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Won't print ----It goes to COPY, but does not Print. Before…

Customer Question
Won't print ----It goes...

Won't print ----It goes to COPY, but does not Print. Before you ask, I've checked the cords (in-wall and to the printer itself) multiple times, but still no luck.

Technician's Assistant: What's the brand and model of your printer?

XP 430

Technician's Assistant: How long has this been going on with your printer?

Probably a month

Technician's Assistant: When did you last update the Operating System (OS) on the computer or device you're printing from?

Oh, dear ---I know what you're referring to. It's been maybe close to a year.

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

I just need help. I have a document (from the glass) that won't print, and I need to have this problem resolved sooner than later.

Submitted: 3 months ago.Category: Printers
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Answered in 7 minutes by:
4/2/2018
Technician: Elgin Vega, Computer Hardware Engineer replied 3 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.

How is the printer connected, USB or Wireless?

What operating system is installed in the computer you are using to print/Scan?

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Customer reply replied 3 months ago
USB El Capitain (?) OSX (?) Guess we can't do business. I don't have $39 to spare right now. I thought the initial $5 refundable would be enough.
Technician: Elgin Vega, Computer Hardware Engineer replied 3 months ago

So, don't need the service?

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Customer reply replied 3 months ago
I still need the service, but I can't pay $39 right now.
Technician: Elgin Vega, Computer Hardware Engineer replied 3 months ago

Ignore the 39$ pop up.

Want me to connect to your computer and check the problem?

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Customer reply replied 3 months ago
Do I still have to pay $39?
Technician: Elgin Vega, Computer Hardware Engineer replied 3 months ago

No.

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Customer reply replied 3 months ago
O.K. Work your magic, please. And thanks! Hope you're telling the truth.
Technician: Elgin Vega, Computer Hardware Engineer replied 3 months ago

Use this link

http://www.justanswer.com/remotedesktop/join.aspx?Session=99bf8ad2-e7c9-425a-b003-5055d39c37ac

Click I agree and install the application, and I will be connected

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Customer reply replied 3 months ago
I clicked on agree successfully --- but when clicked on installation ---a bubble appeared then disappeared. What's up with that?
Customer reply replied 3 months ago
Shall I click on Securely Connect now? Remember you said I wouldn't be charged the $39.
Technician: Elgin Vega, Computer Hardware Engineer replied 3 months ago

no dont click it

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Technician: Elgin Vega, Computer Hardware Engineer replied 3 months ago

Use this link

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

Download teamviewer and install it.

Give me the teamviewer id and password ***** I can connect.

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Customer reply replied 3 months ago
This is a nightmare. Where do I get the Teamviewer ID and the password. Believe me-- I'm not an idiot. I'm trying hard to comply. I did find v13.1.2991 (whatever that is) but password?
Technician: Elgin Vega, Computer Hardware Engineer replied 3 months ago

once you open teamviewer it will give you a partner id and a password

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Customer reply replied 3 months ago
When I click on Teamviewer link, I get a bubble that goes up then disappears.
Technician: Elgin Vega, Computer Hardware Engineer replied 3 months ago

That's strange

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Customer reply replied 3 months ago
You're telling me? So, what's the solution?
Technician: Elgin Vega, Computer Hardware Engineer replied 3 months ago

What message you get when trying to print/scan?

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Customer reply replied 3 months ago
No message whatsoever. It just says B&W copying. I can't get to Print. Even the Copy setting is not copying. All I get is a blank white sheet of paper. Thanks for staying with me ---so far. I'm frustrated.
Technician: Elgin Vega, Computer Hardware Engineer replied 3 months ago

It will be hard for me to check the printer without a remote session to check the software status.

I will opt out so other expert with better ideas can help you

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Technician: Harry, Engineer replied 3 months ago
Harry
Harry, Engineer
Category: Printers
Satisfied Customers: 2,579
Experience: IT at Justanswer
Verified

Hello:

Welcome to JustAnswer! My name is ***** ***** I am happy to be assisting you today. My sincerest apologies that it look so long for someone to reply. I've just logged in and saw your question waiting and I'm happy to assist you. Before we begin, can you please let me know if you still need help with your question? Just use the reply box to let me know.

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Category: Printers
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