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I have 2 printers, HP Envy 5660 and a Brother laser. For…

Customer Question
I have 2 printers...

I have 2 printers, HP Envy 5660 and a Brother laser. For some reason when I attempt to print a web page, the document does not appear in the queue; however, when I print directly from Quicken software the page is printed

Technician's Assistant: What HP model do you have?

HP Envy 5660 series printer

Technician's Assistant: How long has this been going on with your HP printer?

Ever since Windows10 assistant did its update

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

The same occurs when when I want to use the Brother Laser printer

Submitted: 7 months ago.Category: Printers
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Answered in 5 minutes by:
11/23/2017
Technician: Viet - Printer Tech, Printer Technician replied 7 months ago
Viet - Printer Tech
Viet - Printer Tech, Printer Technician
Category: Printers
Satisfied Customers: 40,832
Experience: Troubleshoot printers, scanners, etc.
Verified

Hi,
I'm sorry about the issue. Is there any error or message?

When was the Windows 10 update assistance?
Please reply at the box below. Thank you,

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Customer reply replied 7 months ago
no error message. the update was within the last few days
Technician: Viet - Printer Tech, Printer Technician replied 7 months ago

Is the printer wireless? Or is the printer connected to the computer with a USB cable?

Please reply at the box below. Thank you,

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Customer reply replied 7 months ago
The HP is wireless but the laser is connected with a cable
Technician: Viet - Printer Tech, Printer Technician replied 7 months ago

New printer drivers need to be updated.

Can we do a remote support session, so I can troubleshoot the issue directly on your computer together with you?
Please reply at the box below. Thank you,

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Customer reply replied 7 months ago
Call me paranoid, but with all the hacking.....I used Raxco PerfectUpdater yesterday and it did not show that the drivers needed to be updated/
Technician: Viet - Printer Tech, Printer Technician replied 7 months ago

With remote support, you can see everything I do on the screen, and we have an A+ service rating at the Better Business Bureau website:
http://www.bbb.org/greater-san-francisco/business-reviews/professional-services-general/justanswer-in-san-francisco-ca-82403/
Remote support is quicker and easier for you as I will do all the troubleshooting steps for you. Also, this issue can be complicated. Otherwise, I will provide written instructions.
Don't use any driver updater program; it usually does not help. You would need to download / install the latest driver at the printer manufacturers' websites: HP & Brother.

How about with a small amount as shown for direct remote support?
Please let me know your option; we guarantee our service. Please reply at the box below. Thank you,

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Technician: Viet - Printer Tech, Printer Technician replied 7 months ago

It looks like you are not there. We can schedule another time.

When you are available, please type at the box below, then click on the Send button below to communicate with me, so I can help. Thank you.

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