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Ask Shefin Your Own Question

Shefin
Shefin, Computer Hardware Engineer
Category: Computer Hardware
Satisfied Customers: 4953
Experience:  Working as Tech support specialist with a world famous computer manufacturer
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my printer will not repsond to my computer, it will not connect

Customer Question

my printer will not repsond to my computer, it will not connect online although it copies well.
Submitted: 3 years ago.
Category: Computer Hardware
Expert:  Shefin replied 3 years ago.

Shefin :
Hello! Thank you for your question. I am Shefin and I look forward to helping you with your issue today.
Shefin :
Please let me know when you are ready.
JACUSTOMER-ttwbgwha- :

Ready

Shefin :

May I know the operating system you are using? Is it Windows 7?

JACUSTOMER-ttwbgwha- :

windows 7

Shefin :

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

JACUSTOMER-ttwbgwha- :

wifi

Shefin :

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

JACUSTOMER-ttwbgwha- :

HP photosmart B109n

Shefin :

Have you setup wireless on the printer?

JACUSTOMER-ttwbgwha- :

It does not have its own set up but there is a screen on my computer which enables some set up.

Shefin :

Please wait for a couple of minutes.

JACUSTOMER-ttwbgwha- :

It also displays its connectivity which althe time it is unconnected

Shefin :

Please go to the link below, download and install HP Print & Scan doctor.

Shefin :

Please wait.

Shefin :

DO you have the driver disc with you?

JACUSTOMER-ttwbgwha- :

No I have never had a driver disk

Shefin :
Please click Start button and select Devices and Printers.
JACUSTOMER-ttwbgwha- :

Done

Shefin :

Do you see the printer name listed over there with a green check mark?

JACUSTOMER-ttwbgwha- :

Yes

Shefin :
Right click on the printer name and select Remove Device/Delete.
Shefin :
Remove all the printers that you are not using.
JACUSTOMER-ttwbgwha- :

Done

Shefin :
Then, get into Control panel and select Uninstall a Program (listed under Programs).
JACUSTOMER-ttwbgwha- :

Done

Shefin :
Uninstall all printer related programs listed over there.
JACUSTOMER-ttwbgwha- :

There are 8. Do you wish to uninstall all?

Shefin :

All are printer software?

Shefin :

If so, please uninstall them all.

JACUSTOMER-ttwbgwha- :

Yes

Shefin :

If so, please uninstall them all.

JACUSTOMER-ttwbgwha- :

deleting one has shut down my computer

Shefin :

Okay.

Shefin :

Have you uninstalled all?

JACUSTOMER-ttwbgwha- :

No I dare not in case they shut the computer down one by one.

Shefin :

Okay.

JACUSTOMER-ttwbgwha- :

I am rapidly coming to the conclusion it wiil be cheaper to buy a new printer

Shefin :

No. the connection issue is not with the printer.

Shefin :

At least, you can use it with USB cable.

JACUSTOMER-ttwbgwha- :

OK what do you wish me to do now

Shefin :

Please complete the uninstallation and let me know.

JACUSTOMER-ttwbgwha- :

How do i use it with a usb cable?

Shefin :

Just connect the USB cable to the printer and the computer, then install the printer driver.

JACUSTOMER-ttwbgwha- :

I do not have a printer driver so will continue deleting

Shefin :

You need to have the driver for installing with wireless too.

Shefin :

I will help you download the driver.

JACUSTOMER-ttwbgwha- :

OK

JACUSTOMER-ttwbgwha- :

I am at present deleting the HP programs.

Shefin :

Are you using a HP Laptop?

Shefin :

Have you uninstalled all that?

JACUSTOMER-ttwbgwha- :

NO. A dell studio windows 7

JACUSTOMER-ttwbgwha- :

It is taking a long time to uninstall 8 programs

JACUSTOMER-ttwbgwha- :

It is telling me that I will need to restart to delect a program

Shefin :

After the installation, please download and install the driver from the link below.+

JACUSTOMER-ttwbgwha- :

There ar 5 promrams to delete first

Shefin :
Please go to the link, select your operating system (E.g. Windows 7, 64 bit), then click next.
Shefin :

Select Driver - Product Installation Software and under that, click HP Photosmart Full Feature Software and Drivers.

Shefin :

Then click Download. Download and install the software.

Shefin :

Okay.

JACUSTOMER-ttwbgwha- :

What link?

JACUSTOMER-ttwbgwha- :

Done. I am unable to delete two HP files

Shefin :

Okay.

