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My printer (HP) just stopped working and HP says either

Customer Question
Hi my printer (HP)...

Hi my printer (HP) just stopped working and HP says either wireless radio faulty or generic function OR software driver needs update as they can't stay updated to apple's software update... I need you guys. i don't get what they are saying. printer does copy

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

Wireless

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

No idea it needed to be done

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

Just that prininting was fine and then it wasn't

Submitted: 6 months ago.Category: Printers
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Customer reply replied 6 months ago
Posted by JustAnswer at customer's request) Hello. I would like to request the following Expert Service(s) from you: Secure Remote Assistance.
Customer reply replied 6 months ago
Let me know if you need more information, or send me the service offer(s) so we can proceed.
Answered in 4 minutes by:
12/26/2017
Technician: Md. Sadique, Engineer replied 6 months ago
Md. Sadique
Md. Sadique, Engineer
Category: Printers
Satisfied Customers: 3,660
Experience: Electronics engineer with 7+ years of experience in repairing office equipments & printers
Verified

Hello, and thank you for your question. I am reviewing it now and will reply again in a moment.

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Technician: Md. Sadique, Engineer replied 6 months ago

Click on the apple icon(top left) > select system preferences > then devices and printers > do you see your device on the list?

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Customer reply replied 6 months ago
It doesn't say devices and printers. it says printers and scanners and when i click that it brings up my printer but not as a list
Technician: Md. Sadique, Engineer replied 6 months ago

I am sorry it was a typo.

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Technician: Md. Sadique, Engineer replied 6 months ago

Would you like me to remote into your computer and work on the issue?

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Customer reply replied 6 months ago
are you there?
Technician: Md. Sadique, Engineer replied 6 months ago

Yes, I am here.

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Customer reply replied 6 months ago
you didn't ask me for model # or anything so are you working on it or waitingfor me
Technician: Md. Sadique, Engineer replied 6 months ago

I am waiting for you to respond to the remote service request.

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Customer reply replied 6 months ago
no thanks at this time
Technician: Md. Sadique, Engineer replied 6 months ago

In the printers and scanners window > click on the blank space below your printer > then select Reset printing system.

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Customer reply replied 6 months ago
not giving me any option to reset
Technician: Md. Sadique, Engineer replied 6 months ago

It should give.

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Technician: Md. Sadique, Engineer replied 6 months ago

Would you reconsider your decision to allow me to remote into your computer and work on the issue?

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Customer reply replied 6 months ago
it says nothing . it says looking for printer. not connected
Technician: Md. Sadique, Engineer replied 6 months ago

Click on the '+' icon at the bottom and let me know if it finds your HP printer.

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Customer reply replied 6 months ago
hello?
Technician: Md. Sadique, Engineer replied 6 months ago

Yes, I am here.

Did you get my previous message to click on the '+' icon at the bottom to find your HP printer?

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Customer reply replied 6 months ago
no i'll try now
Technician: Md. Sadique, Engineer replied 6 months ago

Great!

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Customer reply replied 6 months ago
ok the plus shows add printer and brings up my hp then kind Bonjour Multifucntion
Technician: Md. Sadique, Engineer replied 6 months ago

Yes select that and install it.

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Customer reply replied 6 months ago
done and one says in use and one says idle. should i try to print?
Technician: Md. Sadique, Engineer replied 6 months ago

First, make the idle one default and then print

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Customer reply replied 6 months ago
how do i do that
Customer reply replied 6 months ago
how do i do that?
Customer reply replied 6 months ago
it says the printer not connected
Customer reply replied 6 months ago
are youthere?
Technician: Md. Sadique, Engineer replied 6 months ago

yes, I am here

Ask Your Own Printers Question
Technician: Md. Sadique, Engineer replied 6 months ago

Would you like to reconsider your decision to allow me to remote into your computer and work on the issue?

Ask Your Own Printers Question
Customer reply replied 6 months ago
no this is not working for me. i can;t sit here for 5 min mute. I need another advisor, please
Technician: Md. Sadique, Engineer replied 6 months ago

No problem, I will opt-out and open this question to other experts.

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Shefin, Printer and Office Equip. Specialist
Category: Printers
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