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I have an Apple Mac laptop. It was working with my Epson…

Customer Question
I have an Apple...

I have an Apple Mac laptop. It was working with my Epson Artisan 800. All of a sudden, it won't print. Went into settings. It says "not connected". I don't see Epson Artisan 800 listed. I see Epson XP-430 (listed as default) and 52DEBE, which we use when we're in Florida.

Technician's Assistant: Can you guesstimate how old your Epson is? And just to clarify, what's the exact model?

Not sure. At least 5 years old. Can't find my booklet that came with printer. Where do I find model #?

Technician's Assistant: What kind of computer are you printing from (Mac or PC)? What Operating System (OS) are you running?

I have an old Dell PC which the printer does work with. I'm trying to print from my Mac laptop.

Technician's Assistant: How long has this been an issue? What happened right before this popped up?

Just a couple of days. My husband couldn't print from his address. So I told him to forward it to mine. I was able to print. Then he did it again for something else, and I couldn't print either.

Submitted: 11 months ago.Category: Printers
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Answered in 6 minutes by:
9/24/2017
Technician: Kris R, Computer Hardware Engineer replied 11 months ago
Kris R
Kris R, Computer Hardware Engineer
Category: Printers
Satisfied Customers: 4,548
Experience: IT Manager at Wood Group PSN
Verified

Hi
Sorry for the delay, we are busy and I've just got to your question.
How long has this been happening?
Thanks
Kris

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Customer reply replied 11 months ago
Couple of days
Customer reply replied 11 months ago
Would prefer not
Technician: Kris R, Computer Hardware Engineer replied 11 months ago

Ok - can you unplug the printer from the power supply while the printer is on and hold in the power button on it for 30 seconds.
Let me know done
Regards
Kris

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Customer reply replied 11 months ago
Did that
Customer reply replied 11 months ago
Still unplugged
Technician: Kris R, Computer Hardware Engineer replied 11 months ago

Connect it back up now please

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Customer reply replied 11 months ago
Okay.
Technician: Kris R, Computer Hardware Engineer replied 11 months ago

Has it helped?

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Customer reply replied 11 months ago
I don't know. Should I try to print?
Customer reply replied 11 months ago
No. Would not print.
Customer reply replied 11 months ago
Should I try something else?
Technician: Kris R, Computer Hardware Engineer replied 11 months ago

Yes there's a few things we need to try. How old is it?

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Customer reply replied 11 months ago
Not sure. At least 5 years.
Technician: Kris R, Computer Hardware Engineer replied 11 months ago

Ok are you connected wireless or usb?

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Customer reply replied 11 months ago
Wireless
Technician: Kris R, Computer Hardware Engineer replied 11 months ago

Is there an IP address?

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Customer reply replied 11 months ago
What does that mean? (Sorry, I'm 73 yrs old and my husband is a computer dumb dumb!)
Technician: Kris R, Computer Hardware Engineer replied 11 months ago

Can I connect and have a look?

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Customer reply replied 11 months ago
$39???
Customer reply replied 11 months ago
Or is it $20?
Technician: Kris R, Computer Hardware Engineer replied 11 months ago

$20 on top of your current $33

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Customer reply replied 11 months ago
I didnt okay $33! Sorry cannot do this.
Customer reply replied 11 months ago
I agree only to $5.
Technician: Kris R, Computer Hardware Engineer replied 11 months ago

I can flag this for a full refund.

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Customer reply replied 11 months ago
Thank you. Please do that.
Technician: Kris R, Computer Hardware Engineer replied 11 months ago

Flagged.

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