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I have new HP OfficeJet Pro 6968 All-In-One printer which…

Customer Question
I have new HP...

I have new HP OfficeJet Pro 6968 All-In-One printer which will not print from my HP Laptop Pavilion with Windows 7. It will print a document on the glass but not a control P function from the laptop.

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

USB. Tried to use the wireless but could not get going with 123.hp.com/setup. I am not real experienced in this type of thing.

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

Is that something internal to the laptop? I guess I don't know when it was updated if that's the case.

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

Yes. I was able to print a page from an online bank statement by clicking on the print function icon associated with that statement. Control P did not do the job.

Submitted: 7 months ago.Category: Printers
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Answered in 2 minutes by:
12/9/2017
Technician: ITCris, Technician replied 7 months ago
ITCris
ITCris, Technician
Category: Printers
Satisfied Customers: 6,968
Experience: Experience of Installation & Repairs on Printers 6 years.
Verified

Hi, thanks for using JustAnswer.com I am Cris and will be glad to assist you.

Have you installed the HP software for your printer onto your PC?

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Customer reply replied 7 months ago
I believe so. Couldn't make 123.hp.com/setup work so I used the disc provided with the printer for the laptop stuff.
Technician: ITCris, Technician replied 7 months ago

May I offer you remote support so I can remote in and see what the issue is? You will be able to see everything I am doing and we can chat from your PC.

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Customer reply replied 7 months ago
Cris, I appreciate all of this support but I thought HP would want to help me get this new printer functioning properly. It seems now all I'm doing is paying more money for something which should already work.
Technician: ITCris, Technician replied 7 months ago

Understood, just so you know you reach JustAnswer.com a support site which provides experts in tons of categories. I am computer expert with years of experience with HP printers. HP does also charge for support as well and could be more costly.

If you choose to go that route I can cancel this request or if you like we could continue. I can also go over anything else you would like on your PC as well.

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Customer reply replied 7 months ago
Thank you but I would rather go back to HP Customer Service and find out what is going on. I prefer to cancel this request but understand that I still pay the $5 fee for JustAnswer.
Technician: ITCris, Technician replied 7 months ago

ok

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