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Richard
Richard, Computer Support Specialist
Category: Computer
Satisfied Customers: 35350
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: 10 months ago.
Category: Computer
Expert:  Richard replied 10 months ago.

Hi there and welcome John

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

Customer: replied 10 months ago.
request sign in
Customer: replied 10 months ago.
on printer
Customer: replied 10 months ago.
do you want connection?
Expert:  Richard replied 10 months 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, Computer Support Specialist
Category: Computer
Satisfied Customers: 35350
Experience: Over 15 years of consulting to the IT industry
Richard and 2 other Computer Specialists are ready to help you
Customer: replied 10 months ago.
has s/d and restarted but still request sign in at bottom right
Customer: replied 10 months ago.
repeating process
Customer: replied 10 months ago.
just the same
Expert:  Richard replied 10 months 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 10 months ago.
ok downloaded
Customer: replied 10 months ago.
id###-##-####password *****
Expert:  Richard replied 10 months ago.

connecting now

Customer: replied 10 months ago.
Richard i am still not fixed
Expert:  Richard replied 10 months ago.

Is it still saying offline?

Customer: replied 10 months ago.
it does
Customer: replied 10 months ago.
i have uninstalled printer and reinstalled it
Expert:  Richard replied 10 months 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 10 months 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 10 months ago.

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

Customer: replied 10 months ago.
how do i return printer?back to the shop?
Expert:  Richard replied 10 months ago.

correct, the place of purchase

Customer: replied 10 months ago.
ok thanks
Expert:  Richard replied 10 months ago.

your welcome John

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