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michelleclive
michelleclive, Customer Service
Category: Electronics
Satisfied Customers: 5704
Experience:  Working as a manager in a tech support company and i have an experience of 8 years and more in electronics device.
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I cannot get the printer to work!!!

Resolved Question:

I cannot get the printer to work!!!
Submitted: 2 years ago.
Category: Electronics
Expert:  michelleclive replied 2 years ago.
michelleclive :

Hi, My name is ***** ***** i will be assisting you

michelleclive :

please let me know the make and model of your printer

michelleclive :

also let me know what is the exact issue you are facing with the printer

Customer:

Hi It is an HP Deskjet 380 series and just doesn't seem to recognise when I want to print. I have gone into the control panel and checked the status as much as I can. The ink cartridges are full but it just wont print a word document. I have tried deleting all the files I wanted to print, but one seems to be stuck - help!

michelleclive :

ok i will help you fix it

michelleclive :

let me know how is printer connected to computer

michelleclive :

usb or wifi

michelleclive :

also let me know the operating system installed on your computer

Customer:

I think it is USB - my husband always used to do this sort of thing, but he died a few months ago and now I feel useless. I think it is Windows 7

michelleclive :

now right click on printer icon and click on see whats printing

michelleclive :

cancel any pending files in the print queue

Customer:

It is still trying to delete a file I requested to print

michelleclive :

would you like me to remote access and fix this for you

Customer:

Yes please!

michelleclive :

ok...i will give you the remote link

michelleclive :

please click here

michelleclive :

in the page that opens click on start full version

michelleclive :

download and run the file

michelleclive :

once the teamviewer window opens let me know the id and password ***** left side

Customer:

Nothing is happening when I 'click here' - just a blank web page?

michelleclive :

try this

michelleclive :

open the website

michelleclive :

www.teamviewer.com

michelleclive :

in the page that opens click on start full version

michelleclive :

download and run the file

michelleclive :

once the teamviewer window opens let me know the id and password

Customer:

OK - done that the ID is 438 515 519 and the password ***** *****

michelleclive :

give me a minute here i will connect

michelleclive :

it seems you closed teamviewer

michelleclive :

keep it open

michelleclive :

else i will not be able to connect

michelleclive :

you can open teamviewer by clicking on start...all programs...teamviewer

michelleclive :

let me know once you have opened teamviewer

Customer:

I think I have opened teamviewer again

michelleclive :

ok

michelleclive :

let me try to connect now

michelleclive :

no still says not open

michelleclive :

let me know what is the id and password ***** teamviewer window

Customer:

OK - I tried again -the ID is 438 515 519 and the password ***** ***** I haven't touched anything!

michelleclive :

ok

michelleclive :

connecting now

michelleclive :

let me know whenever you are back

michelleclive :

we will continue further then

Customer:

Hi - I'm back for what it's worth!

michelleclive :

i am online

michelleclive :

give me 2 mins please

michelleclive :

in the meanwhile please open teamviewer and let me know id and password

michelleclive :

are you there

michelleclive :

please let me know the teamviewer password ***** that i can remote connect and fix this for you right away

Customer:

I have tried running teamviewer again, but it doesn;t seem like the last time - shall I reboot and start again?

michelleclive :

no...

michelleclive :

i will give you the steps

michelleclive :

click start..programs..click on teamviewer

michelleclive :

let me know if it opens or not

michelleclive :

if you are unable to open it simply open the website www.teamviewer.com

michelleclive :

click on start fullversion

michelleclive :

download and run the file again

michelleclive :

and let me know the id and pswd

michelleclive :

seems you are not online in chat

michelleclive :

let me know whenever you would like me to fix this for you

michelleclive :

do let me know the teamviewer id and password

Customer:

I have just tried again and the ID is 48 50

michelleclive :

ok

Customer:

The ID is 483 515 519 password ***** *****

michelleclive :

i hope teamviewer is open

michelleclive :

please dont close teamviewer

michelleclive :

i will try to connect

michelleclive :

is teamviewer open

Customer:

I believe so

michelleclive :

no its not

Customer:

It is asking me for your partner ID?

michelleclive :

seems we are facing too much of issues connecting

michelleclive :

ok let me check

michelleclive :

lets try another tool

Customer:

Shall I organise someone to come out?

michelleclive :

click on this link...http://www.ammyy.com/en/

michelleclive :

download and run the file

michelleclive :

same way you need to click on start working with ammyy

michelleclive :

then run the file

michelleclive :

then need the id on left side

michelleclive :

in ammyy there will only be an id

Customer:

It isn't opening the file - just a blank web page - think tjh

michelleclive :

hmm

michelleclive :

ok ...lets try the steps for ammyy in another way

michelleclive :

this one is faster

michelleclive :

open the website www.ammyy.com in the page that opens click on start working with ammyy.... it will download a file

michelleclive :

click on the file aav3 to run it

michelleclive :

once the ammyy window opens let me know the id on left side

Customer:

It won't let me do that - think this is more than you and I can cope with!! Thanks anyway

michelleclive :

ok..if remote is not working..lets try the steps

michelleclive :

its worth a try...one last time

michelleclive :

click start..control panel...programs and features

michelleclive :

click on view installed programs

michelleclive :

let me know do you see any programs listed for the hp printer

Customer:

I don't have programmes and features in my options within the control panel - I think we may have had Windows 10

michelleclive :

oh

michelleclive :

that could be the case

michelleclive :

that is why the steps i am giving are not matching

michelleclive :

so after installing windows 10 has the printer ever worked

michelleclive :

in page that opens click on i agree

michelleclive :

download and install the elsinore software

michelleclive :

let me know once you have installed

Customer:

I am sorry that I have been useless - things just seem beyond me at the moment - I will call some one out. Thanks for all your help - and sorry. Jane x

michelleclive and other Electronics Specialists are ready to help you
Expert:  michelleclive replied 2 years ago.
Our chat has ended, but you can still continue to ask me questions here until you are satisfied with your answer. Come back to this page to view our conversation and any other new information.

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