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.
OK, can we go ahead with a quick remote session now, so that I can check the issue here?
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:
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.
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.
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?
We are still not connected; please reply back to me here first, and I'll provide you with further steps to follow. Thank you.
Hmm, no issues - let me provide you with another remote tool now. One moment, please.
OK; please open up the following link now:
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.
Are you having issues with downloading/running this remote tool as well?
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:
If you are still having issues, be sure to reply back to me below.
You are doing something wrong here. Were you able to download and open the TeamViewer file, as directed earlier?
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?
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.
Please double-click on "Elsinore Screen Connect" - do you see that file listed in your downloads?
Connected now; thank you.
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.