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Shefin
Shefin, Printer and Office Equip. Specialist
Category: Printers
Satisfied Customers: 5280
Experience:  Working as tech support specialist with a worldwide computer manufacturer.
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I have a Canon MG 5520 that has worked fine for over a year.

Customer Question

I have a Canon MG 5520 that has worked fine for over a year. Today I can't print from any device.
JA: Has your Canon done this before? And can you guesstimate how old it is?
Customer: no - it's probably 2-3 years old
JA: What kind of computer are you printing from (Mac or PC)? What Operating System (OS) are you running?
Customer: PC windows 10
JA: How long has this been an issue? What happened right before this popped up?
Customer: just today. nothing happened - I tried to print a document and it said printer was offline. I went to the printer and it was online
JA: Anything else you want the printer expert to know before I connect you?
Customer: nope that's it
Submitted: 9 months ago.
Category: Printers
Expert:  Shefin replied 9 months ago.

Hello!

Thank you for your question. I am Shefin and I look forward to helping you with your issue today.

How do you connect the printer to the computer? Using USB cable?

Do you have a printer USB cable with you?

Thank you!

S H E F I N

Customer: replied 9 months ago.
I connect wirelessly
Customer: replied 9 months ago.
over wifi network in my home
Expert:  Shefin replied 9 months ago.

Hi,

Are you able to print from other computers?

Do you have a printer USB cable with you? Just for setting up wireless?

Can I access your computer remotely and check the issue?

Thank you.

S H E F I N

Customer: replied 9 months ago.
I tried from another computer and it still wouldn't work
Expert:  Shefin replied 9 months ago.

Hi,

Please go to the link below, setup wireless once again on your printer, by following the instructions in the link.

https://support.usa.canon.com/kb/index?page=content&id=ART166643&actp=search&viewlocale=en_US&searchid=1477062781973

After setting up wireless on the printer, restart the computers and printer, then try printing anything.

If the issue persists, or you have any questions, please be back and let me know.

If you appreciate my service, please rate it EXCELLENT by clicking the EXCELLENT (5 Stars) and Submit. My goal is to provide you with excellent service – if you feel you have gotten anything less, please reply back, I am happy to address follow-up questions. Thank you for your business!

Thank you!

S H E F I N

Customer: replied 9 months ago.
I did that already - it connects to the wifi no problem - I just can't print from my laptop
Expert:  Shefin replied 9 months ago.

Hi,

If you have already done that and it said Connected t Access point on printer, please try reinstalling the printer driver.

Go to the link below, download and install latest driver for the printer.

https://www.usa.canon.com/internet/portal/us/home/support/details/printers/inkjet-multifunction/mg-series-inkjet/mg5520

Thank you.

S H E F I N

Customer: replied 9 months ago.
I did that. Still not working
Expert:  Shefin replied 9 months ago.

Hi,

Can I access your computer remotely and check the issue?

Thank you.

S H E F I N

Customer: replied 9 months ago.
sure
Expert:  Shefin replied 9 months ago.

Hi,

Please go to the link below, click I agree, download and run Elsinore Client software, so that I can access your computer.

http://www.justanswer.com/remotedesktop/join.aspx?Session=b0403826-48ea-4aca-953a-c3044c9ed2ca

Thank you.

S H E F I N