Shefin :

Have you downloaded the driver?

JACUSTOMER-ttwbgwha- :

Yes I think so

Shefin :

Have you completed the download?

JACUSTOMER-ttwbgwha- :

If you mean the driver yes

Shefin :

Have you installed it after downloading?

JACUSTOMER-ttwbgwha- :

Yes

Shefin :

Have you selected Network as connection type during the installation?

JACUSTOMER-ttwbgwha- :

I do not remember being asked to select anything

Shefin :

You have done the installation, only after deleting all HP files. Right?

JACUSTOMER-ttwbgwha- :

Two hp files wiil not delete but i will try again now

Shefin :

Not now.

Shefin :

You have installed the printer driver after deleting all others. Right?

JACUSTOMER-ttwbgwha- :

All hp files hane been uninstalled

Shefin :

Please click Start and from the Start menu, select Computer.

JACUSTOMER-ttwbgwha- :

Done

Shefin :

Do you see Downloads folder on the left pane?

JACUSTOMER-ttwbgwha- :

Yes

Shefin :

Open Downloads folder.

Shefin :

Over there, do you see a file named PS_AIO_06_B109n-z_USW_Full_Win_enu_140_175.exe?

JACUSTOMER-ttwbgwha- :

Yes

Shefin :

Double click on that.

JACUSTOMER-ttwbgwha- :

There is a message that the file is corrupt

Shefin :

Ifso, you have not completed the download yet.

Shefin :

That is a 162.0MB file.

JACUSTOMER-ttwbgwha- :

1 mb on my isp is a minute. I only have 1Mb speed max as I live in the country.

Shefin :

So, it will take a long time to get it downloaded.

JACUSTOMER-ttwbgwha- :

Yes

Shefin :

Please download it again and try to run it tommorrow.

Shefin :

Or, when it completed the download.

JACUSTOMER-ttwbgwha- :

i could run it now and let it run overnight

Shefin :

Okay.

JACUSTOMER-ttwbgwha- :

See you again tomorrow. Thanks for your efforts so far. I suspect the problem was caused by my change to a new isp.

Shefin :

Yes.

Shefin :

You have to set it up again.

Shefin :

By runnning the driver.

Shefin :
Please come back when you complete the download.
JACUSTOMER-ttwbgwha- :

You mean running it again tomorrow?

Shefin :

Yes, after the download.

JACUSTOMER-ttwbgwha- :

Thanks

Shefin :

You are most welcome!

JACUSTOMER-ttwbgwha- :

Good night

Shefin :

You too.

JACUSTOMER-ttwbgwha- :

Hallo I am back again

JACUSTOMER-ttwbgwha- :

Hello again.

JACUSTOMER-ttwbgwha- :

The file you downloaded was 3MB and corrupted

Shefin :

Are you there?

JACUSTOMER-ttwbgwha- :

Yes

JACUSTOMER-ttwbgwha- :

Are you there?

JACUSTOMER-ttwbgwha- :

I am receiving no reply

JACUSTOMER-ttwbgwha- :

Is something wrong?

Shefin :

I apologize for the delay.

Shefin :

I am here.

JACUSTOMER-ttwbgwha- :

What do I do next?

Shefin :

The download is not good.

Shefin :

You have to redownload it again.

JACUSTOMER-ttwbgwha- :

OK

JACUSTOMER-ttwbgwha- :

How large is it?

Shefin :

162 MB.

JACUSTOMER-ttwbgwha- :

This could take quite a while

Shefin :

Yes.

Shefin :

However, if the file is only 3MB, somethin stopped it from downloading.

JACUSTOMER-ttwbgwha- :

Not me

Shefin :

Could you please try downloading it again?

JACUSTOMER-ttwbgwha- :

Downloading

Shefin :

Okay.

Shefin :

Check the file size.

JACUSTOMER-ttwbgwha- :

I now have 3. at 0 ,3.3 and a part file ay 30MB

Shefin :

Please wait and check if it is increasing the size.

JACUSTOMER-ttwbgwha- :

NO

Shefin :

May I know the file name?

JACUSTOMER-ttwbgwha- :

PS_AIO_06_B109n-z_USW_Full_Win_enu_140_175(1).exe.part

Shefin :

Please delete all the files with name PS_AIO_06_B109n-z_USW_Full_Win_enu_140_175(.

JACUSTOMER-ttwbgwha- :

I cannot delet one because it is open in firefox

Shefin :

It is downloading.

Shefin :

Delete all else.

