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Bryan
Bryan, Computer Support Specialist
Category: Computer
Satisfied Customers: 11584
Experience:  8+ years of professional support for tech-related issues, including computers, email and software.
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Cannot print from my laptop The printer is a HP DeskjetF380

Resolved Question:

cannot print from my laptop The printer is a HP DeskjetF380
Submitted: 7 months ago.
Category: Computer
Expert:  Bryan replied 7 months ago.

Hi, and thank you for your question. My name is ***** ***** I'll be assisting you today.

Do you get any error/message when trying to print from your computer now? When did this issue first start?

Please reply back to me below; thank you.

Customer: replied 7 months ago.
A couple of days ago no error mess
Expert:  Bryan replied 7 months ago.

OK, can we go ahead with a quick remote session now, so that I can check the issue here?

Customer: replied 7 months ago.
Expert:  Bryan replied 7 months ago.

OK; let's get started with the remote session now. Please accept the minimal remote offer on this page, and then open up the following link:

http://www.justanswer.com/remotedesktop/join.aspx?Session=afb10eb2-ab28-4950-9b17-59d2118b2907

On the page that opens up, click on "I Agree".

Follow the on-screen prompts to download and OPEN/RUN the "Elsinore Screen Connect" remote file, and we will be connected.

Expert:  Bryan replied 7 months ago.

If you are using Firefox, after downloading the remote file using the link I provided above, please click the down arrow button at the top-right of your browser to view your downloads - and open/run the remote file from there. Thank you.

Expert:  Bryan replied 7 months ago.

Hmm, we are still not connected - could you let me know if you were able to download the "Elsinore Screen Connect" remote file first, using the link I provided in my above reply?

Expert:  Bryan replied 7 months ago.

We are still not connected; please reply back to me here first, and I'll provide you with further steps to follow. Thank you.

Customer: replied 7 months ago.
We are not getting anywhere I click on "ELSINORE SCREEN CONNECT" can we not speak to one another
Expert:  Bryan replied 7 months ago.

Hmm, no issues - let me provide you with another remote tool now. One moment, please.

Expert:  Bryan replied 7 months ago.

OK; please open up the following link now:

https://www.teamviewer.com/hi/

On the page that opens up, do NOT click on "Download TeamViewer", but scroll down and click on the "Join remote control session" button.

Save and open/run the TeamViewer file, and it will provide you with an ID and Password. Do NOT close out that window, but reply back to me with that ID and Password. I'll then remote in; thank you.

Expert:  Bryan replied 7 months ago.

Are you having issues with downloading/running this remote tool as well?

Expert:  Bryan replied 7 months ago.

Just to clarify, the remote files are getting downloaded to your system, and you need to OPEN/RUN them after downloading. In Firefox, click on the down arrow button at the top-right to view your downloads and open the files from there. I have included a screenshot for you now, as follows:

https://i.ytimg.com/vi/0iJO9iF3MKE/maxresdefault.jpg

If you are still having issues, be sure to reply back to me below.

Customer: replied 7 months ago.
nothing is happening
Expert:  Bryan replied 7 months ago.

You are doing something wrong here. Were you able to download and open the TeamViewer file, as directed earlier?

Expert:  Bryan replied 7 months ago.

Do this now:

Go to Start, and then click on your user folder at the top-right of the Start menu. From there, double-click on the "Downloads" folder - do you see any "Elsinore Screen Connect" file listed there?

Customer: replied 7 months ago.
I am more than likely doing it wrong that is why I would perfer to speak to someone. Have gone into files and click but
doesn't go any further
Expert:  Bryan replied 7 months ago.

OK. Once you double-click on that file, a popup window should come up prompting you to RUN an application; do you see that? If not, could you please minimize all open windows and check if you can find that popup window after that? It might be hidden in the background; do keep me posted.

Customer: replied 7 months ago.
which file am I to click on
Expert:  Bryan replied 7 months ago.

Please double-click on "Elsinore Screen Connect" - do you see that file listed in your downloads?

Expert:  Bryan replied 7 months ago.

Connected now; thank you.

Expert:  Bryan replied 7 months ago.

Hmm, I got disconnected from your screen now, for some reason - please leave me a reply on here when you get this, and we will continue further. Thank you.

Bryan, Computer Support Specialist
Category: Computer
Satisfied Customers: 11584
Experience: 8+ years of professional support for tech-related issues, including computers, email and software.
Bryan and 6 other Computer Specialists are ready to help you

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