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This is ******* ****, every time I try to print an

Customer Question
This is ******* ****...

This is ******* ****, every time I try to print an attachment to an e-mail I see a sign Virus Scan Failed. Can you help me please? This is ******* **** every time I try to print an attachment to my e-mail, I am unabe to do so as a sign appears "Virus Scan Failed". Can you hel me please.

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

I don't know. I can print my e-mail but I cannot prit the attachment.

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

I have never done that.

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

No. I just want to be able to print my attachments.

Submitted: 6 months ago.Category: Software
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Answered in 5 minutes by:
12/13/2017
Software technician: John Lohr, Computer Hardware Engineer replied 6 months ago
John Lohr
John Lohr, Computer Hardware Engineer
Category: Software
Satisfied Customers: 680
Verified

Hello and thank you for choosing JustAnswer. My name is ***** ***** I will be happy to help you.

What email program are you using?

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Customer reply replied 6 months ago
yahoo.com
Software technician: John Lohr, Computer Hardware Engineer replied 6 months ago

Are you using Google chrome?

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Customer reply replied 6 months ago

I am using Google Chrome. All I want to know is why I can't print attachments to my e-mails. ******* ****

Customer reply replied 6 months ago
Will I receive an e-mail with information?
Customer reply replied 6 months ago
I have no more to add.
Software technician: John Lohr, Computer Hardware Engineer replied 6 months ago

Please ignore the remote access offer as it is automated by the website.

Is this any attachment or just a certain one?

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Customer reply replied 6 months ago
all attachments
Customer reply replied 6 months ago
no more to add
Software technician: John Lohr, Computer Hardware Engineer replied 6 months ago

And it says this at the bottom of the screen in the downloads bar, correct?

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Customer reply replied 6 months ago
No more to add
Customer reply replied 6 months ago
No more to add.
Customer reply replied 6 months ago
Is anyone there?
Customer reply replied 6 months ago
Cn you send me an e-mail giving the solution to my problem?
Customer reply replied 6 months ago
Is Mr. Lohr there?
Customer reply replied 6 months ago
Is anyone there??????????
Software technician: John Lohr, Computer Hardware Engineer replied 6 months ago

Please download and run this file for me. Once downloaded, open the Zip file and double click on the contained file. Once that is complete, restart Google Chrome and try your attachments again please.

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Customer reply replied 6 months ago
Thank you. I will try that now.
Software technician: John Lohr, Computer Hardware Engineer replied 6 months ago

Please let me know the results

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Customer reply replied 6 months ago
I'm sorry, I just can't understand what you want me to do.
Customer reply replied 6 months ago
Do I go to Google Chrome to download the file?
Software technician: John Lohr, Computer Hardware Engineer replied 6 months ago

No problem, I can explain better.

Have you downloaded the file? You should see a blue link on your screen in this chat that you can click. This will download the file

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Customer reply replied 6 months ago
I give up.
Customer reply replied 6 months ago
Can you talk to me on my phone.
Customer reply replied 6 months ago
If you can give me a telephone number to call I can call you.
Software technician: John Lohr, Computer Hardware Engineer replied 6 months ago

A phone call is a premium service that we offer. A phone call costs the same as the remote support charge of an additional $39.

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Customer reply replied 6 months ago
If I call you will I have to pay $39 (which is $78 in my currency)?
Customer reply replied 6 months ago
I suppose I will have to take my computer to a local technician and see if he can fix it. Thanks for your patience.
Software technician: John Lohr, Computer Hardware Engineer replied 6 months ago

Not a problem. I am sorry that we were not able to reach a solution, but would you mind rating my service?

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Customer reply replied 6 months ago
You were patient and tried to help but my problem has not been solved. I have received all your text messages but when I go to the website even though my loudspeaker is on I heard nothing. I guess I am not able to follow your instructions.
Software technician: John Lohr, Computer Hardware Engineer replied 6 months ago

Are you going to the website I sent on your computer?

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Customer reply replied 6 months ago
bit I hear nothing.
Software technician: John Lohr, Computer Hardware Engineer replied 6 months ago

You should not hear anything, a file should download when you click on the link

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Customer reply replied 6 months ago
Every time you send me a website I go to it, but I hear nothing.I can't even get on now.
Customer reply replied 6 months ago
thanks very much for trying to help me.
Software technician: John Lohr, Computer Hardware Engineer replied 6 months ago

You are welcome Phyllis.

Once again I am sorry we couldn't get it straightened out and I hope for the best for you.

I will close this question and have it refunded to you, okay?

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John Lohr
John Lohr
John Lohr, Computer Hardware Engineer
Category: Software
Satisfied Customers: 680
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