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I can't get the Wi-Fi on. It says connected, but when I try…

Customer Question
I can't get the...

I can't get the Wi-Fi on. It says connected, but when I try to print, ite says turn on the Wi-Fi.

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

Wirelessly thru Spectrum

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

I don't know if I have ever updated it. Also it says the Wi-Fi needs to be on for my ink with HP.

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

I can't prine from scan. It says load 8 by 11 paper. It is loaded.

Submitted: 6 months ago.Category: Printers
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Customer reply replied 6 months ago
wirelessly
Customer reply replied 6 months ago
I don't think. I have ever updated the software
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.
Customer reply replied 6 months ago
I don't want anymore costs. Can you help me?
Answered in 12 minutes by:
1/7/2018
Technician: Kris R, Computer Hardware Engineer replied 6 months ago
Kris R
Kris R, Computer Hardware Engineer
Category: Printers
Satisfied Customers: 4,548
Experience: IT Manager at Wood Group PSN
Verified

Hi
Sorry for the delay, we are busy and I've just got to your question.
How long has this been happening?
Thanks
Kris

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Customer reply replied 6 months ago
I have been away from the printer for three months. It has not been on durg that time. I had a new Spectrum service iinstalled yesterday.
Technician: Kris R, Computer Hardware Engineer replied 6 months ago

Ok - can you unplug the printer from the power supply while the printer is off and hold in the power button on it for 30 seconds.
Let me know done
Regards
Kris

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Customer reply replied 6 months ago
I have completed that action. Do I turn the printer on now?
Technician: Kris R, Computer Hardware Engineer replied 6 months ago

Yes please, let me know If this helps..

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Customer reply replied 6 months ago
The printer says IP address not connected.
Customer reply replied 6 months ago
When I check, it says Wireless on, but it isn't.
Technician: Kris R, Computer Hardware Engineer replied 6 months ago

Has it been set up and synced to the Wifi?

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Customer reply replied 6 months ago
I typed in the secure password ***** the Spectrum setup, but it says incorrect password.
Technician: Kris R, Computer Hardware Engineer replied 6 months ago

Are you talking to me on a computer?

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Customer reply replied 6 months ago
I pushed retry. This time I think it connected. How do I put into the printer the new FAX telephone number?
Customer reply replied 6 months ago
There is a yellow mark across the printer icon at the top of the screen.
Technician: Kris R, Computer Hardware Engineer replied 6 months ago

Is this on the computer?

Do you use fax?

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Customer reply replied 6 months ago
The mark is on the printer screen's icon. I use FAX.
Customer reply replied 6 months ago
Also, how do I update the software?
Customer reply replied 6 months ago
A message says I am no longer enrolled in Instant ink; however my credit card has been billed every month.
Technician: Kris R, Computer Hardware Engineer replied 6 months ago

You'll need to resign the ink thats all.

Do you want me to connect and re set up?

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Customer reply replied 6 months ago
I would like my instant ink to be resigned or reimbursed for the past three months for the charges put on my credit card.
Customer reply replied 6 months ago
HP cancelled my Instant Ink 3 months ago but continued billing my credit card for 5.33 each month for a total of $15.99.
Customer reply replied 6 months ago
Are you reestablishing my Instant Ink? I would like it back.
Customer reply replied 6 months ago
Are you still with me? It has been awhile since you responded.
Customer reply replied 6 months ago
Where are you? Have you left?
Technician: Kris R, Computer Hardware Engineer replied 6 months ago

I cannot access your HP account, I do not work for HP.

Can I connect and set it up?

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Customer reply replied 6 months ago
How do you connect?
Technician: Kris R, Computer Hardware Engineer replied 6 months ago

OK - to allow me to connect to your PC/MAC, you must install remote access software. The software is below, use the "Family and Friends" version. It's free.
https://www.teamviewer.com/en/
Once installed I need the ID and Password ***** displays, i do not need the one you created, I am looking for the one that TeamViewer gives you when you open the program.
Thanks
Kris

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