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Ask Michelle Your Own Question

Michelle
Michelle, Computer Support Specialist
Category: Computer
Satisfied Customers: 4663
Experience:  B.Sc. Computer Science with Honors
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I had windows 10! I was advised to download windows 10.1 However,

Customer Question

I had windows 10! I was advised to download windows 10.1
However, after the installation I was advised that my Canon Easy-WebPrint had been disabled and to contact Canon Easy-WebPrint EX plug-in. Although I am able to use a computer, I am not technically minded. I am beginning to wish I hadn't started this.
So if you can help either connect my printer or cancel windows 10.1
Submitted: 2 years ago.
Category: Computer
Expert:  Michelle replied 2 years ago.

michelleclive :

Hello. My name is XXXXX XXXXX I will be assisting you today.

michelleclive :

Let me know when you are ready,

JACUSTOMER-ptt9e93s- :

I am ready

michelleclive :

you have windows 10 on which device can you tell me the make and model number please

JACUSTOMER-ptt9e93s- :

Are you asking the make etc. of my laptop?

michelleclive :

yes please

JACUSTOMER-ptt9e93s- :

HP Pavilion

michelleclive :

model number

JACUSTOMER-ptt9e93s- :

I cannot find a model no.

michelleclive :

it must be at the bottom panel

michelleclive :

close the lid and then flip it

JACUSTOMER-ptt9e93s- :

I have done they isn't any numbers there. I will see if I can find some paperwork

michelleclive :

no problem i just need the model number so that i can check the operating sysmtem

michelleclive :

your Canon Easy-WebPrint is not working is that correct.

JACUSTOMER-ptt9e93s- :

#yes

JACUSTOMER-ptt9e93s- :

the canon is pixma mg5300

michelleclive :

If you want I will remotely connect to your computer and work on solving your issues while you watch.

michelleclive :

let me know.

JACUSTOMER-ptt9e93s- :

ok

michelleclive :

Click the Link above


1) Click Join
2) Click Run/OK/Yes/Allow if asked
3)Click Allow /Run/Ok if asked by Anti Virus
4)Let me know if there is any issue

JACUSTOMER-ptt9e93s- :

when I click on the http it will not let me through. It just click with flash

michelleclive :

ok

michelleclive :


Try Teamviewer: http://tinyurl.com/boj43ag

michelleclive :


Teamviewer: http://tinyurl.com/boj43ag

michelleclive :

did you get the teamviewer installed.

JACUSTOMER-ptt9e93s- :

I have found the receipt for my laptop HP 15-E0708S A

michelleclive :

alright

JACUSTOMER-ptt9e93s- :

Teamviewer said web site could not be found

michelleclive :

open www.teamviewer.com

JACUSTOMER-ptt9e93s- :

again when I click on teamviewer I just get a click and a spark

michelleclive :

did you open the teamviewer website

JACUSTOMER-ptt9e93s- :

I wasn't able to, it wouldn't let open it

michelleclive :

no problem

michelleclive :

press the windows key and the letter R key together

michelleclive :

you will get a box popped up

JACUSTOMER-ptt9e93s- :

which is the window key

michelleclive :

on the bottom left between the ctrl and alt key

michelleclive :

press the windows key and the letter R key together

JACUSTOMER-ptt9e93s- :

nothing happened

michelleclive :

did you find the windows key

michelleclive :

press and hold it down and then hit the R key

michelleclive :

you will get a box to type in.

