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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.
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6978 printer will only print one page then I need to shut it

Customer Question

6978 printer will only print one page then I need to shut it down and reboot computer
JA: What's the exact make and model of your printer, and can you guesstimate how old it is?
Customer: HP office Jet Pro 6978 and just bought it from Office Max about a week ago
JA: What kind of computer are you printing from (Mac or PC)? What Operating System (OS) are you running?
Customer: windows 10 Pro
JA: How long has this been an issue? What happened right before this popped up?
Customer: It was working fine. I just installed a D link router trying to set up a wireless network. When I came home from being out today the router had shut down. Since then have not been able to print. Shut down the router and tried to install software via the usb cable on back of printer.
JA: Anything else you want the printer expert to know before I connect you?
Customer: When I try to reinstall the driver I get to the screen that tells me to plug the cable in. Cable is in but nothing happens
Submitted: 10 months ago.
Category: Printers
Expert:  arsufi2002 replied 10 months ago.

Hi,

My name is***** am sorry to hear that you have this issue, I look forward to assisting you today with your question and providing the best answer possible.

Please save this page to favorites( ctrl + d) so that you can reconnect in case you get disconnected

Expert:  arsufi2002 replied 10 months ago.

Probably the printer ip address has changed after router power off. So your system was not able to find printer on old ip address..

I believe if we could able to reserve ip address for printer, we can resolve this issue

Expert:  arsufi2002 replied 10 months ago.

Let me know when you are back..

Thanks

Customer: replied 10 months ago.
How do I reset the IP address
Expert:  arsufi2002 replied 10 months ago.

Hi

Expert:  arsufi2002 replied 10 months ago.

Please login to router

Customer: replied 10 months ago.
how do I login to router
Expert:  arsufi2002 replied 10 months ago.

Are you there

Expert:  arsufi2002 replied 10 months ago.

Can i have a remote session with your computer..

Expert:  arsufi2002 replied 10 months ago.

Request you to download and run below tool on your computer if you are ready..

http://www.justanswer.com/remotedesktop/join.aspx?Session=c10904b8-f1db-4170-9a75-c702c6bb926b

Procedure:

  1. Click above link
  2. Click " I Agree"
  3. Click "Download"
  4. Double click file to run
Expert:  arsufi2002 replied 10 months ago.

Is it done

Customer: replied 10 months ago.
Tomorrow I am going to bed
Expert:  arsufi2002 replied 10 months ago.

ok.

See you tomorrow. Have sweet dreams...

Message when are you back...

Thanks

Expert:  arsufi2002 replied 10 months ago.

Hello sir,

Didn't find you back..

Let me know you are still waiting for answer

Customer: replied 10 months ago.
After my last communication with you, the printer died completely. So I returned it to the store receoved a refund and bought another brand which is working fine. So please terminate this question. Thanks for your help
Expert:  arsufi2002 replied 10 months ago.

Great...

I shall forward question to concern department for cancellation.

Thank you for contacting Just Answer

Have a Great Day