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Richard
Richard, Software Engineer
Category: Microsoft
Satisfied Customers: 38414
Experience:  Over 15 year experience resolving Microsoft Office Issues
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Since downloading windows 10 I have been unable to use my HP

Resolved Question:

Since downloading windows 10 I have been unable to use my HP Photosmart 7510 printer. Hewlet Packard said I should contact Microsoft
Submitted: 2 years ago.
Category: Microsoft
Expert:  Richard replied 2 years ago.
Thank you for your question, my name is ***** ***** 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.
If you go to Devices and Printers on the computer, do you still see the printer listed there?
Customer: replied 2 years ago.

on the new start up panel there is a small window with printer and on this the printer is listed

Expert:  Richard replied 2 years ago.
Thank you
the printer is still installed.
What happens exactly when you try to print to it?
I can see you are a first time user to the site. What we do here is either a question and answer type of conversation or remote support where I would actually connect to the computer and have a look and attempt to fix the problem for you.
Remote support can save a lot of time if you are not comfortable performing repairs yourself. Sometimes even with instructions you can make a mistake and make things worse.
I will send an offer through for remote support and should you accept I will connect and see what is going on and fix the issue. Otherwise we can continue to talk like this but I will need to ask a number of other questions and try and walk you through some steps.
Both options are 100% guaranteed by the way. Remote is just quicker and avoids the risk of you making a mistake and doing something wrong.
If you want remote click get extra help. If not simply reply to me.
Thanks,
Richard
Richard and 2 other Microsoft Specialists are ready to help you
Expert:  Richard replied 2 years ago.
Thank you
Can you go to www.teamviewer.com
Click on Download for Free
Download and install the program and give me the ID and Password ***** please so I can connect
Do not close the program but leave it open else I will not be able to connect
Thank you
Customer: replied 2 years ago.

Have downloaded as above

My identity number I presume is the one given to me when I paid which is 15540042-247

I pressed the save button when I downloaded as that was the only choice or run.

Expert:  Richard replied 2 years ago.
I also need the password *****
The ID and the Password ***** I can connect and fix this for you
Customer: replied 2 years ago.

sorry I don't know what Id and password ***** are referring to

Expert:  Richard replied 2 years ago.
when you run the program, as per my instructions it will give you an ID and Password ***** you give to me.
Customer: replied 2 years ago.

The Id is 348 708 384

Passwoed is 7195

Expert:  Richard replied 2 years ago.
connected
Customer: replied 2 years ago.

Have put power plug back into router and it is blinking away merrily

Expert:  Richard replied 2 years ago.
ok, now restart the computer and tell me if it now prints please
Customer: replied 2 years ago.

nothing is printing off (I presume you are sending it from your end)

Expert:  Richard replied 2 years ago.
No, I need you please to restart the computer
Then try to print please.
Customer: replied 2 years ago.

OK, sorry

Expert:  Richard replied 2 years ago.
its ok!
Let me know the results please
Customer: replied 2 years ago.

still not printing

Expert:  Richard replied 2 years ago.
ok, can i connect to your computer again please.
Run Teamviewer and give me the password.
Customer: replied 2 years ago.

OK