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It won't print. Printer software says the printer is not…

Customer Question
It won't print. Printer...

It won't print. Printer software says the printer is not connected.

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

Wirelessly.

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

I have never updated it.

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

That's it.

Submitted: 2 months ago.Category: Printers
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Answered in 13 minutes by:
3/31/2018
Technician: Shefin, Printer and Office Equip. Specialist replied 2 months ago
Shefin
Shefin, Printer and Office Equip. Specialist
Category: Printers
Satisfied Customers: 6,497
Experience: Working as tech support specialist with a worldwide computer manufacturer.
Verified

Hello!

Thank you for your question. I am Shefin and I look forward to helping you with your issue today.

May I know the make and model number of your printer?

May I know the operating system you are using? Is it Windows 10?

How do you connect the printer to the computer? Using USB cable?

Are you able to copy like Xerox (photocopy) without using the computer?

Thank you.

Shefin

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Customer reply replied 2 months ago
Hi, the printer is an Epsom 640I am using a Mac running High Sierra 10.13.3Wireless connectCopies just fine.The printer displayed a message that I need to update the firmware. I tried several times to do this following the on-screen instructions but the printer cannot connect to the router.
Technician: Shefin, Printer and Office Equip. Specialist replied 2 months ago

Hi,

Please try the following and let me know the result.

  1. Choose System Preferences from the Apple menu.
  2. Choose Print & Fax (or Print & Scan) or Printers & Scanners.
  3. Hold down the Control key as you click in the list at the left, then choose “Reset printing system” from the menu that appears.
  4. Then, click the + (plus sign that you see on the Printers & Scanners window, and not on the keyboard) sign to add printer. Select your printer from the list.
    Note : Make sure that you are resetting the printing system before adding the printer.

If the issue persists, let me know the exact model number. E.g. Epson XP-640 or Epson Stylus Color-640

If you appreciate my service, please rate it EXCELLENT by clicking the EXCELLENT (5 Stars) and Submit.

My goal is to provide you with excellent service – if you feel you have gotten anything less, please reply back, I am happy to address follow-up questions. Thank you for your business!

Thank you!

Shefin

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Customer reply replied 2 months ago
Did #3 as you suggested and everything disappeared.
The dialogue box will not allow me to type anything in.
Customer reply replied 2 months ago
Did #3 as you suggested and everything disappeared.
The dialogue box will not allow me to type anything in.35 mins later. Response please
Technician: Elgin Vega, Computer Hardware Engineer replied 2 months ago
Elgin Vega
Elgin Vega, Computer Hardware Engineer
Category: Printers
Satisfied Customers: 191
Experience: Tech Support Analyst at Dell
Verified

Hi, my name is***** will try my best to help you with this request.

Are you available for a remote session using teamviewer so I can check the problem with the printer?

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Technician: Elgin Vega, Computer Hardware Engineer replied 2 months ago

Use this link to download teamviewer for mac.

https://www.teamviewer.com/en/download/mac/

Install ti and open it, give me the id and password ***** I can connect

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Customer reply replied 2 months ago
id. 297 490 220pw. 365rxr
Technician: Elgin Vega, Computer Hardware Engineer replied 2 months ago

Do you have the usb cable?

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Technician: Elgin Vega, Computer Hardware Engineer replied 2 months ago

write the wifi password *****

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Customer reply replied 2 months ago
I can't remember it, but I will give it a few tries.
Technician: Elgin Vega, Computer Hardware Engineer replied 2 months ago

ok

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Customer reply replied 2 months ago
can you set it up to work wirelessly please.
Technician: Elgin Vega, Computer Hardware Engineer replied 2 months ago

ok

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Technician: Elgin Vega, Computer Hardware Engineer replied 2 months ago

Show me the printer setup

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Technician: Elgin Vega, Computer Hardware Engineer replied 2 months ago

I think I lost connection

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Technician: Elgin Vega, Computer Hardware Engineer replied 2 months ago

I says installation complete

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Technician: Elgin Vega, Computer Hardware Engineer replied 2 months ago

Try to print something please

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Customer reply replied 2 months ago
let me try and print something
Technician: Elgin Vega, Computer Hardware Engineer replied 2 months ago

ok

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Customer reply replied 2 months ago
let me try and print somethingprinter dialogue box says printer is offline
Technician: Elgin Vega, Computer Hardware Engineer replied 2 months ago

let me try one last time

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Technician: Elgin Vega, Computer Hardware Engineer replied 2 months ago

try setting up with the printer buttons

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Customer reply replied 2 months ago
let me try and print somethingprinter dialogue box says printer is offlineNow it says it is out of paper. Plenty of paper, added more. opened and closed tray multiple times. still no go
Technician: Elgin Vega, Computer Hardware Engineer replied 2 months ago

ok

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Technician: Elgin Vega, Computer Hardware Engineer replied 2 months ago

Did you print something?

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Customer reply replied 2 months ago
It's no good, it won't set up!
Technician: Elgin Vega, Computer Hardware Engineer replied 2 months ago

Well, It seems like I cannot fix this problem.

I'll opt out the question so other expert can help you.

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Customer reply replied 2 months ago
It's no good, it won't set up!OK
Technician: technicalcat, Consultant replied 2 months ago
technicalcat
technicalcat, Consultant
Category: Printers
Satisfied Customers: 2,535
Experience: 20 years experience. B.S. Computer Science
Verified

Hello and thank you for using JustAnswer. This is an independent, fee-based technical support site.

My name is ***** ***** I look forward to helping you now.

Sorry the previous experts didn't seem to get things working for you. Wireless printer setups can be difficult over Q&A to get working. The fastest and easiest way to fix these kinds of problems is a remote connection, which includes phone support. I can connect directly to your computer and call you and fix the problem while you watch and communicate with me. Would you like remote services?

NOTE: To reply to me, please type your message in the box below and click the button to send.

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Customer reply replied 2 months ago
lets just try something else first. Is there a way in which I can change the password ***** the printer?
Technician: technicalcat, Consultant replied 2 months ago

The printer has no password. Based on previous conversation, it appears your printer is not connected to your wireless network. The challenge is connecting the printer to the wireless , and you need to use the standard/wizard setup on your printer. You'll select your SSID, and then you'll enter the password, carefully. You'll then get a confirmation that the printer is connected. You must not use WPS or pushbutton , but instead select a standard wireless setup.

This is all much easier with remote/phone, and I can guarantee we will get it working that way. I have sent you an offer. thanks.

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Customer reply replied 2 months ago
No thank you. it's not worth any more time and effort
Technician: technicalcat, Consultant replied 2 months ago

If you don't want to pay for phone/remote service, that is fine. Just follow the instructions I previously sent to you. All printers are mostly the same in this way. You go to network setup, and proceed from there. Select your WIFI, enter password. Now, you may not know your password, and that's where remote access will be necessary, if we can get access to your router.

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Category: Printers
Satisfied Customers: 2,535
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