How JustAnswer Works:
  • Ask an Expert
    Experts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional Answer
    Via email, text message, or notification as you wait on our site. Ask follow up questions if you need to.
  • 100% Satisfaction Guarantee
    Rate the answer you receive.
Ask John Your Own Question
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.
23822421
Type Your Printers Question Here...
John is online now
A new question is answered every 9 seconds

I have a Dell computer and a new HP printer. The printer

Customer Question

I have a Dell computer and a new HP printer. The printer works , but the Print setting on my computer still has the old printer name and the computer and printer won't talk.
JA: Just to clarify, what's the exact model of your HP? And what operating system are you running?
Customer: system is Windows 10. and Printer is HP OfficeJet Pro 6978
JA: Have you installed any updates recently?
Customer: no
JA: Anything else you want the computer expert to know before I connect you?
Customer: that's it.
Submitted: 2 months ago.
Category: Printers
Expert:  Jason Jones replied 2 months ago.

Hello,

I am sorry to hear about your problem. My name is ***** *****, I am a Tech Expert with over 20 years of experience and look forward to helping you today.

May I connect with you remotely to troubleshoot the issue directly?

I will be standing by, looking forward to your response.

Thank you,
Jason

Customer: replied 2 months ago.
Sorry. I can't let you do that. The screen where I would hit "print" shows the old printer , not the new one. How do I change that?
Customer: replied 2 months ago.
No.
Expert:  Jason Jones replied 2 months ago.

Have you ever been able to print to that printer from the computer?

Customer: replied 2 months ago.
No. I just got the new printer.
Expert:  Jason Jones replied 2 months ago.

Did you install the printer software on the computer?

Customer: replied 2 months ago.
the printer works because it printed out a color test.
Expert:  Jason Jones replied 2 months ago.

Did you print out the color test from the computer or from the printer?

Customer: replied 2 months ago.
I'm not sure. I think it is something the printer does as it is being set up.
Expert:  Jason Jones replied 2 months ago.

Please, do the following:
- Click the Apple icon on the top left
- Click System Preferences
- Click the Printer icon

Is the new printer listed in that list?

Customer: replied 2 months ago.
If you are talking about the Windows icon, it doesn't show System Preferences.
Customer: replied 2 months ago.
I can get to Control Panel.
Expert:  Jason Jones replied 2 months ago.

I'm sorry. For some reason, I thought you were using a Mac.

- Hold down the two following keys at the same time: Windows key and the letter R
- In the box that comes up, type: controL printers
- Click the Ok button.

Does the printer appear in that window?

Customer: replied 2 months ago.
I don't have a Windows key
Customer: replied 2 months ago.
FYI - the new printer shows up in the Control Panel under "printers and devices".
Customer: replied 2 months ago.
What do I do if my keyboard doesn't have a Windows key?
Expert:  Jason Jones replied 2 months ago.

How is the printer connected to the computer?

Customer: replied 2 months ago.
theoretically, it's wireless. But since it doesn't work, it's just theory.
Expert:  Jason Jones replied 2 months ago.

Okay, you don't know how it's connected? Does the printer show that it is connected to the wireless signal?

Customer: replied 2 months ago.
Expert:  Jason Jones replied 2 months ago.

What is the IP address that was given to the printer?

Customer: replied 2 months ago.
are you asking for my wireless address?
Expert:  Jason Jones replied 2 months ago.

No. I am asking you to tell me the IP address of the printer.

Customer: replied 2 months ago.
I have my printers email address, a claim code and a network password. Which one do you want?
Expert:  Jason Jones replied 2 months ago.

I wish for you to go to the printer, press Menu > Network > WIFI, make a note of the IP Address, and give me that address.

Customer: replied 2 months ago.
ok. It will take a minute because I put it back in the box for a trip back to the store.
Expert:  Jason Jones replied 2 months ago.

ok

Customer: replied 2 months ago.
10.0.0.14 IP address
Expert:  Jason Jones replied 2 months ago.

Thank you.

Please, do the following:

- Right click the printer in the "printers and devices" window and choose Printer Properties.

- Click the Ports tab.

- Which port is chosen?

Customer: replied 2 months ago.
There is no "printer properties" under printers and devices.
Expert:  Jason Jones replied 2 months ago.

I have run out of ideas.

For this reason, I am opting out of the question and allowing another expert the chance to help.

The next expert will see all that is on this page, so there will be no need to repeat anything.

When another expert picks this up, you will be notified by email.

Thank you for your patience.

- Jason

Customer: replied 2 months ago.
whoops. found it.
Customer: replied 2 months ago.
Jason, come back. I found it.
Expert:  Lorenz Vauck replied 2 months ago.

Dear Client,

I am sorry to hear about that problem. Jason does not seem to be available today. My name is***** am a tech expert with 17 years of experience and will help you as good as I can - if you wish.

I´ve read through your chat with Jason and the issue seems to be related to a misconfiguration with the driver / Windows printing components. I am a specialist in that area and can most likely fix this issue for you remotely. Would that help?

Thanks for your patience and best regards,

Lorenz Vauck