change your SSID. If you want to continue interactively, we can do that to get your printer configured correctly, but you have to follow my instructions and not do anything on your own.

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Technician: Joel Kalman, Engineer replied 1 year ago

You cannot simply say, "I've already done that", because you have not done it correctly. You should NOT be in INFRASTRUCTURE mode!

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Technician: Joel Kalman, Engineer replied 1 year ago

Also, we are probably going to have to reinstall your drivers, and that will again require a secure remote connection, so that it does not take forever.

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