Hi Brenda. Welcome to justanswer.
Which printer are you using?
Which operating system is installed in your computer? Windows or Mac OS?
I will provide remote assistance and will solve your issue myself. For that you need to install a file and then run it on your system so that I can connect to you.
CLICK HERE and then press I Agree. A file will get downloaded. Just open/run that file to start the remote desktop session.
Or CLICK THIS LINK and check your download section. A file named ELSINORE.SCREENCONNECT will be present. Open that file so that I can connect to you.