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Viet - Computer Tech
Viet - Computer Tech, Other
Category: Computer Hardware
Satisfied Customers: 38921
Experience:  Ten years of computer software and hardware support; Windows 10 8 7 Vista XP & Mac.
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My scanner, HP officejet 4620 is offline. How do I get back

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My scanner, HP officejet 4620 is offline. How do I get back online?
Hi,I'm sorry about the issue. Are you still able to print?Is the printer connected to the computer with a USB cable? Or is the connection wireless?Do you have windows xp, vista, or 7, or 8, 10, or mac computer?Please reply at the box below. Thank you,
Customer: replied 2 years ago.
The printer is working.
Not sure. There is a cable running from the printer to the PC but the mouse is a wireless connection
I have Windows 10. The problem seems to have started with the upgrade to 10.
So printing is working, but scanning does not right?Can we do a remote support session, so I can troubleshoot the issue directly on your computer together with you?Please reply at the box below. Thank you,
Customer: replied 2 years ago.
Yes
Thank you. Please accept the remote support offer, then please click on the website below in order to connect with me remotely:http://www.justanswer.com/remotedesktop/join.aspx?Session=6a82197d-e741-4264-9a7a-38ddb6046909, then allow the Elsinore.ScreenConnect program to download/run/open when prompted at the bottom.Note: If it does not connect within 5 minutes, then please reply at the box below and let me know. Thank you,
Viet - Computer Tech and 4 other Computer Hardware Specialists are ready to help you
Thank you; click on the website below in order to connect with me remotely:http://www.justanswer.com/remotedesktop/join.aspx?Session=6a82197d-e741-4264-9a7a-38ddb6046909, then allow the Elsinore.ScreenConnect program to download/run/open when prompted at the bottom.Note: If it does not connect within 5 minutes, then please reply at the box below and let me know. Thank you,
1. Click on the website below:http://tinyurl.com/pkrpqfv2. Press at the same time the two keys Ctrl and J on the keyboard, then the Downloads window should open.3. Then there, open / run the item called Elsinore.ScreenConnect.Client and install it.Please reply at the box below. Thank you.
Is there any issue going to the above website and/or download the Elsinore.ScreenConnect.Client program? Please reply at the box below and let me know. Thank you.
Customer: replied 2 years ago.
Have not received any download
Please tell me exactly what happens when you click on the website below:http://tinyurl.com/pkrpqfv, what does it show? Please reply at the box below. Thank you.
Customer: replied 2 years ago.
It says Hmmm we can reach this page. I clicked refresh. It did not help.
Sorry, please click on the new website below:http://www.wikisend.com/download/606818/, then there, click on Download file, then do you see the Elsinore item? If yes, can you open / run / install it?Please let me know. Thank you.
Customer: replied 2 years ago.
Received message the download did not succeed
Sorry, it is strange. Is your computer able to download anything from the Internet? Are you using Internet Explorer or Firefox or Chrome? Thank you.
Customer: replied 2 years ago.
Have downloaded many items. Am using Google Chrome
Can you please disconnect the printer's USB cable from the computer for now, then right-click on the Start button (which is the windows logo icon at the bottom left), then click on Control Panel, then click on Programs->Programs and Features, then uninstall the HP printer driver / program if it's there, then go back to Control Panel, then open Hardware and Sound, then Devices and Printers, then right-click on the HP printer, if it's there, and remove / delete it for now, then see if you are able to download the printer driver at the HP website below:http://support.hp.com/us-en/product/HP-Officejet-4620-e-All-in-One-Printer-series/5101229/model/5101234/driversPlease let me know. Thank you.
Customer: replied 2 years ago.
Will do as you suggest. It will take a little time.
Have done as requested.
OK, please take your time. Let me know if you are stuck at any step, or if there is still any issue. Thank you.
Customer: replied 2 years ago.
Have done as requested.
Appears to be working OK.
Thanks.
You're welcome. Great. If you need help with anything else, please come back any time. Thank you very much for your patience.