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 Richard Your Own Question
Richard
Richard, Computer Support Specialist
Category: Computer
Satisfied Customers: 36526
Experience:  Over 15 years of consulting to the IT industry
32989067
Type Your Computer Question Here...
Richard is online now

I have recently purchased a laserjet pro 200 colour printer

Resolved Question:

I have recently purchased a laserjet pro 200 colour printer and after initial installation it will now not print, I have uninstalled the CD, reinstalled it, turned the computer off and on unplugged the device and now the CD STOPS at 99% installed saying, it took to long to load. what is wrong!!!
Submitted: 3 years ago.
Category: Computer
Expert:  Richard replied 3 years ago.
Thank you for your question, my name is XXXXX XXXXX I look forward to assisting you.

Please note, click on Reply to Expert to reply to me, a rating is only needed when we are finished.

Can you click Start, then Right click My Computer and select properties.

Tell me which Windows XP Service pack you have installed please eg: Service Pack 3.

Thank you
Customer: replied 3 years ago.

no idea how do i find that out

Expert:  Richard replied 3 years ago.
By doing the instructions I gave please Roger.

I will repeat them

Can you click Start, then Right click My Computer and select properties.

Tell me which Windows XP Service pack you have installed please eg: Service Pack 3.

Thank you
Customer: replied 3 years ago.

when I click start the screen is filled with boxes which direct me to all sorts of information but no my computer-I am using windows 8 if that helps

Expert:  Richard replied 3 years ago.
Ah ok, it said here you had windows XP Roger.

In this case, Swipe in from the right edge of the screen, tap Settings, and then tap Change PC settings.
(If you're using a mouse, point to the lower-right corner of the screen, move the mouse pointer up, click Settings, and then click Change PC settings.)
Tap or click PC and devices, and then tap or click PC info.

Look under Windows for the version and edition of Windows that your PC is running. Is it 64 Bit or 32Bit?

Please let me know

Thank you
Customer: replied 3 years ago.

system type 64 bit operating system x64-based processor

Expert:  Richard replied 3 years ago.
Thanks Roger.

I have the correct driver for you on my link below.

http://tinyurl.com/ouzcc3h

Once downloaded, run the file and perform the installation.

Then restart the computer and tell me if you can now print please.

Thank you
Customer: replied 3 years ago.

it now says ensure printer is ready-which it says it is, it then says connect the cable which i have but the next button does not illuminate i have even changed the cable

Expert:  Richard replied 3 years ago.
Can you try to plug it into a different USB port please Roger and tell me if it is then detected.

Customer: replied 3 years ago.

it now says about the CD THAT CAME WITH THE PRODUCT

Expert:  Richard replied 3 years ago.
Sorry I dont understand your message Roger.

Can you tell me the exact message it is saying please?

Customer: replied 3 years ago.

BD ROM DRIVE (E:) HP installer-tap to choose what happens to the disc-this is the way i was originally installing the programme

Expert:  Richard replied 3 years ago.
ok, then it looks to be installing from the disk, and not my file.

Are you able to complete the installation this way Roger?
Customer: replied 3 years ago.

yes but that was the problem as it stopped at 99%

Expert:  Richard replied 3 years ago.
ok, but we started it from my file.

Tell me if it again stops at 99% please

Customer: replied 3 years ago.

it will not let me as we are stopped at connect with usb cable from your file

Expert:  Richard replied 3 years ago.
ok, and you tried to connect it to a different USB port on the computer Roger? As I requested before?

Customer: replied 3 years ago.

yes and the computer makes a bbb noise but still stuck on connect the cable-NEXT Button not illuminated

Expert:  Richard replied 3 years ago.
ok, disconnect the printer.

Restart the computer and then run the installation, with the printer still disconnected until it asks you to connect it, from my file I gave you.

Let me know the results please

Customer: replied 3 years ago.

I have done all that the printer is illuminated ready on the printer screen the computer sounded bbb when i plugged the usb cable in but the next button is still not illuminating

Expert:  Richard replied 3 years ago.
Can I log on and look please on the connected computer?

It is easier to work with you on this. You can see and control everything I do

Can you please click on my link below.

http://tinyurl.com/9439e

This will download a program to your computer.

Run this program by double clicking it.

You will then see a ID and Password.

Please send that to me in your next message.

Do not close the program, please leave it open.

Make sure to seperate the code numbers with a space eg: 1 2 3 4 5 6 7 8 9

Thank you
Customer: replied 3 years ago.

it is never simple is it-what is my ID and password

Expert:  Richard replied 3 years ago.
It will tell you Roger, when you have downloaded the file (which happens when you click my link) and run the file.
Customer: replied 3 years ago.

it does not- it is asking for my ID and password

Expert:  Richard replied 3 years ago.
It will Roger.

When you run the file, on the left of that window that opens is your ID and Password XXXXX I need.
Customer: replied 3 years ago.

explain -as soon as i click on your link it asks for my ID and password

Expert:  Richard replied 3 years ago.
There is no request for this on my link, it is just a file that is downloaded, no ID and password XXXXX

You click the link, a file is downloaded, you run that file Roger.

It works exactly like this.
Customer: replied 3 years ago.

when i click on your link it immediately displays team viewer quick support and asks for my ID and password XXXXX be put in the boxes it says tell your partner the following ID to connect to the desktop there are 2 boxes one for ID and one for password

Expert:  Richard replied 3 years ago.
yes, and on the left side of the window is Your ID and Password.
Customer: replied 3 years ago.

im sorry in side the box that asks for my id and password XXXXX is no left hand side to access

Expert:  Richard replied 3 years ago.
Look at this picture

http://screenshots.en.sftcdn.net/en/scrn/60000/60958/teamviewer-17.jpg

you will see on the left ID and Password.

If you ran the file I told you to download, this is what you will see Roger.

The fact you said you needed a username and password XXXXX clicking my link, is indicating you did not click my link but went to another address.

So please carefully do my instructions again below

Can you please click on my link below.

http://tinyurl.com/9439e

This will download a program to your computer.

Run this program by double clicking it.

You will then see a ID and Password.

Please send that to me in your next message.

Do not close the program, please leave it open.

Make sure to seperate the code numbers with a space eg: 1 2 3 4 5 6 7 8 9

Thank you
Customer: replied 3 years ago.

i have followed your instructions and the screenshot you showed me does not appear when i access http://tinyurl.com/9439e

Expert:  Richard replied 3 years ago.
Roger

When you access http://tinyurl.com/9439e

A File is DOWNLOADED

You then need to RUN the FILE.

Customer: replied 3 years ago.

im getting a headache, i have double clicked on the http you then say i have to run the file-how- the only thing i can activate is the team site which then asks all sorts of things

Expert:  Richard replied 3 years ago.
try another program, it may be easier for you Roger.

Click the below link and click START MEETING on the web page

www.joinme.com

It will download a program to your computer

Run the program by double clicking it, and it will give you a set of 9 numbers

Give me the numbers at the top of the screen (exaple: 456-789-123) in your message to me here please

Thank you
Customer: replied 3 years ago.

521-233-910

Expert:  Richard replied 3 years ago.
connected
Richard and 2 other Computer Specialists are ready to help you