Hi Esther. Welcome to justanswer.
Please specify your printer model and what operating system is installed in your laptop.
Okay. I am asking about the operating system on your laptop. Is it Windows 10?
If you want you can choose remote assistance and then I will do it for you.
Esther, you will not be charged anything unless your problems are resolved.
If you don't wish to continue I will put your request for refund. We only charge you for the service that we provide and that too if you are satisfied with the service.
So if you want to resolve your issue, then we can continue further.
CLICK HERE and select your operating system on the left. Install the compatible drivers and then check if the issue is still there or not. Remote desktop assistance was offered because installing the drivers can be little bit tricky and an expert knows how to install them. Anyways if you want refund then reply accordingly so that I can put up a request for that. Have a good day.