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Richard
Richard, Software Engineer
Category: Microsoft
Satisfied Customers: 36777
Experience:  Over 15 year experience resolving Microsoft Office Issues
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I have windows 8 and office2013. I am trying to print out a

Resolved Question:

I have windows 8 and office2013. I am trying to print out a document from word onto my brother DCP-377CW. I can print out anything else from my laptop just not from word. I have taken my laptop to a friends and it will print off the word document on their HP printer. I have spoken to the tech guys at brother and they said it is a Microsoft problem and you should be able to help me. Can you?
Submitted: 3 years ago.
Category: Microsoft
Expert:  Richard replied 3 years ago.
Thank you for your question, my name is XXXXX XXXXX I look forward to assisting you.

Please note, click on Reply to Expert to reply to me, a rating is only needed when we are finished.

Are you getting a specific error message when it fails to print?

Or you print and nothing happens?

Thank you
Customer: replied 3 years ago.


It is making a noise as if it is printing but comes out blank. I have printed out a windows test page with no problems. It is only word. no error message.

Expert:  Richard replied 3 years ago.
Thanks Sarah

Can you close Word

Then download and run this file which will reset Words settings.

http://go.microsoft.com/?linkid=9828782

Once you have run the file and the reset is complete, restart the computer and tell me please if you can now print from Word.

Thank you
Customer: replied 3 years ago.


I thought it was going to work but still blank. was not really sure what settings to press when it asked about defaults etc. the printer came up in the corner which it has not before . after I applied defaults it did not appear in the corner again but I did have a paper jam problem. argggghhh!!!

Expert:  Richard replied 3 years ago.
ok, are you able to resolve the paper Jam Sarah?
Customer: replied 3 years ago.


That's all done. xx

Expert:  Richard replied 3 years ago.
ok, and if you now print, still a blank page?

Customer: replied 3 years ago.


yes

Expert:  Richard replied 3 years ago.
Thanks

We will need to reinstall the printer Sarah

Can you close all programs.

Press the windows key + X and click on Control Panel

Then in the top right, type in

printer

and click on Device and Printers.

Right click on your printer and select Remove Device.

Once done, restart the computer and install the printer like you initially did.

Then print from word and tell me please if it now works correctly.

Thank you
Customer: replied 3 years ago.


okay, bear with me.

Expert:  Richard replied 3 years ago.
no problem at all Sarah, I will be here awaiting the results.

Customer: replied 3 years ago.


It is saying driver error when I added the printer.

Expert:  Richard replied 3 years ago.
how exactly are you adding the printer Sarah?

What steps are you taking?
Customer: replied 3 years ago.


going into pc changes, devices, add printer, it is finding my printer then it says driver error.

Expert:  Richard replied 3 years ago.
Thanks

This was the problem all along.

Can you click on my link below and download the driver from there

http://support.brother.com/g/b/downloadtop.aspx?c=eu_ot&lang=en&prod=dcp377cw_eu

Once downloaded, run the installation which will then install the printer for you.

Let me know the results please

Thank you
Customer: replied 3 years ago.

I did this yesterday but I will try again. As I said earlier I did speak to brother and they said it is happening a lot and is a Microsoft problem. The appropriate drivers are installed. X

Expert:  Richard replied 3 years ago.
The drivers are corrupted Sarah, this is why you get the error when adding the printer, and why it would not print from word.

Do the instructions please and let me know the results.

Thank you
Customer: replied 3 years ago.

Still blank :(((

Expert:  Richard replied 3 years ago.
Thanks

Can you close all programs,

Press the Windows Key + X and click Control Panel.

Click on Programs, uninstall a program.

Click on Office, then click Change, then Repair

Do an online repair and when this has completed, restart the computer and tell me if you can now print from Word please Sarah

Customer: replied 3 years ago.

okay. sorry this is taking so long, you are very patient. x

Expert:  Richard replied 3 years ago.
its ok!

Customer: replied 3 years ago.


:( no joy Richard. x

Expert:  Richard replied 3 years ago.
When did this problem first start Sarah?
Customer: replied 3 years ago.


The first time I tried to print off word. I think something was definitely working before. the printer sign came up in the corner then my bloody paper got jammed. that was when I downloaded your first link. I have tried again to down load it but the printer sign has not come up again. I got a page with a website from my document come up when it printed last. really think we are nearly there. wish you could just come over and do it for me. x

Expert:  Richard replied 3 years ago.
ok, let me connect to your computer, this is best.

