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Jason Jones
Jason Jones, Computer Expert
Category: Computer
Satisfied Customers: 15616
Experience:  Over 10 years of professional experience.
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I have a document stuck in print queue. Have downloaded tool

Customer Question

I have a document stuck in print queue. Have downloaded tool but cannot get it to work, can you please help me? Christine
Submitted: 2 years ago.
Category: Computer
Expert:  Jason Jones replied 2 years ago.
Hello,
My name is Jason. I look forward to helping you today.
When you attempt to remove the job from the queue, are you given any type of error message?
Jason Jones, Computer Expert
Category: Computer
Satisfied Customers: 15616
Experience: Over 10 years of professional experience.
Jason Jones and 3 other Computer Specialists are ready to help you
Expert:  Jason Jones replied 2 years ago.
Thank you.
Please, click the following link and choose to run the remote application: http://www.jasonfixedit.com/printer
Expert:  Jason Jones replied 2 years ago.
Are you having any problems with running that remote application after it is downloaded?
Which Internet browser are you currently using (Internet Explorer, Firefox, Safari, or something of the like)?
Customer: replied 2 years ago.

I use internet explorer

Expert:  Jason Jones replied 2 years ago.
Thank you for the update.
For some reason, the remote is not working. Let's try another solution.
- Please, click the following link, download that file, and run the file: https://secure.join.me/Download.aspx?webdownload=true
- Then download and allow that remote app to run.
- Once it is finished, please, tell me the 9 digit number that appears on the top of your screen.
Thank you.
Customer: replied 2 years ago.

Nothing seems to be happening. I received your emails but nothing is happening here.

Expert:  Jason Jones replied 2 years ago.
- Please, click the following link, download that file, and run the file: https://secure.join.me/Download.aspx?webdownload=true
- Then download and allow that remote app to run.
- Once it is finished, please, tell me the 9 digit number that appears on the top of your screen.
Thank you.
Customer: replied 2 years ago.

No number is ***** up

Expert:  Jason Jones replied 2 years ago.
Let's try this another way.
Click this link and run the remote from the page, please: http://www.justanswer.com/remotedesktop/join.aspx?Session=188ff1aa-6525-4bdc-a0a1-9870634128a6
Customer: replied 2 years ago.

Still nothing happening Jason, what can I do, I'm getting pretty frantic now

Expert:  Jason Jones replied 2 years ago.
I am sorry to hear that.
I am not sure why the remote applications are not working for you.
Please, click this link: http://tinyurl.com/teamviewerJason
- Download and run that file.
- It will give you an ID & password.
Please, give me both of the ID and password.
Expert:  Jason Jones replied 2 years ago.
Hello Christine,
Please, do not create duplicate questions.
Please, continue on this page.
Please, click this link: http://tinyurl.com/teamviewerJason
- Download and run that file.
- It will give you an ID & password.
Please, give me both of the ID and password.
Expert:  Jason Jones replied 2 years ago.
Are you still with me?
Were you able to get that running?
Customer: replied 2 years ago.

No. I've tried downloading it twice but nothing happens. Am I doing something wrong???

Expert:  Jason Jones replied 2 years ago.
After downloading it, you must run it.
Open your downloads window, double click the file, run it and continue.
Customer: replied 2 years ago.

OK, let me try again, sorry.

Expert:  Jason Jones replied 2 years ago.
There is nothing to be sorry about, Christine. Thank you.
Customer: replied 2 years ago.

It doesn't appear to be downloading. I've 'downloaded' it but it is not in the 'download file' could it be saved somewhere else?

Expert:  Jason Jones replied 2 years ago.
When you download it, choose to OPEN or RUN the file instead of saving it.
Please, click this link: http://tinyurl.com/teamviewerJason
- Choose to Open/Run the file.
- It will give you an ID & password.
Please, give me both of the ID and password.
Customer: replied 2 years ago.

OK only got RUN no OPEN.

Expert:  Jason Jones replied 2 years ago.
That will work. Choose Run.
Customer: replied 2 years ago.

I've done that, but what do I do now?

Expert:  Jason Jones replied 2 years ago.
Did the application run? If so, give me the ID and password ***** it gives you.
You may have to minimize Internet Explorer to see it.
Customer: replied 2 years ago.

I've minimised Internet Explorer but cannot find anything so can only assume that the applications has not run? Getting quite upset now.

Expert:  Jason Jones replied 2 years ago.
The remote applications that I have sent you, simply need to be ran.
For some reason, they are not running.
Let's try this again.
- Click this link: http://198.0.229.43:8040/?Session=e3273c73-83ab-4d9c-8e41-f5773ba0bf81
- Click the red "Join Session" button on that page.
- It may ask you to run something. Choose to Run it.
Customer: replied 2 years ago.

Done that.

Expert:  Jason Jones replied 2 years ago.
Okay.
The remote server is telling me that you did not run the file.
Were you given any messages or errors when you ran the application?
Which version of Windows are you running?
Customer: replied 2 years ago.

No error messages. Running Windows 8

Customer: replied 2 years ago.

