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My printer is new. It is an 'envy 5020' model. I have put…

Customer Question
My printer is new...

My printer is new. It is an 'envy 5020' model. I have put all the leads in the correct place (I thought) - as per my old printer. It's turned on - the touch screen (on the printer) is only in Chinese (and I can't change it) - but nothing is happening as far as printing - cannot get it to print. Nikki

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

I think it's USB - I'm not even sure what that means - very untechnical.

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

When I received this printer last month as a present - I assumed then that I was reading the latest driver information? There was no cd with the printer.

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

Just don't make it too technical - I won't get it!

Submitted: 2 months ago.Category: Printers
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Answered in 5 minutes by:
5/30/2018
Technician: John Castle, Engineer replied 2 months ago
John Castle
John Castle, Engineer
Category: Printers
Satisfied Customers: 1,045
Experience: IT Trainer at QA
Verified

Hi,

Can you give me the full model number from the back of the printer? This will allow me to pull up the steps we need to go into to reset the language.

Regards

John

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Customer reply replied 2 months ago
serial no.TH83J5C1CR FPU No. M2U85 - 64001
Customer reply replied 2 months ago
No thanks - if you can't help please send me my $5.00 back.
Technician: John Castle, Engineer replied 2 months ago

Thanks, ***** ***** connected to the computer with a USB or Ethernet Cable?

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Customer reply replied 2 months ago
I don't know - I think it is a cable.
Technician: John Castle, Engineer replied 2 months ago
  1. Turn your printer off and then on.

  2. On the printer control panel, swipe the display to the left, and then touch the Setup icon.

  3. Touch the first option that displays on the printer control panel. This option is the Preferences menu.

  4. Touch Language. Depending on your printer, the language selection is first or second option that displays on the printer control panel

  5. A list of available languages displays.

  6. Scroll through the list to find your desired language option, and then touch Yes to confirm.

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Customer reply replied 2 months ago
The display panel doesn't change when I swipe to the left (or do anything else).
Customer reply replied 2 months ago
Also the printer will not turn off when I press the off/on button.
Technician: John Castle, Engineer replied 2 months ago

Hi

Can you cut the power and let it power cycle

Upon reset can you tell me If it is responsive?

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Customer reply replied 2 months ago
I'll try it.
Technician: John Castle, Engineer replied 2 months ago

OK thanks let me know either way.. waiting :)

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Technician: John Castle, Engineer replied 2 months ago

Hi

How did you get on?

Thanks

John

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Customer reply replied 2 months ago
Sorry - everything is exactly the same and the printer still will not print.
Technician: John Castle, Engineer replied 2 months ago

I would like to now try a hardware diagnostic.

Do you see the SPANNER symbol on the TOP of the SCREEN?

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