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My HP all in one printer, model 6520 no longer prints or…

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My HP all in one...
My HP all in one printer, model 6520 no longer prints or copies. Set up wirelessly on computer, but won't even copy anymore. Any suggestions???
Submitted: 5 months ago.Category: Printers
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Answered in 1 hour by:
12/30/2017
Technician: Harry, Engineer replied 5 months ago
Harry
Harry, Engineer
Category: Printers
Satisfied Customers: 2,374
Experience: IT at Justanswer
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Hello:

Welcome to JustAnswer! My name is ***** ***** I am happy to be assisting you today. My sincerest apologies that it look so long for someone to reply, we're a bit behind with the holidays upon us. Before we begin, can you please let me know if you still need help with your question? Just use the reply box to let me know.

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Customer reply replied 5 months ago
still need help.
Technician: Harry, Engineer replied 5 months ago

Do you see any error messages?

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Customer reply replied 5 months ago
on the copying, it just spins. On the printer side, it looks like the printer is no longer in the list of printers available to print.
Customer reply replied 5 months ago
No, wait, i just didn't see it, it is there and it says used or counterfeit cartridge
Customer reply replied 5 months ago
have always used oem
Customer reply replied 5 months ago
also says yellow is depleted, trying to print red.
Customer reply replied 5 months ago
printer was still trying to copy and i could not x out, so i shut if off and turned back on.
Customer reply replied 5 months ago
Now it says it's printing, but is just spinning on the little screen.
Customer reply replied 5 months ago
forgot to mention i tried reprinting a different document that is b/w
Technician: Harry, Engineer replied 5 months ago

With the printer powered on, remove the power cord from the back.

Wait 2 minutes

Plug back in the power cord and power it on

Do you still have the error?

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Customer reply replied 5 months ago
it finally printed the first copy in red, but totally illegible,meaning very faint and letters not clear.
Technician: Harry, Engineer replied 5 months ago

With the printer powered on, remove the power cord from the back.

Wait 2 minutes

Plug back in the power cord and power it on

Do you still have the error?

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Customer reply replied 5 months ago
unplugged for 2 like you said, powered back on like you said. Tried another print with b/w and the bw worked, so I guess i need ink. I am going to try with my laptop next
Technician: Harry, Engineer replied 5 months ago

Let me know

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Customer reply replied 5 months ago
It will not print from my laptop, the original problem was from there, then could not get to print from the desktop, which now seems to be fixed.
Customer reply replied 5 months ago
Not seeing an error message on my laptop for the print job, and still not printing.
Customer reply replied 5 months ago
Did I lose you?
Technician: Harry, Engineer replied 5 months ago

Uninstall the printer from the laptop then install it back

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Customer reply replied 5 months ago
Could you give me some direction on how to do that exactly?
Technician: Harry, Engineer replied 5 months ago

Which operating system is on the laptop?

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Customer reply replied 5 months ago
windows 10
Technician: Harry, Engineer replied 5 months ago

To connect to a printer on a network, select the Start button, then select Settings > Devices > Add a printer or scanner. Choose the one you want and select Add device.

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Customer reply replied 5 months ago
do I need to uninstall first, or does reinstalling it automatically uninstall it as well?
Technician: Harry, Engineer replied 5 months ago

When you see your printer listed in the Devices, you can right click then Delete/Uninstall

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Customer reply replied 5 months ago
OK, got it removed, how about re-installation?
Technician: Harry, Engineer replied 5 months ago

select the Start button, then select Settings > Devices > Add a printer or scanner. Choose the one you want and select Add device.

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Customer reply replied 5 months ago
the printer isn't listed?
Technician: Harry, Engineer replied 5 months ago

Is the printer connected via Wi-Fi or directly plugged in?

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Customer reply replied 5 months ago
wifi
Technician: Harry, Engineer replied 5 months ago

It sounds like the printer is not connected to Wi-Fi

On the printer, make sure it is still connected to Wi-Fi

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Customer reply replied 5 months ago
It is connected to my desktop by wifi, and that is how I got my test document to print, so I'm pretty sure it is connected. But I'll go make sure.
Customer reply replied 5 months ago
it is connected!
Technician: Harry, Engineer replied 5 months ago

Now go back and try to add the printer

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Customer reply replied 5 months ago
it still does not show up in the list.
Technician: Harry, Engineer replied 5 months ago

Press Windows key and R together

Type in: control panel then press enter

Click on Devices & Printers then Add Printer

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Customer reply replied 5 months ago
the printer does not show up, (still).
Technician: Harry, Engineer replied 5 months ago

Click here: https://support.hp.com/us-en/drivers/selfservice/hp-photosmart-6520-e-all-in-one-printer-series/5169038/model/5169040

Click on Download next to the driver software then run the software to start the installation

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Customer reply replied 5 months ago
Got the software downloaded, and thought i was going to get connected, but it says it could not find the printer when i in put the ip address for getting connected.It says i might not be on the same network.I have my laptop joined to my network as a guest and I had printed from my laptop previously, so not sure wht to do at this point???
Technician: Harry, Engineer replied 5 months ago

No, you should not be putting in the IP address.

You need to run the software and it will walk you through how to connect to the printer via the software using the Wi-Fi option.

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Technician: Harry, Engineer replied 5 months ago

Yes, you can enter it there.

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Customer reply replied 5 months ago
which is what i did and it responded with a message that it cannot find the printer, possibly due to being on a different network, then i went on to explain that my laptop is on the "guest" side of my network, but I have printed from this computer before, and so I'm not sure what to do at this point.Here is the message i sent to you:
"30 December 2017 10:51Got the software downloaded, and thought i was going to get connected, but it says it could not find the printer when i in put the ip address for getting connected.It says i might not be on the same network.I have my laptop joined to my network as a guest and I had printed from my laptop previously, so not sure wht to do at this point???" and here is your response "No, you should not be putting in the IP address.You need to run the software and it will walk you through how to connect to the printer via the software using the Wi-Fi option." And now you are saying to put in the ip address, so I am very confused.
Customer reply replied 5 months ago
any further suggestions?
Customer reply replied 5 months ago
running a few errands, be back in an hour
Technician: Harry, Engineer replied 5 months ago

If your laptop or printer is on the guest network and the other device is on the other network then it won't work

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Customer reply replied 5 months ago
Can you help me to connect to my main network?
Customer reply replied 5 months ago
OK, both computers and printer are on same wireless network. Laptop is still not printing.
Technician: Harry, Engineer replied 5 months ago

Is the printer on the same network as the two computers?

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