I have saved and run it now

Expert:  Jason Jones replied 2 years ago.
I am confused.
Please, do the following to manually fix the printer issue:
- Click the start button.
- Type: services.msc
- Press the Enter key on your keyboard
- In the listing, right click "Print Spooler" and choose "Stop"
- Go to the following folder: c:\Windows\System32\spool\PRINTERS
- Delete all the files in that folder.
- Restart the computer.
Now the items will be flushed from the queue.
Customer: replied 2 years ago.

Thanks, ***** ***** that

Expert:  Jason Jones replied 2 years ago.
Thank you, Christine.
I will be standing by.
Customer: replied 2 years ago.

I've clicked on the quick start menu but when I type in 'service.misc.' it tells me that there is no file found.

Expert:  Jason Jones replied 2 years ago.
Hello Christine,
I see that you typed service.misc
That is not correct.
Please, type: services.msc
And then press Enter.
Customer: replied 2 years ago.

still nothing

Expert:  Jason Jones replied 2 years ago.
It cannot find: services.msc ?
Let's try this:
- Press the two following keys at the same time: Windows key and the letter R
- Type: services.msc
- Click Ok
- In the listing, right click "Print Spooler" and choose "Stop"
- Go to the following folder: c:\Windows\System32\spool\PRINTERS
- Delete all the files in that folder.
- Restart the computer.
Customer: replied 2 years ago.

I don't have a windows key

Expert:  Jason Jones replied 2 years ago.
Let's do this:
- Click the start button
- Type: cmd
- Right click "cmd.exe" and choose "Run as administrator"
- In the black box that comes up, type the following: net stop spooler
- Press the Enter key on your keyboard.
- Go to the following folder: c:\Windows\System32\spool\PRINTERS
- Delete all the files in that folder.
- Restart the computer.
Customer: replied 2 years ago.

OK

Expert:  Jason Jones replied 2 years ago.
Thank you.
Customer: replied 2 years ago.

went into 'quick start' typed cmd still getting no files with that name

Expert:  Jason Jones replied 2 years ago.
Your computer appears to be faulting.
- Click the Start button
- Type: control printers
- Press Enter
- Right click the problem printer
- Click Remove > Remove
- Click the Add a Printer link
- Click to highlight your printer in the list
- Follow the on screen instructions (choose your printer from the list), click Next > Next > Finish.
Customer: replied 2 years ago.

I have to ask another question. When you are telling me to press the start button, when I start up my machine the Start is tiles on the desktop, one of which is a picture of a printer. Do I need to go into the printer tile? or will I just be able to pick it up from the quick start which is telling me absolutely nothing

Expert:  Jason Jones replied 2 years ago.
I understand that it shows tiles when you press the start button.
Do not click the the printer tile.
Let's restart your computer first. Restart the computer and then check if the printer queue still has items in it or not.
Follow these instructions:
- Click the Start button
- Type: control printers
- Press Enter
- Right click the problem printer
- Click Remove > Remove
- Click the Add a Printer link
- Click to highlight your printer in the list
- Follow the on screen instructions (choose your printer from the list), click Next > Next > Finish.
Customer: replied 2 years ago.

Hi Jason, I've restarted the computer and the rogue document is still waiting in the queue. I'm totally confused as I don't have an individual start button, only the one on the computer to turn on, am I a total idiot as I've said before the 'start' is tiles and unless you can tell me, I don't know of any other 'Start' button. The quick start appears to be programs. Each type I type any of the instructions you give me, it shows me that there is no such file. Please, please help me. Getting very close to the time that I'm going to have to leave for the hospital.

Expert:  Jason Jones replied 2 years ago.
Please, follow the instructions below to solve your problem:
- Click the Start button
- At the tile window, type: rstrui
- Press the Enter key
- Choose to Restore to an earlier time > Click Next.
- Choose a date at least one week before you had the issue with the printer.
- Click NEXT > NEXT > NEXT.
- Your computer will restart and your issue will be gone.
Customer: replied 2 years ago.

Where do I press the START button. I feeling very stupid now. As there is nowhere I can type when the tiles appear on the desktop is there? I'll have another go.

Expert:  Jason Jones replied 2 years ago.
The 'Start' button is the button you have been pressing to bring up the Windows Tiles Screen.
- Bring up the Tiles Screen.
- At the tile window, type: rstrui
- Press the Enter key
- Choose to Restore to an earlier time > Click Next.
- Choose a date at least one week before you had the issue with the printer.
- Click NEXT > NEXT > NEXT.
- Your computer will restart and your issue will be gone.
Customer: replied 2 years ago.

Sorry Jason, The tiles are on the screen when I switch on the computer, I don't have to press any button at all and have had a quick whizz round to make sure that I can't find a start button, but I can't and am getting extremely frustrated, as I'm sure you are too. I really have to leave in a few minutes to get to the hospital to visit my very sick husband. Can I come back on here tonight, when I get back? As I am now really pushed for time.

Expert:  Jason Jones replied 2 years ago.
Yes, we can continue tonight as your choice of time.
My 16 hour shift began a couple hours ago, so I will be here.
Thank you.

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