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Hi David. Welcome to justanswer.
Can you opt for Secure Remote Assistance? I will be able to solve the problem easily then.
You need to set up the printer once again.
Once you click this link below(CLICK HERE)A file will automatically get downloaded. Check your download section, a file named ELSINORE.SCREENCONNECT will be present. Just open that file so that I can connect to your computer.
Open the Elsinore file present on your desktop