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I am having trouble getting my printer to print from my

Customer Question
goodmorning JA: Hi. What is your...
goodmorning
JA: Hi. What is your issue regarding?
Customer: Hi I am having trouble getting my printer to print from my laptop
JA: What's the exact make and model of your printer, and can you guesstimate how old it is?
Customer: hp officejet 5740
JA: What kind of computer are you printing from (Mac or PC)? What Operating System (OS) are you running?
Customer: dell laptop inspiron 15 windows 8 but upgraded to 10
JA: How long has this been an issue? What happened right before this popped up?
Customer: I'm not sure I just went to print and it wouldn't print it did say on the computer screen the printer had lost connection with the computer
JA: Anything else you want the printer expert to know before I connect you?
Customer: I think that's all
Submitted: 1 year ago.Category: Printers
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Answered in 8 minutes by:
12/31/2016
Technician: Byron, Computer Support Specialist replied 1 year ago
Byron
Byron, Computer Support Specialist
Category: Printers
Satisfied Customers: 3,064
Experience: CCNA, A+, MCSE with over 12 years experience.
Verified

Hi. My name is***** you for your question and the opportunity to assist.

Is your printer wireless or is it connected to your computer with a USB cable?

Please reply below using the "Type your reply here" box, clicking
Send when complete and I'll be able to see your response and help you.

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Customer reply replied 1 year ago
Wireless
Customer reply replied 1 year ago
No I would just like to know how to get my printer working
Technician: Byron, Computer Support Specialist replied 1 year ago

Thank you.

If the printer is wireless, you sometimes get that message on your computer because the printer has lost it's connection

to your router so please try this. Unplug both your printer and your router for 60 seconds.

Plug back in your router only and allow it 2 minutes to fully start up and then plug

the printer back in and it will automatically try to connect to the router.

If you've been sending print jobs to the printer you may need to delete those jobs first

before you'll be able to print.

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Customer reply replied 1 year ago
I am not satisfied with the response still unable to get printer working
Technician: Byron, Computer Support Specialist replied 1 year ago

Hi. Is your computer a Windows 10 machine?

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Customer reply replied 1 year ago
The laptop was windows 8 but upgraded to windows 10 I think
Technician: Byron, Computer Support Specialist replied 1 year ago

If you're using Window 10

Right-click the start menu button and select Run.
In the Run box type: services.msc and click OK.
In the Services window scroll down to Print Spooler.
Right-click on it and select Stop. Once stopped, minimize the window
as you'll be re-starting the service shortly.
Right click the start menu button again and open File Explorer.
From the menu on the left select This PC. On the right-side of the window,
double-click your C: drive to open it.
Go to this folder and delete all the contents:
C:\Windows\System32\Spool\Printers
Some files may be in use and won't delete. That's OK. Leave them be.
Close File Explorer on re-open the Services window.
Right-click on Print Spooler and select Start.

Close the Services window. All pending print jobs have now been cancelled.

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Customer reply replied 1 year ago
Not happy with service just want my money back
Customer reply replied 1 year ago
This situation should have been resolved in less than 30 minutes but still has not been resolved.
Technician: Byron, Computer Support Specialist replied 1 year ago

Can you print out a network status report from the printer and let me know the following.

IPv4 address

Default Gateway

Subnet Mask.

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Customer reply replied 1 year ago
Ip 192.168.1.152
Subnet 255.255.255.0
Default 192.168.1.1
Technician: arsufi2002, Technician replied 1 year ago
arsufi2002
arsufi2002, Technician
Category: Printers
Satisfied Customers: 1,485
Experience: Experience in all major branded printers
Verified

Hi,

My name is ***** ***** of the expert in printer category. I would like to assist you with your issue and would be your next active expert

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Technician: arsufi2002, Technician replied 1 year ago

ok,

Could you please do this on your computer...

Open Command Prompt and see you can ping to printer

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Technician: arsufi2002, Technician replied 1 year ago

Let me know if you are ready for a secure remote session where I can connect your machine & do the job while you see what I am doing...

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Technician: arsufi2002, Technician replied 1 year ago

waiting for your reply

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Customer reply replied 1 year ago
Is there another charge
Technician: arsufi2002, Technician replied 1 year ago

Just 10$.

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Technician: arsufi2002, Technician replied 1 year ago

You will not get charged until you get a satisfied answer

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Customer reply replied 1 year ago
Never mind ������
Technician: arsufi2002, Technician replied 1 year ago

Hope you are ready..

Shall I proceed

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Technician: arsufi2002, Technician replied 1 year ago

Please accept the offer go for secure remote session

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Technician: arsufi2002, Technician replied 1 year ago

Once accepted, you may please download and run remote tool secure remote tool

http://www.justanswer.com/remotedesktop/join.aspx?Session=a8b51da8-583e-4e25-a117-ecc5e582fbfd

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Technician: arsufi2002, Technician replied 1 year ago

Procedure:

  1. Click Above link
  2. Click "I Agree"
  3. Click "Download"
  4. Save File and double click to run program
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Technician: arsufi2002, Technician replied 1 year ago

Let me know when its done...

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Technician: arsufi2002, Technician replied 1 year ago

waiting for your reply

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Technician: arsufi2002, Technician replied 1 year ago

Are you still there...

If you don't want remote desktop session, we can continue troubleshooting on this screen without extra payment

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Technician: arsufi2002, Technician replied 1 year ago

Didn't find you back..

Please let me know if you are still waiting for answer

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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.

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