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My hp officejet won't recognize my dell laptop when I try to…

Customer Question
My hp officejet...

My hp officejet won't recognize my dell laptop when I try to scan

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

Officejet 6600....laptop is only a few months old

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

Dell laptop..I am a computer dummy..how do I check to see if it is mac or pc

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

It has been an issue off and on for a couple of years...even with a different computer. When I go to scan then computer pops up and it says to open HP software but that disappeared off of my desk top. Now when I click on the computer icon on my desktop it says connect to a printer or add new software...I try to connect a printer and I click on connect wireless and the printer is listed there, I click on it and it says that it was unsuccessfull

Technician's Assistant: Anything else you want the Printer Expert to know before I connect you?

Also, when this happened my Microsoft office deactivated

Submitted: 6 months ago.Category: Printers
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Answered in 5 minutes by:
11/7/2017
Technician: Jennifer French, Technician replied 6 months ago
Jennifer French
Jennifer French, Technician
Category: Printers
Satisfied Customers: 157
Experience: Owner at Down Home Technical Solutions
Verified

Hello! My name is ***** ***** I will be assisting you with your printer issue today.

It sounds like perhaps your drivers for your scanner on that printer may have become corrupted or went missing. I am not 100 percent sure on that but that is what it sounds like to me.

Are you getting any type of error?

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Customer reply replied 6 months ago
Posted by JustAnswer at customer's request) Hello. I would like to request the following Expert Service(s) from you: Live Video Call. Let me know if you need more information, or send me the service offer(s) so we can proceed.
Technician: Jennifer French, Technician replied 6 months ago

I am unable to do a live video call. I will open this up to an expert with that ability! Please standby!

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Customer reply replied 6 months ago
Just what I already told you
Technician: Suhasini Velu,
 replied 6 months ago
Suhasini Velu
Category: Printers
Satisfied Customers: 582
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 6 months ago

Hi, I see you have requested for a live video call but I think this could be fixed through remote assistance so that I could directly look what exactly it's happening on your computer when you try to scan.

It may be a bit simpler and easier if you and I connect through a secure remote assistance. With that, I will be able to connect to your computer from here and work on repairing the issue personally. This can save a lot of time and if your not very fluent with computer repairs this is the best option.

Our secure remote assistance is guaranteed meaning if I cant solve the issue then you will be entitled to a full refund of all fees.

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Customer reply replied 6 months ago
no thanks
Technician: Suhasini Velu,
 replied 6 months ago

Let me open this for other experts then.

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Technician: Russell H., Printer and Office Tech replied 6 months ago
Russell H.
Russell H., Printer and Office Tech
Category: Printers
Satisfied Customers: 12,418
Experience: 11+ yrs experience, inkjets & lasers, from huge to portable
Verified

Hi - my name is***** at JustAnswer, and I will solve this problem for you. You can tell what to do by simple indications, and what I will give you for instructions to follow.

First, let's get the basic data together on this problem:

1. does your computer have a apple logo on the main screen? or does it have a four-color button at the left corner (lower left, or sometimes upper left) of the screen?

2. is the HP Officejet printer connected to the computer with a cable? (a USB connection.)

Or is it on a wireless connection, no cable to the computer from the printer?

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Customer reply replied 6 months ago
it has a white window on the lower left hand corner...the printer is wireless
Customer reply replied 6 months ago
wont let me send info
Technician: Russell H., Printer and Office Tech replied 6 months ago

When you click, with the mouse, once, on the white window at lower left corner of your computer screen, do you get a 'menu' on the screen, most of the lower left side of the screen that is ?

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Customer reply replied 6 months ago
it sent..never mind
Technician: Russell H., Printer and Office Tech replied 6 months ago

When you click, with the mouse, once, on the white window at lower left corner of your computer screen, do you get a 'menu' on the screen, most of the lower left side of the screen that is ?

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Customer reply replied 6 months ago
are you there?
Technician: Russell H., Printer and Office Tech replied 6 months ago

Good. Then that means you have a Windows PC, not an Apple computer. (Also, an Apple always has an 'apple-shaped' logo about it somewhere.)

Only two last question before I give you instructions:

1: go to Control Panel, after clicking on the lower-left white button to bring up the menu.

(If control panel is not findable there, type in

Control

and it should appear above.)

then click on System & Security

then click on System

and tell me the (very easily visible) Windows version - Windows 10, or 8.1, or 8, or 7, or Vista, or XP, please.

2: then, tell me also, whether the scanning ever worked before this, on this computer? or not?

