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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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I am having trouble getting my printer to print from my

Customer Question

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: 6 months ago.
Category: Printers
Expert:  Byron replied 6 months ago.

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.

Customer: replied 6 months ago.
Wireless
Customer: replied 6 months ago.
No I would just like to know how to get my printer working
Expert:  Byron replied 6 months 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.

Customer: replied 6 months ago.
I am not satisfied with the response still unable to get printer working
Expert:  Byron replied 6 months ago.

Hi. Is your computer a Windows 10 machine?

Customer: replied 6 months ago.
The laptop was windows 8 but upgraded to windows 10 I think
Expert:  Byron replied 6 months 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.

Customer: replied 6 months ago.
Not happy with service just want my money back
Customer: replied 6 months ago.
This situation should have been resolved in less than 30 minutes but still has not been resolved.
Expert:  Byron replied 6 months ago.

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

IPv4 address

Default Gateway

Subnet Mask.

Customer: replied 6 months ago.
Ip 192.168.1.152
Subnet 255.255.255.0
Default 192.168.1.1
Expert:  arsufi2002 replied 6 months ago.

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

Expert:  arsufi2002 replied 6 months ago.

ok,

Could you please do this on your computer...

Open Command Prompt and see you can ping to printer

Expert:  arsufi2002 replied 6 months 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...

Expert:  arsufi2002 replied 6 months ago.

waiting for your reply

Customer: replied 6 months ago.
Is there another charge
Expert:  arsufi2002 replied 6 months ago.

Just 10$.

Expert:  arsufi2002 replied 6 months ago.

You will not get charged until you get a satisfied answer

Customer: replied 6 months ago.
Never mind ������
Expert:  arsufi2002 replied 6 months ago.

Hope you are ready..

Shall I proceed

Expert:  arsufi2002 replied 6 months ago.

Please accept the offer go for secure remote session

Expert:  arsufi2002 replied 6 months 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

Expert:  arsufi2002 replied 6 months ago.

Procedure:

  1. Click Above link
  2. Click "I Agree"
  3. Click "Download"
  4. Save File and double click to run program
Expert:  arsufi2002 replied 6 months ago.

Let me know when its done...

Expert:  arsufi2002 replied 6 months ago.

waiting for your reply

Expert:  arsufi2002 replied 6 months ago.

Are you still there...

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

Expert:  arsufi2002 replied 6 months ago.

Didn't find you back..

Please let me know if you are still waiting for answer