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My printer will not print from my Mac, shows sitting idle.

My printer will not...

My printer will not print from my Mac, shows sitting idle

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

Usb

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

Just recently

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

No, thanks

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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.
Customer reply replied 6 months ago
Thank you
Answered in 32 minutes by:
3/9/2018
tyroneboman
tyroneboman, Technician
Category: Printers
Satisfied Customers: 10,647
Experience: Repair and Service Technician
Verified

Hi ,

My name is***** am sorry to hear that you are having this issue.

I will be glad to assist you with this.

My goal is to give you the best experience possible!

The best option will be to use a secure remote screen connection to troubleshoot the issue, this will require downloading a screen connect app to get us started. Will that be okay?

You can reply to me here by typing in the box below please

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Customer reply replied 6 months ago
thanks
Customer reply replied 6 months ago
Did you get the Cc info, was entered twice, please charge me once, thanks
Customer reply replied 6 months ago
Hello, Randy, still there?
you will need to accept the remote assistance offer please.
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Customer reply replied 6 months ago
I accepted the remote offer, put in my Visa card twice, so far have paid $5.00 and just be charged another $39.00

yes, for some reason the payment failed.

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Customer reply replied 6 months ago
What is the problem with my Visa card, did it go thru, just used it a couple of hrs ago, it was fine!

Im sorry about that, it seems there was an issue with the payment form. Sometimes the issuing card company declines the transaction for security purposes.

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Customer reply replied 6 months ago
what do you want me to do, use another card, are you sure the previous times it didn’t go thru?

yes, it shows failed on my end.

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Customer reply replied 6 months ago
Will it accept American Express?

I think so,

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Customer reply replied 6 months ago
Does it want a 3 or 4 digit number?
Customer reply replied 6 months ago
This is for security number?

Im not sure, I can only see the replies here on my screen.

Customer support will be glad to help.

Contact >

tyroneboman
tyroneboman, Technician
Category: Printers
Satisfied Customers: 10,647
Experience: Repair and Service Technician
Verified
tyroneboman and 87 other Printers Specialists are ready to help you
Ask your own question now
Customer reply replied 6 months ago
I put it in
Customer reply replied 6 months ago
IS THAT THE $39.00?

that worked, we can use Teamviewer for the remote access.

Click on the blue link below and allow the remote session to download and run please> then reply here with the 9 digit access code and password.http://download.teamviewer.com/download/version_12x/TeamViewer.dmg

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Customer reply replied 6 months ago
Did it work?

yes, thank you. Click on the blue link below and allow the remote session to download and run please> then reply here with the 9 digit access code and password.http://download.teamviewer.com/download/version_12x/TeamViewer.dmg

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Customer reply replied 6 months ago
Thanks, ***** ***** able to get in ok?

I will need you to download and run the Teamviewer app and then let me know the access code please. Click on the blue link below and allow the remote session to download and run please> then reply here with the 9 digit access code and password.http://download.teamviewer.com/download/version_12x/TeamViewer.dmg

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Customer reply replied 6 months ago
You can see the screen, is that ok?

no,

I will need you to download and run the Teamviewer app and then let me know the access code please. Click on the blue link below and allow the remote session to download and run please> then reply here with the 9 digit access code and password.http://download.teamviewer.com/download/version_12x/TeamViewer.dmg

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Customer reply replied 6 months ago
I thought you had remote access

no, we have to use the teamviewer app.

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Customer reply replied 6 months ago
I’m not familiar with how to do that
Customer reply replied 6 months ago
Randy, i’m Sorry , this is why I called you for help, I can’t stay on much longer, have kids to put to bed!

follow these steps please> Click on the blue link below and allow the remote session to download and run please> then reply here with the 9 digit access code and password.http://download.teamviewer.com/download/version_12x/TeamViewer.dmg

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Customer reply replied 6 months ago
I will need someone to come to my house to do this, very unhappy
Customer reply replied 6 months ago
SORRY. I'M DONE
Okay,
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Customer reply replied 6 months ago
No, I was not happy, no results, was on line with rep for over an hour and stlll had to pay $43.00! Then there was an issue that they tried many times to put my Visa card thru, Bank of America thought it was being hacked, and canceled my Visa, thinking it had been hacked! I wound up having to use my American Express card. I know have to call my accounts that I pay monthly with my Visa card, and have to change my number that I pay with, causing me a lot of time & trouble! Your agent Randy was very nice, but unfortunately did not help me at all!
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tyroneboman
tyroneboman, Technician
Category: Printers
Satisfied Customers: 10,647
10,647 Satisfied Customers
Experience: Repair and Service Technician

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