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I need help with my printer, wireless, 3 weeks ago, no

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I need help with my printer

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

Wireless

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

3 weeks ago

Submitted: 4 months ago.Category: Printers
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Answered in 1 minute by:
3/19/2018
Technician: Viet - Printer Tech, Printer Technician replied 4 months ago
Viet - Printer Tech
Viet - Printer Tech, Printer Technician
Category: Printers
Satisfied Customers: 40,830
Experience: Troubleshoot printers, scanners, etc.
Verified

Hi,
I'm sorry about the issue. Is there any error or message?

What's the model of your printer?
Do you have Windows xp, vista, or 7, 8, 10, or Mac computer?
Please reply at the box below. Thank you,

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Technician: Viet - Printer Tech, Printer Technician replied 4 months ago

What's the make / model of your computer?

It looks like you are not there. We can schedule another time.

When you are available, please type at the box below, then click on the Send button below to communicate with me, so I can help. Thank you.

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Customer reply replied 4 months ago
I have Windows 10 it is a HP labtop
Technician: Viet - Printer Tech, Printer Technician replied 4 months ago

Thank you. Can you please check the label(s) on your printer for the model of it?

Please type at the box below, then click on the Send button below to communicate with me, so I can help. Thank you.

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Customer reply replied 4 months ago
HP officejet Pro 8610
Technician: Viet - Printer Tech, Printer Technician replied 4 months ago

Thank you. What's the status of the Wi-Fi / wireless / signal icon on the printer's screen?

Are you currently able to make a copy from the printer's glass (not printing from the computer)?

Please type at the box below, then click on the Send button below to communicate with me. Thank you.

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Customer reply replied 4 months ago
All the other devices we have in the house can print to the printer my laptop is the only one that can't I had this problem about 3 weeks ago with this laptop I think I'm going to have to bring the laptop back to Best Buy
Technician: Viet - Printer Tech, Printer Technician replied 4 months ago

I can fix your laptop's printing issue quickly right now. Is there any error or message?

- Can we do a remote support session, so I can troubleshoot the issue directly and quickly on your laptop together with you?
Please reply at the box below. Thank you,

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Customer reply replied 4 months ago
Okay I'll try and see what the error message says on the
Customer reply replied 4 months ago
I am going to try to print something to find the error message
Technician: Viet - Printer Tech, Printer Technician replied 4 months ago

OK. Also, do you have the program called HP Officejet... on your laptop?

Please reply at the box below. Thank you.

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Customer reply replied 4 months ago
Hp11fe96 (HP Officejet Pro 8610. That is what it says when I try to print
Customer reply replied 4 months ago
I do
Technician: Viet - Printer Tech, Printer Technician replied 4 months ago

Can you open Control Panel on the computer, then open Hardware and Sound, if available, then open Devices and Printers, then delete all the HP printer(s) there for now?

I can troubleshoot the printing issue directly on your computer?

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Customer reply replied 4 months ago
Ok
Customer reply replied 4 months ago
How do I get to hardware and sound
Technician: Viet - Printer Tech, Printer Technician replied 4 months ago

Are you able to to open Control Panel on your laptop?

- On your laptop, please click on the website below in order to connect with me remotely, then I can help you directly:

https://tinyurl.com/y7q4co4a
, then allow the Elsinore.ScreenConnect program to download/run/open when prompted at the bottom.
Note: If it does not connect within 5 minutes, then please reply at the box below and let me know. Thank you,

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Customer reply replied 4 months ago
Can you remote into my laptop
Technician: Viet - Printer Tech, Printer Technician replied 4 months ago

Yes. On your laptop, please click on the website below in order to connect with me remotely, then I can help you directly:

https://tinyurl.com/y7q4co4a
, then allow the Elsinore.ScreenConnect program to download/run/open when prompted at the bottom.
Note: If it does not connect within 5 minutes, then please reply at the box below and let me know. Thank you,

Ask Your Own Printers Question
Technician: Viet - Printer Tech, Printer Technician replied 4 months ago

1. On your laptop computer, click on the website below in order to connect remotely with me, then I can help you directly:

https://tinyurl.com/y7q4co4a
, then click on Open or Run (or save) if prompted.
2. Then press at the same time the two keys Ctrl and J on the keyboard, then the Downloads window should open.
3. Then there, open / run the item called Elsinore.ScreenConnect.Client and install it.
; (If needed, double-click on the item Elsinore.ScreenConnect.Client and open / run / install it.)
Please reply at the box below. Thank you.

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Customer reply replied 4 months ago
the laptop will not open the link
Technician: Viet - Printer Tech, Printer Technician replied 4 months ago

On your laptop, what happens when you click on the website https://tinyurl.com/y7q4co4a

, do you see an item called Elsinore.ScreenConnect.Client, usually shown at the bottom of your laptop's screen?

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Customer reply replied 4 months ago
it opens a blank page for a second and then goes away
Technician: Viet - Printer Tech, Printer Technician replied 4 months ago

On your laptop's keyboard, press at the same time the two keys Ctrl and J on the keyboard, then what do you see next?

Do you see an item called Elsinore.ScreenConnect.Client now?

