How JustAnswer Works:
  • Ask an Expert
    Experts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional Answer
    Via email, text message, or notification as you wait on our site. Ask follow up questions if you need to.
  • 100% Satisfaction Guarantee
    Rate the answer you receive.
Ask Richard Your Own Question
Richard
Richard, Computer Support Specialist
Category: Computer
Satisfied Customers: 39486
Experience:  Over 15 years of consulting to the IT industry
32989067
Type Your Computer Question Here...
Richard is online now

Scan, printer tells me I need to refresh my application list

Customer Question

scan, printer tells me I need to refresh my application list but cannot get to it
Submitted: 1 year ago.
Category: Computer
Expert:  Richard replied 1 year ago.

Hi there and welcome

Are you getting this message on the printer Peter? Or the computer?

Please let me know

Customer: replied 1 year ago.
computer
Customer: replied 1 year ago.
Expert:  Richard replied 1 year ago.

Can you please remove the power to the printer (so unplug it from the power socket).

Then wait 10 minutes, connect the power again to the printer, turn it on and tell me please if it is now operating correctly.

Let me know the results please

Customer: replied 1 year ago.
have already tried this
Expert:  Richard replied 1 year ago.

ok, can you tell me please all steps you have tried as this was left blank Peter.

Customer: replied 1 year ago.
have followed instructions in the help box ie main lead, checked Wi-Fi link
as I set to scan it shows scan to computer then my computer,then download application list, then it says it
cannot retrieve
Expert:  Richard replied 1 year ago.

Which version of windows are you using?

Customer: replied 1 year ago.
windows 10
Expert:  Richard replied 1 year ago.

Thanks

Press the windows key + R and type in

mspaint.exe

press enter

Click File, From Scanner and tell me if you can scan this way please.

Customer: replied 1 year ago.
How do I find +R
Expert:  Richard replied 1 year ago.

The windows key is the key to the left of ALT and you press this then R

Customer: replied 1 year ago.
no movement at all
Expert:  Richard replied 1 year ago.

No movement when you clicked on Scan correct?

Expert:  Richard replied 1 year ago.

Peter? Are you still working with me on this?

Customer: replied 1 year ago.
We still have no movement
Expert:  Richard replied 1 year ago.

ok, if you do a copy directly on the printer, does the copy work?

Customer: replied 1 year ago.
it works okay
Expert:  Richard replied 1 year ago.

how is it connecting to the computer, via wireless or USB?

Customer: replied 1 year ago.
wireless
Expert:  Richard replied 1 year ago.

Thanks

Remove the power to the wireless router, the printer and power off your computer.

Wait 10 minutes

Connect the power to your wireless router and wait 5 minutes

Connect the power to the printer, then power on the computer and tell me if it now works please.

Customer: replied 1 year ago.
still not working will not show will not show scan application list
Expert:  Richard replied 1 year ago.

do you have another computer there?

Customer: replied 1 year ago.
no
Expert:  Richard replied 1 year ago.

ok, please click start, type in

devices and click on devices and printers

Then right click on the printer and select remove

Restart the computer

Go back, click add printer, click on it when it appears in the list.

Once installed, then try to scan please