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I am trying to install printer to new laptop. I get to the…

Customer Question
I am trying to...

I am trying to install printer to new laptop. I get to the step where I am asked which drivers in install. I see a window that printer is installing it gets stuck registering the program information. There is another window that says MP Drivers. However installation progress is 0%, about 14 minutes until completion

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

I have attempted to cancel and start over and receive the same error

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

I attempted 3 time to install

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

I don't know that it has been updated. I do the windows updates as I am advised.

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

Thought I was chatting with a printer expert

Submitted: 2 months ago.Category: Printers
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Answered in 22 minutes by:
5/27/2018
Technician: Aaron B, Computer Support Specialist replied 2 months ago
Aaron B
Aaron B, Computer Support Specialist
Category: Printers
Satisfied Customers: 586
Experience: Thirteen years of experience providing computer support for fortune 500 companies and government.
Verified

Hello,

My name is ***** ***** I can assist you. I can help you via Secure Remote Assistance or this chat. You could try going into task manager and ending all tasks dealing with the printer installation.

Also, you could just restart that computer and try the installation again. Are you trying to install the printer software from a CD-ROM or Internet download?

Thanks,

Aaron

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Customer reply replied 2 months ago
CD-ROM
Technician: Aaron B, Computer Support Specialist replied 2 months ago

Thanks. Make sure your only running one installation instance at a time. The first one that says 14 percent to completion does the progress indicator seem to change?

That instance might be stuck.

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Customer reply replied 2 months ago
when you say instance is stuck, why would it do that multiple times?
Customer reply replied 2 months ago
Because I agreed to the 39.00 fee am I still being charged?
Technician: Aaron B, Computer Support Specialist replied 2 months ago

Each time you try to install those drivers it will start another instance of the installer. You only want one running. You get charged $5 for deposit and whatever you agreed to when you created an account and entered your credit card.

If you agree to $5+$39 then you get charged $44. Secure Remote Assistance is an additional charge. I don't have access to billing information.

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Technician: Aaron B, Computer Support Specialist replied 2 months ago

Are you able to get your printer drivers to install?

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Customer reply replied 2 months ago
I understand you can only have one installer running at a time. I agreed $39.00 for secure remote assistance. Which I have not received. I keep receiving error messages sorry technician unable to connect.
Customer reply replied 2 months ago
what about an online conversation
Technician: Aaron B, Computer Support Specialist replied 2 months ago

If I accept the secure remote assistance you will get an additional charge. I believe that an online conversation would have been the $5 deposit plus $39 = $44. Secure remote would be an added charge to the $44.

I would definitely fix your issue remotely, but want to make sure you know that is an additional charge.

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Technician: Aaron B, Computer Support Specialist replied 2 months ago

If you give me your exact printer model number, I can look to see if you can download that software instead. Perhaps the install will succeed with downloaded software instead. Also, it would help if I knew what operating system you are using.

For example Windows 7, 8, or 10.

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Customer reply replied 2 months ago
Windows 7 Canon Pixma MX920
Technician: Aaron B, Computer Support Specialist replied 2 months ago

Please download printer drivers from this link:

https://www.usa.canon.com/internet/portal/us/home/support/details/printers/inkjet-multifunction/mx-series-inkjet/mx922

Click on "DRIVERS AND DOWNLOADS". Windows 7 should be detected. If not click on drop down list next to "Operating System". Look for the top driver under "Recommended Drivers".

Then click on "Select" to the right. Click on "DOWNLOAD" to the right. Download that software to your computer.

I recommend restarting your computer and starting fresh. Run that installer and now hopefully your printer drivers will get installed.

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