JACUSTOMER-ttwbgwha- :

Done

Shefin :

And check the size of the file that is downloading. Check if it is increasing the sze.

JACUSTOMER-ttwbgwha- :

68MB

Shefin :

Please wait and check it after 5 minutes.

JACUSTOMER-ttwbgwha- :

no sigh of it increasing at the moment

Shefin :

Please wait and check it after 5 minutes.

JACUSTOMER-ttwbgwha- :

ok

JACUSTOMER-ttwbgwha- :

In its propertice it says 96MB but on screen it is 68MB

Shefin :

Check the properties again after 5 minutes.

JACUSTOMER-ttwbgwha- :

In its properties it has grown to 111MB

Shefin :

Okay.Please wait.

JACUSTOMER-ttwbgwha- :

on screen it reads 624KB on its properties it reads 161MBpart file

Shefin :

Please wait for some more time.

Shefin :

Till 162 MB.

JACUSTOMER-ttwbgwha- :

It reads 165MB on screen and no ;onger part file

Shefin :

Please wait for two more minutes.

Shefin :

Is it still 165 MB?

JACUSTOMER-ttwbgwha- :

Yes 165.193MB and static

Shefin :

Double click on it.

Shefin :

And click run.

Shefin :

Have you done that?

JACUSTOMER-ttwbgwha- :

Yes it led to avariety of downloads. But I am stuck on findine a lead fro printer to to the computer to the printer that I need to finalise the printer set up. I have so many leads that it is difficult to find the right one. I am continuing to look.

Shefin :

Lead from printer means?

Shefin :

USB cable?

Shefin :

Are you there?

JACUSTOMER-ttwbgwha- :

Yes I have just foungd the computer lead

Shefin :

Have you connected it and installed the printer?

JACUSTOMER-ttwbgwha- :

Yes and it

Shefin :

Are you able to print now?

JACUSTOMER-ttwbgwha- :

is doing all sorts of thing including checking network several times

Shefin :

Are you able to find your wireless network?

JACUSTOMER-ttwbgwha- :

I seen to have something but my isp seems to habe messed it up. I will be changing to BTs isp in a couple of weeks.

JACUSTOMER-ttwbgwha- :

I need a rest back later

JACUSTOMER-ttwbgwha- :

It is trying to print but nothing aooears

Shefin :

Are you able to select your wireless name and enter password?

JACUSTOMER-ttwbgwha- :

No

Shefin :

You have selected wireless as connection type during the installation. Right?

JACUSTOMER-ttwbgwha- :

It is very good at printing nothing

Shefin :

You have selected wireless as connection type during the installation. Right?

Shefin :

Are you there?

JACUSTOMER-ttwbgwha- :

Yes

Shefin :

You have selected wireless as connection type during the installation. Right?

JACUSTOMER-ttwbgwha- :

The3 printer will respond if connected directly with the computer. It responds but the sheet comes out without print. The thye wifi connention does not work

JACUSTOMER-ttwbgwha- :

good night

Shefin :

Have you recently changed any cartridges?

JACUSTOMER-ttwbgwha- :

I have ordered new cartridges which arrive 7 nov

JACUSTOMER-ttwbgwha- :

Sorry I should have said first that I had not changed any cartridges

Shefin :

Are you sure that all of your cartrdiges has enough ink on it?

JACUSTOMER-ttwbgwha- :

I am beginning to suspect that there is something mechanically with the printer.

Shefin :

If the cartrdiges does not have ink, it may happen.,

Shefin :

Otherwise, the issue might be with the printhead itself.

JACUSTOMER-ttwbgwha- :

The cartriges have in especially the black one which shows a half level on the HP solution centre. It could well be the print head. There is plenty of ink available

Shefin :

We will try cleaning the printhead and aligning it.

Shefin :

Please wait.

Shefin :

You have connected the printer to the computer using USB cable. Right?

Shefin :

Are you there?

JACUSTOMER-ttwbgwha- :

It is now printing. A bit messy but at least itis an achievement

Shefin :

Click the Windows icon (), click All Programs , click HP , and then click HP Solution Center.

JACUSTOMER-ttwbgwha- :

I need some time to sort out what have now

JACUSTOMER-ttwbgwha- :

we seen to be getting somewhere but before trying to reestablish the wifi connectivity I suggest we wait until I have the replacement isp from BT on 19 nov. I will not forget you.

Shefin :

Alright.

JACUSTOMER-ttwbgwha- :

See you later. Thanks

Shefin :

Bye for now.

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