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My printer mfc-j475dw is not printing. the information goes…

Customer Question
My printer mfc-j475dw is...

My printer mfc-j475dw is not printing. the information goes to the queue but will not print. I checked the printer by making copies so the printer is working. Please help

Technician's Assistant: How are you connecting to your MFC-J475DW: wirelessly or by USB?

Wirelessly

Technician's Assistant: When did you last update the printer driver software?

Not for a long time.

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

I called a number for help. (###) ###-#### I got a run around after 1/2 hour I hung up. he said I had malicious sodt ware. I ran Malware and removed items.

Submitted: 9 months ago.Category: Printers
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Answered in 5 minutes by:
11/30/2017
Technician: Kamil Anwar, Technician replied 9 months ago
Kamil Anwar
Kamil Anwar, Technician
Category: Printers
Satisfied Customers: 7,201
Experience: 8+ Years of Experience. / CCNA (S), CCNA (W), CCNA (RS), MCTS, MBCs.
Verified

Hello & Welcome to JustAnswer.
Thank you for your question. I will do my best to assist you. Please allow me a moment to review your question.

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Technician: Kamil Anwar, Technician replied 9 months ago

May i connect with you remotely to troubleshoot the issue directly?

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Technician: Kamil Anwar, Technician replied 9 months ago

Operating System you are running?

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Shefin
Shefin
Shefin, Printer and Office Equip. Specialist
Category: Printers
Satisfied Customers: 3,781
3,781 Satisfied Customers
Experience: Working as tech support specialist with a worldwide computer manufacturer.

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Disclaimer: Information in questions, answers, and other posts on this site ("Posts") comes from individual users, not JustAnswer; JustAnswer is not responsible for Posts. Posts are for general information, are not intended to substitute for informed professional advice (medical, legal, veterinary, financial, etc.), or to establish a professional-client relationship. The site and services are provided "as is" with no warranty or representations by JustAnswer regarding the qualifications of Experts. To see what credentials have been verified by a third-party service, please click on the "Verified" symbol in some Experts' profiles. JustAnswer is not intended or designed for EMERGENCY questions which should be directed immediately by telephone or in-person to qualified professionals.

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