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Viet - Computer Tech
Viet - Computer Tech, Other
Category: Computer Hardware
Satisfied Customers: 37489
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

Resolved Question:

My scanner, HP officejet 4620 is offline. How do I get back online?
Submitted: 1 year ago.
Category: Computer Hardware
Expert:  Viet - Computer Tech replied 1 year ago.
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 1 year 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.
Expert:  Viet - Computer Tech replied 1 year ago.
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 1 year ago.
Yes
Expert:  Viet - Computer Tech replied 1 year ago.
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 5 other Computer Hardware Specialists are ready to help you
Expert:  Viet - Computer Tech replied 1 year ago.
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,
Expert:  Viet - Computer Tech replied 1 year ago.
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.
Expert:  Viet - Computer Tech replied 1 year ago.
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 1 year ago.
Have not received any download
Expert:  Viet - Computer Tech replied 1 year ago.
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 1 year ago.
It says Hmmm we can reach this page. I clicked refresh. It did not help.
Expert:  Viet - Computer Tech replied 1 year ago.
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 1 year ago.
Received message the download did not succeed
Expert:  Viet - Computer Tech replied 1 year ago.
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 1 year ago.
Have downloaded many items. Am using Google Chrome
Expert:  Viet - Computer Tech replied 1 year ago.
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 1 year ago.
Will do as you suggest. It will take a little time.
Have done as requested.
Expert:  Viet - Computer Tech replied 1 year ago.
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 1 year ago.
Have done as requested.
Appears to be working OK.
Thanks.
Expert:  Viet - Computer Tech replied 1 year ago.
You're welcome. Great. If you need help with anything else, please come back any time. Thank you very much for your patience.

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