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PearlIm having trouble scanning and printing using wi-fi.

Customer Question
Hello PearlIm having trouble...

Hello PearlIm having trouble scanning and printing using wi-fi. Ive turned off and re-started the router, printer and mac desktop but I get a note saying 'not available' or 'not connected'

Technician's Assistant: Is there an error code on your printer when you try to scan?

I am not sure . .

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

I am not sure, . . .the printer is about 6 months old.

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

Ive used a hard wire cable to get the printer working in the past, leaving wi-fi alone, but this hasn't;t worked this time.

Submitted: 4 months ago.Category: Printers
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Answered in 5 hours by:
3/15/2018
Technician: Electronics Pete, Engineer replied 4 months ago
Electronics Pete
Category: Printers
Satisfied Customers: 20,360
Experience: HNC Computing; Large format and multifunction printer expert
Verified

Hi, I'm Pete. Welcome to JustAnswer! I'm reviewing your question now, and will post back with your reply ASAP.

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Technician: Electronics Pete, Engineer replied 4 months ago

What is the make and model number of the printer you are using?

Is it set up for wifi connections?

What operating system are you using? (e.g. Windows 10)

Would you like remote assistance to troubleshoot this?

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Customer reply replied 4 months ago
Is it set up for wifi connections?
Yes, has been working for some months.What operating system are you using? (e.g. Windows 10) Mac OS desktop, 10.13.3Would you like remote assistance to troubleshoot this? Let's try and avoid additional costs for a set-up that is still under warranty! Otherwise I would welcome a call.
Customer reply replied 4 months ago
Printer HP OfficeJet 5740
Technician: Richard, Technician replied 4 months ago
Richard
Richard, Technician
Category: Printers
Satisfied Customers: 47,232
Experience: Printer and scanner problem resolver for over 15 years
Verified

Hi there and welcome

When you connected the printer via USB, did you reinstall the printer so it would use the USB connection?

Please let me know

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Technician: Richard, Technician replied 4 months ago

Thank you

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Richard
Richard, Technician
Category: Printers
Satisfied Customers: 47,232
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