JACUSTOMER-ptt9e93s- :

no box

michelleclive :

i will give you steps now to install canon easy webprint

JACUSTOMER-ptt9e93s- :

ok

michelleclive :

Click on this link to download and install canon easy webprint http://tinyurl.com/l35bcpl

JACUSTOMER-ptt9e93s- :

still will not let me

michelleclive :

i do not understand why is it not allowing you to run it are you not the admin user to this computer

michelleclive :

what exactly is happening when you try to open the link

JACUSTOMER-ptt9e93s- :

yes

michelleclive :

what exactly is happening when you try to open the link

JACUSTOMER-ptt9e93s- :

I click on the link. It clicks and a hand appears and a flash like a spark

michelleclive :

restart the computer

michelleclive :

and then try

JACUSTOMER-ptt9e93s- :

I have just had to pay another £10 When I booted up a box appeared

JACUSTOMER-ptt9e93s- :

" A driver supporting solutions menu RX is not installed" What does this mean?

michelleclive :

please dont post new questions you will be chargered

JACUSTOMER-ptt9e93s- :

I have already had to pay another £10 to get back to you

michelleclive :

i will close that and the charge will be refunded

JACUSTOMER-ptt9e93s- :

Thank you

michelleclive :

did you restart the computer

JACUSTOMER-ptt9e93s- :

Yes

michelleclive :

now try to open www.teamviewer.com

michelleclive :

once the page opens let me know

JACUSTOMER-ptt9e93s- :

Still not able to get through

michelleclive :

is the webpage opening or not

JACUSTOMER-ptt9e93s- :

not

michelleclive :

or try this link

michelleclive :

 


http://www.ammyy.com/en/


 

JACUSTOMER-ptt9e93s- :

Tried twice still same reaction!

michelleclive :

what browser are you using

michelleclive :

IE ir chrome

JACUSTOMER-ptt9e93s- :

I have no idea

michelleclive :

is it windows 8.1 or windows 7

JACUSTOMER-ptt9e93s- :

Wimdows 10

michelleclive :

windows 8.1 is the latest one released last by Microsoft

JACUSTOMER-ptt9e93s- :

it was Microsoft who flashed up offering a free update to windows 10.1 which is what I had been trying to do since yesterday, leaving my computer until the early hours. When started up it all went wrong

michelleclive :

its must be some kind of virus i believe

michelleclive :

there is no windows 10 version out yet

michelleclive :

Check this official link of Microsoft

michelleclive :

http://msdn.microsoft.com/en-us/library/windows/desktop/ms724832(v=vs.85).aspx

michelleclive :

you must have downloaded some virus

michelleclive :

Try to run system restore

JACUSTOMER-ptt9e93s- :

still cannot get through your link! if it is a virus what do I do?

michelleclive :

follow the steps for running system restore on a a back date

michelleclive :

can you open google

michelleclive :

www.google.com

JACUSTOMER-ptt9e93s- :

Does this mean you are no longer able to help me?

michelleclive :

i am trying to help you but not a single website is running

michelleclive :

now i will give you system restore steps for you to follow

JACUSTOMER-ptt9e93s- :

OK

michelleclive :

as the computer reboots and you are back to windows screen open your email and look for my email from justanswer open it and click on view my answer button then the chat will reopen.

michelleclive :

dont post new questions

michelleclive :

Steps to follow:

michelleclive :

From the Windows Start screen, type "Restore." The top result in the right-side Search panel should be "Create a restore point." Even though that's not what we're doing today, that's the choice you want to make. It opens the Control Panel to the Systems Properties dialog's System Protection tab
Tap the first button on that property sheet: System Restore. This opens a wizard-like dialog, the first page of which says "Restore system files and settings"
Next, you'll see a dialog with a choice of system restore points
Hit Next. Now you'll see the "Confirm your restore point" dialog," which lets you do exactly what it says. Note you can tick the "Show more restore points" box to do just that. You're also prompted to save any open files and make sure your Windows Password XXXXX
Click Finish. You'll then see a final warning dialog telling you that once started, the System Restore cannot be interrupted, with another confirmation button for continuing the process. Click Yes.
Next you'll see a progress timer saying Restoring System, after which a full-screen Windows Update-like screen will display, saying "Please wait while your Windows files and settings are being restored." The process will run through initializing, restoring the registry, and then it will restart.

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