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Customer reply replied 4 months ago
no I don't
Customer reply replied 4 months ago
can you remote onto my laptop
Technician: Viet - Printer Tech, Printer Technician replied 4 months ago

It seems your laptop is not letting me to connect remotely, but I can provide written solution.

- On your laptop, press at the same time the two keys Windows logo and R on the computer's keyboard, then type control then click OK. Then does the Control Panel window open?

Ask Your Own Printers Question
Customer reply replied 4 months ago
I'm trying but its not working
Technician: Viet - Printer Tech, Printer Technician replied 4 months ago

Press at the same time the two keys Windows logo and R on your laptop's keyboard, then what do you see next?

Ask Your Own Printers Question
Customer reply replied 4 months ago
I keep getting a pop up that's telling me to type a program or a folder
Technician: Viet - Printer Tech, Printer Technician replied 4 months ago

When you get a popup, can you please type control then click OK? Then do you see the Control Panel window appear now?

Ask Your Own Printers Question
Customer reply replied 4 months ago
no, that's not the popup I'm getting
Technician: Viet - Printer Tech, Printer Technician replied 4 months ago

1. Press at the same time the two keys Windows logo and R on your laptop's keyboard.

- Then you would see the popup says "Type the name of a program, folder, etc."

2. Now in that popup box, type the word CONTROL

3. Then click OK at bottom.

4. Then what do you see next?

Ask Your Own Printers Question
Customer reply replied 4 months ago
i have the control windo
Technician: Viet - Printer Tech, Printer Technician replied 4 months ago
  1. Great. Now in Control Panel window, open the option called Hardware and Sound if available. Then open option Devices and Printers.
  2. Then there, right-click on the HP printer, then click on option Remove device and click on Yes to confirm to delete it for now.
  3. Then is the HP printer gone for now?
Ask Your Own Printers Question
Customer reply replied 4 months ago
what are we look for on the control pane
Technician: Viet - Printer Tech, Printer Technician replied 4 months ago
  1. In Control Panel window, open the option called Hardware and Sound if available.
  2. Then open option Devices and Printers.
  3. Then there, right-click on the HP printer, then click on option Remove device and click on Yes to confirm to delete it for now.
  4. Then is the HP printer gone for now?
Ask Your Own Printers Question
Customer reply replied 4 months ago
ok
Technician: Viet - Printer Tech, Printer Technician replied 4 months ago

Once you have deleted all the HP printer(s), then open the program called HP Officejet... on your laptop, then follow the steps there to re-set up your printer, then see if you can print now.

Please let me know. Thank you.

Ask Your Own Printers Question
Customer reply replied 4 months ago
deleted
Technician: Viet - Printer Tech, Printer Technician replied 4 months ago

Great. Now, please open the program called HP Officejet... on your laptop, then follow the steps there to re-set up your printer, then see if you can print now.

Please let me know. Thank you.

Ask Your Own Printers Question
Customer reply replied 4 months ago
i can not add printer
Technician: Viet - Printer Tech, Printer Technician replied 4 months ago

On your laptop, please download / install the HP Officejet Pro 8610 e-All-in-One Printer series Full Feature Software and Drivers at the website below and check:

https://support.hp.com/us-en/drivers/selfservice/swdetails/hp-officejet-pro-8610-e-all-in-one-printer-series/5367603/model/5367606/swItemId/bi-124093-4

Please let me know. Thank you.

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Technician: Viet - Printer Tech, Printer Technician replied 4 months ago

How is it going?

Please type at the box below, then click on the Send button below to communicate with me, so I can help further; we can schedule another time. Thank you.

Ask Your Own Printers Question
Customer reply replied 4 months ago
No
Technician: Viet - Printer Tech, Printer Technician replied 4 months ago

What happens when you download / install the HP Officejet Pro 8610 e-All-in-One Printer series Full Feature Software and Drivers at the website I've provided above? Is there any error or message?

Please let me know. Thank you.

Ask Your Own Printers Question
Customer reply replied 4 months ago
STOP. BEDTIME !!!!
Technician: Viet - Printer Tech, Printer Technician replied 4 months ago

OK. Please get back to me when you are available to continue. Good night! Thank you.

Ask Your Own Printers Question
Technician: Viet - Printer Tech, Printer Technician replied 3 months ago

Have you tried to to download / install the printer's driver / software at the website I've provided above yet?

Do you still need help with the printing issue and/or with anything else?

Please type at the box below, then click on the Send button below to communicate with me, so I can help further; we can schedule a time. Thank you.

Ask Your Own Printers Question
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Disclaimer: Information in questions, answers, and other posts on this site ("Posts") comes from individual users, not JustAnswer; JustAnswer is not responsible for Posts. Posts are for general information, are not intended to substitute for informed professional advice (medical, legal, veterinary, financial, etc.), or to establish a professional-client relationship. The site and services are provided "as is" with no warranty or representations by JustAnswer regarding the qualifications of Experts. To see what credentials have been verified by a third-party service, please click on the "Verified" symbol in some Experts' profiles. JustAnswer is not intended or designed for EMERGENCY questions which should be directed immediately by telephone or in-person to qualified professionals.

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