thank you very much for your question. My name is***** and I´d be happy to help you.
Can you please let me know if you are setting up your printer for the first time in your network or have you used it before and it isn´t working anymore now?
Thank you very much and best regards,
Thank you. Have you already installed the appropriate drivers for the printer on your new computer?
Yes, I´ve got both of your messages.
You do need a driver. Please give me a few minutes and I will sort out the driver that you need to install on your PC for your printer to work again.
Just to make sure in advance: your new PC has a WIFI connection which is working already and the printer is also turned on and can be used by other computers in the network (e.g. is connected to your WIFI as well) ?
That´s great to hear. Is your new PC on Windows 10 or Windows 8?
OK, I am looking into this. The problem is (again unfortunately) that there are no official drivers for Windows 10 for your printer. I guess you had Windows 8 or 7 on the previous PC where it worked just fine?
Ok, please download this file:
... save it on your hard drive and then execute it by doubleclicking on the .EXE. Then follow the instructions. This should install your printer just fine again hopefully.
Should it not work, please just reply to this message and we will look into this further to fix the problem. If it worked and you are happy with my service, please leave a rating with 3 to 5 stars so that I can get honored for my work, because only then JustAnswer pays me as an independent expert.
Thank you very much!
You want to connect to a new printer. If this doesn´t work, then try the other option please.
Is there an option to automatically scan for this?
OK. Do you use the printer from other computers in your network as well and can you power-up one of these computers? We can use them to find the IP address.
OK, we do it different then. Please have a look at this video, at the very start of the video, until 00:23, they show how you can see the IP address of your OfficeJet at the on-screen display:
The one you see there is the one you will have to enter for the driver installation on your PC.
It´s rather easy:
1) Press the right arrow on the right side of the screen
2) Click on "Setup"
3) Click on "Network"
4) Click on "Network Summary"
This will then show you the IP address.
OK, please tell me what they are, then I can tell you if that is what we need.
If the number is ***** the format XXX.XXX.XXX.XXX, then this is it.
So for example: 192.168.1.20 (you´ll have to use your one that the printer shows you)
What does it show for hostname?
Yes, that is the wrong number. Are you in the "Network Summary" section on your printer-on-screen-display?
yes, that´s no problem, but that isn´t the IP address. You must make sure that you really are on the "Network Summary" tab of your printer-on-screen-display.
Please use this one and tell me what it shows.
Or is this the one you´ve been in already?
If you click on "view wireless summary", what does it show then at the on-screen-display of the printer?
Would you mind if I do a remote-assistance on your PC to help further with that directly on your PC?
Ok; I am sending you an offer for that and will give you the instructions how to start the connection once you´ve accepted the offer.
Oh sorry, above you said "yes ok". It should be around that, yes, since it is an extra effort. I think it´s our best option though right now since we don´t seem to get anywhere and I´d like to help directly on your PC to fix this problem, find the IP and install the driver. However, you do not have to accept it, I just thought it would be a good solution for you before you have to spend more time on this problem.
I have not taken anything Sir, we are independent experts and Justanswer has just imparted us to each other. I only get paid once we´ve resolved the problem and you are satisfied.
Meanwhile JustAnswer keeps your funds and only releases a part of them to me when you are happy in the end. I am an independent computer expert from Germany actually and am not employed by JustAnswer or anything.
Yes, that´s what I am trying to do for the last hour, I really want to fix it for you and we can continue to do that via text only too if you are not interested in the extra offer, but your printer does not seem to be connected to your network since the "view wireless summary" is not showing any IP address. Is the blue light steadily turned on at your printer? If not, it means the printer is not connected to the network.
Oh OK, that means it has no connection to your network. Only when it it is on steadily blue (without the flashing), it has connected to your network.
I recommend that you reset the network defaults to factory settings on the printer.
To reset the network defaults
-touch Setup Menu
-touch Restore Network Defaults
Then use the Wireless Setup Wizard to connect the printer to the network.
To run wireless setup
-touch Wireless Setup Wizard
follow the on screen instructions to set the printer up on the network. You will need the WPA password ***** security key for the router to do this.
Yes, we can continue the conversation later on of course. However, I am not here today (Thursday), I am back on Saturday 6 in the evening. Is this acceptable for you? I might also have the chance to look at it on Friday at around 6 pm. Basically you just need to reply if it worked or not and I will send you a reply as quick as I can.
For now please just follow the steps I´ve outlined above to setup the printer onto your network. If this worked, the blue light must not be flashing anymore, only then it has connected correctly. Then you can go to the "view wireless summary" again and it should show an IP address, which you then enter into the driver installation on your PC and that should make it work again.
Can you tell me what else it shows in the "Network" menu? Something in the lines of resetting the configuration?
OK, then just follow the steps I´ve outlined above to setup the printer onto your network. If this worked, the blue light must not be flashing anymore, only then it has connected correctly. Then you can go to the "view wireless summary" again and it should show an IP address, which you then enter into the driver installation on your PC and that should make it work again.
One moment please....
Do you have an extra WIFI router or do you connect it to the WIFI of your PC?
Because this printer offers both options. Which one have you been using previously on the old PC?
And the blue light is still flashing I guess?
OK, but is the blue light still flashing now?
OH! Constant blue? That is a good sign already:) Can you now again please go to that WIFI summary page in the network settings of the printer and see if it shows an IP address now?