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Customer reply replied 6 months ago
Windows 10...and yes the scanner has worked in the past
Technician: Russell H., Printer and Office Tech replied 6 months ago

Good enough.

Does the printing from the computer still work? If so, then we just need to reload scanner drivers... if the printing also does not work, then we need to do other things. Let me know, and we will proceed.

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Customer reply replied 6 months ago
printer still works
Technician: Russell H., Printer and Office Tech replied 6 months ago

Good. Let's refresh the scanner drivers then.

Begin by going to this page:

http://ftp.hp.com/pub/printers/hppsdr/HPPSdr.exe

and download, then run, the 'doctor' application. It will examine the printing and scanning, and recommend what to do. Let me know, also, whether it leads to a solution... if not, I will have further suggestions, based on what the 'doctor' application finds and reports. So please tell me how it turns out.

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Customer reply replied 6 months ago
scan doc keeps saying I need to download the full software for the printer..when I have tried to do this in the past it wouldn't work. It gives me a choice to connect to the printer wirelessly or download new software and I click on connect to printer and it won't let me
Customer reply replied 6 months ago
I am trying to download printer software again
Technician: Russell H., Printer and Office Tech replied 6 months ago

OK... let's try that.

Has the wifi router had any trouble lately, been replaced, or been reset recently?

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Customer reply replied 6 months ago
it says it downloaded but I don't see it on my desktop..the router, modem and internet connection are all good
Technician: Russell H., Printer and Office Tech replied 6 months ago

OK. Did you download from that page, in either Internet Explorer, Firefox, or Google Chrome?

In each case, there's a place to look for, for downloads.

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Customer reply replied 6 months ago
I clicked on the link you provided and took it from there..I don't see the software in downloads
Technician: Russell H., Printer and Office Tech replied 6 months ago

Well... then try this instead:

1. turn OFF the printer.

2. go to

Control Panel

View Devices and Printers

and click once on the icon for your printer, there (probably with a check-mark on it) and then choose

Remove Device.

3. then, restart your computer, when that's done.

4. then when restarted, go to this link instead, for the full software and drivers:

https://support.hp.com/us-en/drivers/selfservice/hp-officejet-6600-e-all-in-one-printer-series-h711/4322968/model/4323587

and download it and Run the download, which will reinstall your printer altogether.

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Customer reply replied 6 months ago
where would I see the downloaded software?
Technician: Russell H., Printer and Office Tech replied 6 months ago

What browser are you using please?

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Customer reply replied 6 months ago
Microsoft edge
Technician: Russell H., Printer and Office Tech replied 6 months ago

In Edge, click on the three-dot or 'More' icon,

then on Settings

then on View Advanced Settings

then in Downloads, select Save Downloaded Files To

and Change

and then either direct downloads to 'Downloads', or just see what the current option says, and you'll know where the download is going.

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Customer reply replied 6 months ago
I changed it to downloads but its not in there...it first listed c:/users/suzanne/downloads...how do I search for this?
Technician: Russell H., Printer and Office Tech replied 6 months ago

Go to Users

then to Suzanne

then to Downloads

then click once on 'Date' at the top of the listing, to sort downloads by date

then look at one end of the listing, for the most recent download. The file name may be unfamiliar, but the date and time should be today and recently. If so, that's the file, esp. if it says 'HP' in the file name anywhere.

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Customer reply replied 6 months ago
where is users
Technician: Russell H., Printer and Office Tech replied 6 months ago

ThisPC

C:

Users

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Customer reply replied 6 months ago
is this pc in control panel
Customer reply replied 6 months ago
can't locate this pc
Technician: Russell H., Printer and Office Tech replied 6 months ago

START button at lower left

then THISPC or ThisPC

then C: Hard Drive

then "Users"

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Technician: Russell H., Printer and Office Tech replied 6 months ago

If that doesn't find it, then

START button at lower left

Computer

ThisPC

C:

Users

should locate it. If not, I will help you remotely with that and the rest of this task.

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Customer reply replied 6 months ago
there is no c drive on this computer
Technician: Russell H., Printer and Office Tech replied 6 months ago

If it is a Windows PC, it has a C: drive, by default. It has to.

Does it have an apple logo anywhere on its case?

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Customer reply replied 6 months ago
no...it is windows...I will keep searching
Technician: Russell H., Printer and Office Tech replied 6 months ago

Well... go to

START

Computer

then, look in the left sidebar for 'User' or 'Users' or C: Hard Drive

or ThisPC

and click once on any one of those, to open it, and see sub-directories.

