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Richard
Richard, Computer Support Specialist
Category: Computer
Satisfied Customers: 37716
Experience:  Over 15 years of consulting to the IT industry
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I have office jet pro 276 dw and having changed black ink

Customer Question

i have office jet pro 276 dw and having changed black ink cartridge i am being asked for a password ***** i do not have , the printer id personnely owed no one else uses it
Submitted: 1 year ago.
Category: Computer
Expert:  Richard replied 1 year ago.

Hi there and welcome John

Where exactly are you being asked for the password? On the actual printer itself?

Customer: replied 1 year ago.
request sign in
Customer: replied 1 year ago.
on printer
Customer: replied 1 year ago.
do you want connection?
Expert:  Richard replied 1 year ago.

ok, on the printer, Select Setup, then Tools, then Restore Factory Defaults. "Restore Factory Defaults" is the last item on the list and you will have to scroll down to see it.

Once done it should then remove the password

Let me know the results please

Richard and 4 other Computer Specialists are ready to help you
Customer: replied 1 year ago.
has s/d and restarted but still request sign in at bottom right
Customer: replied 1 year ago.
repeating process
Customer: replied 1 year ago.
just the same
Expert:  Richard replied 1 year ago.

Thank you

Can you go to www.teamviewer.com

Click on Download in the middle of the page

Download and install the program and give me the ID and Password ***** please so I can connect

Do not close the program but leave it open else I will not be able to connect

Thank you

Customer: replied 1 year ago.
ok downloaded
Customer: replied 1 year ago.
id###-##-####password *****
Expert:  Richard replied 1 year ago.

connecting now

Customer: replied 1 year ago.
Richard i am still not fixed
Expert:  Richard replied 1 year ago.

Is it still saying offline?

Customer: replied 1 year ago.
it does
Customer: replied 1 year ago.
i have uninstalled printer and reinstalled it
Expert:  Richard replied 1 year ago.

Thanks

It is the mainboard that has faulted.

A corrupted firmware can cause this. But we have ruled this out by resetting it. This also explains the password *****

I am really sorry about this and you are going to have to return the printer to have it replaced. It will be covered by the warranty if this has not expired, and the replacement will be done at no cost to you.

I am really sorry about this, and if you have problems, or would like any additional information or assistance, please do not hesitate to let me know.

Thank you

Customer: replied 1 year ago.
i have removed the connection to you off computer havind had india call up re viruses , no i did not talk to them ;)
Expert:  Richard replied 1 year ago.

ok, though the indian people cant hurt you if you hang up on them

Customer: replied 1 year ago.
how do i return printer?back to the shop?
Expert:  Richard replied 1 year ago.

correct, the place of purchase

Customer: replied 1 year ago.
ok thanks
Expert:  Richard replied 1 year ago.

your welcome John