How JustAnswer Works:

  • Ask an Expert
    Experts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional Answer
    Via email, text message, or notification as you wait on our site.
    Ask follow up questions if you need to.
  • 100% Satisfaction Guarantee
    Rate the answer you receive.

Ask Viet - Computer Tech Your Own Question

Viet - Computer Tech
Viet - Computer Tech, Other
Category: Computer Hardware
Satisfied Customers: 35767
Experience:  Ten years of computer software and hardware support; Windows 10 8 7 Vista XP & Mac.
30037186
Type Your Computer Hardware Question Here...
Viet - Computer Tech is online now

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, Other
Satisfied Customers: 35767
Experience: Ten years of computer software and hardware support; Windows 10 8 7 Vista XP & Mac.
Viet - Computer Tech and 3 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.

What Customers are Saying:

 
 
 
  • My Expert answered my question promptly and he resolved the issue totally. This is a great service. I am so glad I found it I will definitely use the service again if needed. One Happy Customer
< Previous | Next >
  • My Expert answered my question promptly and he resolved the issue totally. This is a great service. I am so glad I found it I will definitely use the service again if needed. One Happy Customer
  • Wonderful service, prompt, efficient, and accurate. Couldn't have asked for more. I cannot thank you enough for your help. Mary C.
  • This expert is wonderful. They truly know what they are talking about, and they actually care about you. They really helped put my nerves at ease. Thank you so much!!!! Alex
  • Thank you for all your help. It is nice to know that this service is here for people like myself, who need answers fast and are not sure who to consult. GP
  • I couldn't be more satisfied! This is the site I will always come to when I need a second opinion. Justin
  • Just let me say that this encounter has been entirely professional and most helpful. I liked that I could ask additional questions and get answered in a very short turn around. Esther
  • Wonderful service, prompt, efficient, and accurate. Couldn't have asked for more. I cannot thank you enough for your help. Mary C.
 
 
 

Meet The Experts:

 
 
 
  • Russell H.

    Russell H.

    Computer Repairer

    Satisfied Customers:

    80
    Working to keep PC-type computers working since 1988.
< Previous | Next >
  • http://ww2.justanswer.com/uploads/LO/LongTermTech/SMILE4LARGE500by500.64x64.GIF Russell H.'s Avatar

    Russell H.

    Computer Repairer

    Satisfied Customers:

    80
    Working to keep PC-type computers working since 1988.
  • http://ww2.justanswer.com/uploads/FS/fszcze/2012-6-18_181848_500test.64x64.jpg Frederick S's Avatar

    Frederick S

    Computer Specialist

    Satisfied Customers:

    51
    Computer technician; founder of a home PC repair company.
  • http://ww2.justanswer.com/uploads/SH/Shefin/2012-6-6_17328_1.64x64.jpg Shefin's Avatar

    Shefin

    Computer Hardware Engineer

    Satisfied Customers:

    42
    Working as Tech support specialist with a world famous computer manufacturer
  • http://ww2.justanswer.com/uploads/JE/jessmagz/2012-6-6_18129_jm.64x64.jpg Jess M.'s Avatar

    Jess M.

    Computer Support Specialist

    Satisfied Customers:

    39
    Computer Hardware Support Specialist for more than 10 years
  • http://ww2.justanswer.com/uploads/SE/Seashore2011/2011-12-6_33418_111205223015.64x64.jpg Chris L.'s Avatar

    Chris L.

    Support Specialist

    Satisfied Customers:

    37
    Certified Hardware expert with over 10 years experience.
  • http://ww2.justanswer.com/uploads/SF/sfeehan/2012-10-13_16941_SeanFormal.64x64.jpg Sean Feehan's Avatar

    Sean Feehan

    Computer Repairer

    Satisfied Customers:

    30
    11 years of repair, 3+ in a professional setting
  • http://ww2.justanswer.com/uploads/mike58801/2010-5-24_13250_On-force.jpeg mike58801's Avatar

    mike58801

    Computer Repairer

    Satisfied Customers:

    29
    A+certified IT Tech