Oh believe me, any change in ANY computer component can make a huge difference, otherwise we wouldn´t have any more work to do:)
OK, put that one into the driver installation setup on your PC.
How does the IP look? Can you show me? Just want to make sure.
OK, but this sounds absolutely right. Can you please close the installation program of the driver and restart it again?
It might just need the restarting of the setup of the driver and might see it on it´s own then. If not, please enter that IP again when you are asked for it. Also make sure that any kind of firewall-software you might have on your PC is turned off, it might otherwise block the connection.
OK, I´ll have a look now at your PC if you agree, at no extra costs. OK?
Start the .EXE and tell the 9 digits number it will show you in the window that opens up.
Yes, it´s OK, I want this to work for you. As long as you promise to leave at least a 3 star-rating in the end, I will do it for free now, wouldn´t want to leave you alone with the trouble now that we are on it that long already.
Just the 9 digits number is ***** I´ll need.
Does it work?
Just let me know when you need additional help. Basically you can just try to restart your PC, then try to install the driver again with the IP you see on your printer.
I would be happy if you´d leave a 3 to 5 start rating for me too so that I can get paid for my work for you.
Thank you so much and best regards,
I hope you are doing fine and see that you´ve read my answer. Can you please let me know how you´d like to continue? Where you able to get the printer to work again? If not, please reply again and I will help you further as promised. If I was able to help, please leave a 3 to 5 stars rating for me so that I can be paid for my 2 hours work by JustAnswer. Because if you don´t rate or rate below 3 stars, I will not receive anything for my work I have done with you.
Hi:) Don´t remember? I offered you a remote-assistance to do the final setup of the printer directly on your PC, at no extra costs, after you give me a 3 to 5 stars rating (the rating button should be at the top of your screen), so that I at least get paid for your the support I´ve done so far, if you agree. But you don´t have to pay anything extra as promised (as it would normally be the case) as long as you are OK with rating me with 3 to 5 stars now. Once you can do that, I will send you the instructions to start the remote-assistance and setup the printer for you directly over the internet, now that it is connected to the WIFI, I can surely do that for you.
Thank you very much and I look forward to finalize the setup with you.
thanks a lot for your message. I offered you to do the remote-assistance, but just got a reply 25 minutes later from you, I had left the house meanwhile since I didn´t hear from you and it is Friday evening / night in Germany (just like in the UK) and I have a family. Would you like to do the remote-assistance now? I am in for another hour for now.
Please understand that the service of a remote-assistance is a extra paid service usually - you refused my offer, do you remember? Since I´ve already spent 2 hours on fixing the printers WIFI connection with you and we succeeded in doing this, I am offering it to you for free right now that I also install the rest directly on your PC, so that you don´t have to follow another lengthy text-chat. In return for that, I wanted you to give me 3 to 5 stars rating now so that I am sure that I get paid for the question and the previously done work, if I already don´t get paid the extra efforts of a remote-assistance.
I am sorry that you are disappointed by the hours of work I´ve already performed for you. Remember, we´ve got your printer back on the WIFI already, so I´ve already fixed a big part of your problem. Now just the last step remains in getting the printer connected to your PC.
I hope on your understanding with this and would be happy to start the remote-assistance once you´ve submitted a 3 to 5 stars rating for me. You have my guarantee that I will fix your problem 100% as promised and get your printer working on your PC again too.
Thank you very much,
I am available for the next 2 hours and then again from 6 pm to 9 pm this evening. It would be a pleasure for me to finalize the setup of your printer for you, we are so close now. Thanks.
I hope you had a nice Saturday so far? You can easily give the rating at the top right of the screen above the question we both communicate in right now, there are 5 stars in total, if you can give me 3 to 5 stars that would be great and I can start the remote-assistance with you afterwards (I will send you the instructions too, it´s easy). I am available till 9pm today. Then again in the night from around 2am until 7am, in case you are still awake. Then again from 6pm on Sunday and then for the whole night until Sunday morning.
Also, please have a look here to see how the rating can be done (there is a picture showing it):
Don´t worry about the IP address, I will fix that up for you via the remote-assistance of course and get your printer working again as promised.
Hello (what´s your name if I may ask),
thank you very much for accepting the answer and your additional bonus, that´s much appreciated. Since I am available only 20 more minutes from now, should we do the remote-assistance tonight? I remember from the last days that you seem to be awake at nights as well.
Please let me know and thank you very much,
Perfect, I will get back to you once I am back tonight. Around 2 or 3am hopefully. Otherwise we can also do it tomorrow 6pm or later. Have a good evening for now:)
Will do:) Thank you!
Hi, I am here now for the next 5 hours. Just let me know and we get it started. Just download:
Start the AnyDesk.exe and tell me the 9 digits number that it shows in the main-window of Anydesk. Then I can connect to your PC and we finish the installation of the printer!
let´s try via this link then please, just click it and follow the instructions to get the assistance started:
Try this one please, should be English:
Hmm, are you sure it didn´t download the file on your harddisk already? Which browser are you using? There should be a "download list" somewhere in your browser, I am sure the file is there and was downloaded already.
I need elevated permissions, please just "allow" my request, there should be a window that asks you about that.
I am glad we were able to fix your problems and I thank again for your kind words:) You have my bookmark now if you ever need me again. All the best to you from Germany,