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Jason Jones
Jason Jones, Technician
Category: Printers
Satisfied Customers: 14398
Experience:  10+ years work experience.
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My printer HP photosmart 6520 has lost connection with computer.

Customer Question

My printer HP photosmart 6520 has lost connection with computer. Has been working well recently but for some reason connection dead even although both parts are working
Submitted: 2 years ago.
Category: Printers
Expert:  Ansh P. replied 2 years ago.

Ansh P. :

Hi and welcome. I'm Ansh and today, I will be trying my best to solve your issue.

Ansh P. :

Have you tried reinstalling the printer?

JACUSTOMER-v66m3yfs- :

Yes I've checked connection

Ansh P. :

What is your operating system?

JACUSTOMER-v66m3yfs- :

Windows 8.1

Ansh P. :

Is it a wired printer?

JACUSTOMER-v66m3yfs- :

Wireless

Ansh P. :

Do you have the printer cable?

JACUSTOMER-v66m3yfs- :

yes

Ansh P. :

Can you get it please

JACUSTOMER-v66m3yfs- :

I do not have a cable - my yes was wroing

Ansh P. :

We may need the cable to re-set it up

Ansh P. :

Can you try to find it

JACUSTOMER-v66m3yfs- :

I have to leave at the moment - will be back in 30 miutes

Ansh P. :

ok

JACUSTOMER-v66m3yfs- :

I am back ready to continue

Ansh P. :

Did you find the cable?

JACUSTOMER-v66m3yfs- :

Yes there is a connecting cable

Ansh P. :

Great, would you like me to fix this remotely? (small additional fee)

JACUSTOMER-v66m3yfs- :

I would have to know the fee ?

Ansh P. :

It would be £10

JACUSTOMER-v66m3yfs- :

Before I say yes, it is importan to note that both computer & printer are still under warranty

Ansh P. :

It will not affect the warranty of the products.

JACUSTOMER-v66m3yfs- :

I just want to be satisfied that you are really familiar with the make of each of

JACUSTOMER-v66m3yfs- :

printer and computer

Ansh P. :

I am well aware of HP printers. This is my daily job

JACUSTOMER-v66m3yfs- :

If with your understanding that I am not very confident in computer language can I b e assured that your proposal will solve the problem ?

Ansh P. :

You don't have to pay if I could not fix it

JACUSTOMER-v66m3yfs- :

Give it a try then - here's hopeing !

Ansh P. :

Download team viewer from this link: http://tinyurl.com/ay6foon
Save and run it. Once you run it, you will get a id and password, provide it to me so that I can remotely connect and fix the issue.

JACUSTOMER-v66m3yfs- :

I have pressed the link but nothing has happened. So it really seems the problem is in the computer itself

Ansh P. :

I don't think so. Do you got prompt to save a tool

JACUSTOMER-v66m3yfs- :

I'm not aware that I have

Ansh P. :

Try once more pls

JACUSTOMER-v66m3yfs- :

I'm sorry but I think we'll have to conclude our chat much to my disappointment

Ansh P. :

I will continue helping.

Ansh P. :

Can you tell me which browser are you using?

JACUSTOMER-v66m3yfs- :

I think Google Chrome

Ansh P. :

Let me give you another remote tool

Ansh P. :

Please read and follow the instructions very carefully

Ansh P. :

Click on this link and join: http://166.78.231.170:8040/?Session=dbe8e592-a9f2-496d-bb38-6726331f71c3 > Save the tool when prompted. When done, press Ctrl + J to open downloads window, double click on Elsinore downloaded earlier.

Ansh P. :

Are you trying it?

JACUSTOMER-v66m3yfs- :

We seem to have a major problem that when I click on the link an odd yellow hand sign emerges and nothing happens.

Ansh P. :

Can you open a new window and go to teamviewer.com

Ansh P. :

Are you there?

Expert:  Ansh P. replied 2 years ago.
Are you there James? Looks like there was a chat error.
Customer: replied 2 years ago.

Thanks for getting back - you would have to make it more simple. What do you mean by ' open a new window and teamviewer.com ?

Expert:  Ansh P. replied 2 years ago.
Open Google Chrome, Go to this link:
http://www.teamviewer.com/hi/download/windows.aspx

If you can't click on it, manually type it in address bar of Chrome.

When the page opens, under "Additional Downloads" > Click Download under Team Viewer Quick Support. Save it and run it.

You will get an ID/Password. Give it here.
Customer: replied 2 years ago.

I pressed google chrome and what came up was


www.google.com and " your connection to www is not


erncrypted

Expert:  Ansh P. replied 2 years ago.
Did you clicked on the above link?
Customer: replied 2 years ago.

 


a large blank white area appeared with www.google


as heading

Expert:  Ansh P. replied 2 years ago.
I am getting out of options. I am not sure why clicking on the link does not works for you. Let me open this question for others.
Expert:  Jason Jones replied 2 years ago.

Hello and thank you for your question today. My name is Jason. I look forward to helping you today.


I see that you have been working on this problem for quite a bit of time.

No extra charge:
Do you still need help with this problem? If so, may I start a screen sharing session on your computer and help you resolve the problem? I will send a remote link within minutes after your response, so please keep refreshing the page.


Thank you.

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