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My printer is stating its offline. I was trying to go back…

Customer Question
Good Morning, my printer...

Good Morning, my printer is stating its offline. I was trying to go back to re-set it up again but its not recognizing my printer which is a PIXMA Canon TS9100.

Technician's Assistant: How are you connecting to your TS9100: wirelessly or by USB?

Wireless

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

I have only had it a couple of months so have not done that yet! Oops!

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

No, everything has been printing fine and I did not touch or reset anything that would cause this as far as I know. Thanks!

Submitted: 7 months ago.Category: Printers
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Answered in 5 minutes by:
12/11/2017
Technician: Richard, Technician replied 7 months ago
Richard
Richard, Technician
Category: Printers
Satisfied Customers: 47,167
Experience: Printer and scanner problem resolver for over 15 years
Verified

Thank you for your question, my name is ***** ***** I look forward to assisting you.

Please note, a rating is only needed when we are finished.

Can you please remove the power to the printer (so unplug it from the power socket).

Then wait 10 minutes, connect the power again to the printer, turn it on and tell me please if it is now operating correctly.

Let me know the results please

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Customer reply replied 7 months ago
Okay, doing that now, will let you know. Thanks!
Technician: Richard, Technician replied 7 months ago

Thank you

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Customer reply replied 7 months ago
Okay, did that and it came back on. Where the wireless signal is showing connected - next to it looks like a batter symbol with two half moons on the top right.
Customer reply replied 7 months ago
Typo, I meant battery
Customer reply replied 7 months ago
I did not wait 10 minutes sorry let me try again. Be back in 10.
Technician: Richard, Technician replied 7 months ago

thanks

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Customer reply replied 7 months ago
Hi I am back and nothing has changed. My printer is still offline
Technician: Richard, Technician replied 7 months ago

How is the printer connecting to the computer? Via wireless or a USB cable?

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Customer reply replied 7 months ago
Via wireless
Technician: Richard, Technician replied 7 months ago

Can you remove the power to your wireless router and power off your computer.

Wait 3 minutes, power on the wifi router, start the computer then try to print please

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Customer reply replied 7 months ago
Okay
Technician: Richard, Technician replied 7 months ago

Thank you

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Customer reply replied 7 months ago
Back Richard, completing the whole shut down & start up with router, computer & printer - still cannot print - is still saying it’s offline.
Technician: Richard, Technician replied 7 months ago

Ok, can you please get the disk for the printer and put this into the computer.

then run the installation for the printer again, let this complete and when it has, tell me if it can then print.

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Customer reply replied 7 months ago
Okay, can I do this online without the disc?
Technician: Richard, Technician replied 7 months ago
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Customer reply replied 7 months ago
Thank you!
Technician: Richard, Technician replied 7 months ago

You are welcome

Let me know how it goes please

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Customer reply replied 7 months ago
Sorry, did not work and I need to get to work for a meeting. Will try later. Thanks
Technician: Richard, Technician replied 7 months ago

ok, though can you provide more detail please on what did not work in the process?

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Richard, Technician
Category: Printers
Satisfied Customers: 47,167
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Experience: Printer and scanner problem resolver for over 15 years

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