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When I try to print from my computer it says Printer needs…

Customer Question
When I try to...

When I try to print from my computer it says Printer needs user intervention. If I print from my phone it is fine. I have had this for a year and never had a problem until now.

Technician's Assistant: How old is the phone?

My phone is fine. I have a Samsung duo. Maybe a year.

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

PC Windows 10

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

It just started about a month ago. I was able to turn off computer and back on and it would work for awhile. But now is will not print at all. I just bring up the document I want to print and when I hit print it says Priner needs user intervention.

Submitted: 10 months ago.Category: Printers
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Answered in 17 minutes by:
11/20/2017
Technician: Damian Costa,
 replied 10 months ago
Damian Costa
Category: Printers
Satisfied Customers: 233
Experience: Owner at Total Service Computers
Verified

Hi...My name is ***** ***** a veteran technician expert with over 20yrs of experience...I have more questions first before we begin

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Technician: Damian Costa,
 replied 10 months ago

Would you like me to log into your computer and call you and do this faster

OR

Walk you through some steps via chat

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Customer reply replied 10 months ago
log into computer
Technician: Damian Costa,
 replied 10 months ago

Accept the $39 fee when it pops up then

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Customer reply replied 10 months ago
I do not want to pay $39.
Technician: Damian Costa,
 replied 10 months ago

OK..then we chat

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Customer reply replied 10 months ago
ok
Technician: Damian Costa,
 replied 10 months ago

step 1...I need you to uninstall and then reinstall your printer software

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Technician: Damian Costa,
 replied 10 months ago

and if this is a wireless printer...then ensure that you choose that path during the installation process

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Customer reply replied 10 months ago
ok. How do I do that and not lose you. It is wireless
Technician: Damian Costa,
 replied 10 months ago

all you're doing is uninstalling the Printer software on the computer and then reinstalling it

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Technician: Damian Costa,
 replied 10 months ago

But when you install the software...it will ask you...is your printer wired or wireless (choose wireless printer)

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Customer reply replied 10 months ago
it doesn't say uninstall it say remove device
Technician: Damian Costa,
 replied 10 months ago

you have to go to add/remove programs and remove the software for your printer and then reinstall the software (do you still have the installation CD?)

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Technician: Damian Costa,
 replied 10 months ago

control panel...add/remove programs

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Customer reply replied 10 months ago
it won't let me uninstall from add/remove program
Technician: Damian Costa,
 replied 10 months ago

OK...I will need to log into your computer and call you if you want to proceed ($39)

Would you like to?

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Customer reply replied 10 months ago
No I will try to uninstall and I have the CD and see if that fixes the problem.
Technician: Damian Costa,
 replied 10 months ago

OK...you can even try to reinstall right over it by just putting the CD in...it might auto remove the old installation

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Technician: Damian Costa,
 replied 10 months ago

OR...go through your start menu looking for the printer software (and the corresponding uninstall there)

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Technician: Damian Costa,
 replied 10 months ago

What brand and model is it?

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Customer reply replied 10 months ago
Thanks. I will try. I am going to disconnect with you now.
Customer reply replied 10 months ago
It is a HP Envy 7640
Technician: Damian Costa,
 replied 10 months ago

OK..sounds good

If you appreciate my help today…please rate me 5 stars!!! (rating system at top or bottom of page)

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Damian Costa
Damian Costa
Damian Costa
Category: Printers
Satisfied Customers: 233
233 Satisfied Customers
Experience: Owner at Total Service Computers

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