Can you please click on my link below.

http://tinyurl.com/9439e

This will download a program to your computer.

Run this program by double clicking it.

You will then see a ID and Password.

Please send that to me in your next message.

Do not close the program, please leave it open.

Make sure to seperate the code numbers with a space eg: 1 2 3 4 5 6 7 8 9

Thank you
Customer: replied 3 years ago.


2 5 7 3 3 6 9 4 9 7 9 1 3

Expert:  Richard replied 3 years ago.
connected
Customer: replied 3 years ago.

Richard i'm sorry but it's still printing blank. x

Expert:  Richard replied 3 years ago.
Thats ok, run Teamviewer again so I can connect, and give me the password XXXXX

Customer: replied 3 years ago.


2 5 7 3 3 6 9 4 9 8 5 8 4

Expert:  Richard replied 3 years ago.
connected.
Customer: replied 3 years ago.

2 5 7 3 3 6 9 4 9 3 0 4 1

Expert:  Richard replied 3 years ago.
thanks
Customer: replied 3 years ago.

Frown blank.

Expert:  Richard replied 3 years ago.
Can i connect again please, please give pw Sarah
Customer: replied 3 years ago.


2 5 7 3 3 6 9 4 9 1 0 2 8

Expert:  Richard replied 3 years ago.
thanks.
Customer: replied 3 years ago.


2 5 7 3 3 6 9 4 9 3 0 3 7

Expert:  Richard replied 3 years ago.
done
Customer: replied 3 years ago.


2 5 7 3 3 6 9 4 9 1 8 5 3

Expert:  Richard replied 3 years ago.
Did it finish downloading and installing Sarah?
Customer: replied 3 years ago.


yep all done

Expert:  Richard replied 3 years ago.
ok, press the windows key + R

Type in

control Panel

Press enter

type in the top right

System

click on System

And tell me if it now says Windows 8.1 (instead of windows 8)

Customer: replied 3 years ago.


bloody hell still says windows 8


 

Expert:  Richard replied 3 years ago.
Can I connect again please?
Customer: replied 3 years ago.


2 5 7 3 3 6 9 4 9 1 8 5 3 did you get that

Expert:  Richard replied 3 years ago.
it says incorrect password XXXXX

Can you recheck it please
Customer: replied 3 years ago.


2 5 7 3 3 6 9 4 9 3 9 9 8

Expert:  Richard replied 3 years ago.
thanks .
Expert:  Richard replied 3 years ago.
Hi Sarah

The computer had to reboot.

Can you now try printing from Word.

Let me know the results please
Customer: replied 3 years ago.

This is taking a very long time eh. Just saying getting ready and circle going round and round. X

Expert:  Richard replied 3 years ago.
ok, this can take a while, as it is a major update for windows.

I need to sign off now Sarah, can you let the update complete and we continue tomorrow?

I am here at 8am Your time.

Customer: replied 3 years ago.

Okay goodbye. Bet you are sorry you ever accepted my problem :(

Expert:  Richard replied 3 years ago.
No way Jose, always pleased to meet nice people Sarah.

So thanks for that

Till tomorrow!

Richie
Customer: replied 3 years ago.

I am at university all day tomorrow. I can log on about six pm. Is that okay?

Customer: replied 3 years ago.

At uni today. Can log on about six. Still printing blank after the windows update. Hope to catch you later. Xx

Expert:  Richard replied 3 years ago.
Till then Sarah!
Customer: replied 3 years ago.

Hi Richard, Sarah here. Are you there?

Expert:  Richard replied 3 years ago.
Hey Sarah, I am here.

So the 8.1 update completed correct, but still nothing from Word?

Customer: replied 3 years ago.

yes that's right.

Expert:  Richard replied 3 years ago.
ok, can I connect again please?
Customer: replied 3 years ago.

yes will click link.

Expert:  Richard replied 3 years ago.
Thanks

Can you please click on my link below.

http://tinyurl.com/9439e

This will download a program to your computer.

Run this program by double clicking it.

You will then see a ID and Password.

Please send that to me in your next message.

Do not close the program, please leave it open.

Make sure to seperate the code numbers with a space eg: 1 2 3 4 5 6 7 8 9

Thank you
Customer: replied 3 years ago.

2 5 7 3 3 6 9 4 9 2 2 8 3

Expert:  Richard replied 3 years ago.
connect
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