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Customer reply replied 6 months ago
found it but couldn't locate the software..I will try to download it one more time
Technician: Russell H., Printer and Office Tech replied 6 months ago

Yes, do... be sure to watch the screen while downloading, for e.g. a flag at the lower left of the page, or other download indications... Don't do anything else while it is downloading, and you may not miss where it goes.

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Customer reply replied 6 months ago
ok
Customer reply replied 6 months ago
if it comes with a drive update should I do that as well?
Customer reply replied 6 months ago
driver update
Customer reply replied 6 months ago
is driver restore safe?
Technician: Russell H., Printer and Office Tech replied 6 months ago

Do not use Driver Update! Do not use Driver Restore!

Those are usually scams. Just use the software straight from HP, it will work much better, cost you less, and be less trouble in the long run.

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Customer reply replied 6 months ago
the computer won't connect to the printer so I can't access the software
Customer reply replied 6 months ago
the computer is recognizing that the printer is there but when I try to install it.it says network error...computer doesn't recognize printer
Technician: Russell H., Printer and Office Tech replied 6 months ago

The printer may not be connected to the WiFi router and network any more. Try connecting the printer to the network, using the printer's own controls... If you need instructions I will provide them.

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Customer reply replied 6 months ago
network connection successful...the only thing that doesn't work on the printer is the scan option
Customer reply replied 6 months ago
the printer cant be installed successfully over the network
Technician: Russell H., Printer and Office Tech replied 6 months ago

If the scan from the computer does not work, how about photocopying using the printer's own controls? try one page, tell me how that works.

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Customer reply replied 6 months ago
work perfectly but the problem with the printer is that it won't recognize my computer when I try to scan and the computer won't install my printer even though it pops up and the system recognizes it
Technician: Russell H., Printer and Office Tech replied 6 months ago

What firewall do you have on your computer, please?

And, what anti-virus software or security software, also?

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Customer reply replied 6 months ago
the printer says to open the hp printer software but I cant access it even though it has been downloaded because the computer wont enable the printer to be installed
Customer reply replied 6 months ago
how to check what firewall I have?
Customer reply replied 6 months ago
McAfee was found on there today even though I didn't purchase it so I deleted it
Technician: Russell H., Printer and Office Tech replied 6 months ago

Go to

Control Panel

and search (at upper right) for

Security

and click on what is found: Security Status

That will tell you what you have, under Security or Firewall or Anti-Virus.

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Customer reply replied 6 months ago
I am getting very frustrated...not with you ...just the situation. We have a home based business so I have to have all of this in working order. ds
Customer reply replied 6 months ago
Windows firewall and Windows defender
Technician: Russell H., Printer and Office Tech replied 6 months ago

Your PC needs both a anti-virus suite, and a firewall of good quality (better than the Windows Firewall provided with Windows, that is.)

In this case, I would advise you to get

www.avast.com

which provides a free anti-virus (no-cost "free", that is)

And as for a free Firewall for internet security, you may get one from

https://free.avg.com

last I heard.

Download them, install them, update the anti-virus part fully, then do a Deep Scan or Full Scan on your C: Hard Drive, and eliminate what it finds... this may take an hour or two, but should clean up your PC, and also leave it in a safer condition and less prone to be attacked successfully in future (esp. if you practice good internet practices, don't visit off-color websites, and also take care what emails you open, etc.)

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Customer reply replied 6 months ago
ok...but what does this have to do with my printer issues?
Technician: Russell H., Printer and Office Tech replied 6 months ago

A lot. Erratic failure of printer function is often a symptom indicating a virus or malware on a computer. A good anti-virus, updated to current date, and used to do a through scan (NOT a 'Quick Scan'.)

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Customer reply replied 6 months ago
ok
Technician: Russell H., Printer and Office Tech replied 6 months ago

Have you tried what I suggested, yet?

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Technician: Russell H., Printer and Office Tech replied 6 months ago

Since I have not heard back from you, I am assuming that my answer was helpful and provided what you needed to help toward a solution.

If I have indeed answered your question, please rate my answer, using the five-star interface on your JustAnswer page. - A five-star rating would be appreciated. Thank you.

(If this didn't answer your question, if you need more info, or have any comments, use Reply To Expert to respond, and I will help you further to a solution.)

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Russell H.
Russell H.
Russell H., Printer and Office Tech
Category: Printers
Satisfied Customers: 12,418
12,418 Satisfied Customers
Experience: 11+ yrs experience, inkjets & lasers, from huge to portable

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