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My printer is working on both my HP and Mac, but the scanner…

Customer Question
My printer is working...

My printer is working on both my HP and Mac, but the scanner will not work on either.

Technician's Assistant: What's the exact make and model of your printer, and can you guesstimate how old it is?

HP Officejet 6700 Premium 4 years old?

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

Both

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

Just started today. My operating system was updated yesterday, but this worked after that downloaded yesterday, and it has also effected our Macs. Both print fine, but will not scan.

Submitted: 10 months ago.Category: Printers
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Answered in 40 minutes by:
10/3/2017
Technician: Suhasini Velu,
 replied 10 months ago
Suhasini Velu
Category: Printers
Satisfied Customers: 640
Experience: Engineer at CSS Corp Pvt Ltd
Verified

Hello. My name is***** to JustAnswer. I'm reviewing your question now, and will post back with your reply momentarily.

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Technician: Suhasini Velu,
 replied 10 months ago

May I know what is the operating system on your Mac as well as your Windows?

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Customer reply replied 10 months ago
How do you find out
Customer reply replied 10 months ago
How do you identify
Technician: Suhasini Velu,
 replied 10 months ago

Let me provide you instructions. Please hold

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Customer reply replied 10 months ago
no
Customer reply replied 10 months ago
Windows 10
Technician: Suhasini Velu,
 replied 10 months ago

Alright, so its printing good but the scanning isn't happening. Can I take a remote of your computer and try to resolve this problem.

Is that okay for you?

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Customer reply replied 10 months ago
never mind
Technician: Suhasini Velu,
 replied 10 months ago

If that is okay. Please try to click on request secure remote access on your screen.

So that I could proceed with remote support.

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Technician: Suhasini Velu,
 replied 10 months ago

Let me know if you have any difficulties.

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