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Shefin
Shefin, Printer and Office Equip. Specialist
Category: Printers
Satisfied Customers: 5396
Experience:  Working as tech support specialist with a worldwide computer manufacturer.
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Canon pixma MG5500 series. I have purchased this printer from

Resolved Question:

Canon pixma MG5500 series. I have purchased this printer from PC world. Taken the first back as it did'nt want to connect to my computer!!!! Have installed a new one from scratch and still getting error messages. It is connected to my BT infinity hub and has printed once from my documents file but can't get it to print anything from my e mails........My computer is a sonyVA10 windows 7. I have lost the microsoft XPS document writer from my system. Could this be part of the problem. HELP
Submitted: 3 years ago.
Category: Printers
Expert:  Shefin replied 3 years ago.

Shefin :
Hello! Thank you for your question. I am Shefin and I look forward to helping you with your issue today.
Shefin :
Please let me know when you are ready.
Customer:

ok

Shefin :

How do you connect the printer to the computer? Using USB cable?

Customer:

No I have got BT infinity hub so useing wi fi

Shefin :

Have you tried to setup wireless on the printer?

Customer:

Yes I have done this and the wi fi light is on on the printer and the printer has recognised the bt hub.

Shefin :

Have you entered wireless name and password?

Customer:

Yes

Shefin :

Okay.

Shefin :

Do you have the printer driver disc with you?

Customer:

yes have loaded this and when that did'nt work went to Cannon help and reloaded it from the web

Shefin :

Can I access your computer remotely and try resolving the issue while you watch?

Customer:

Not sure about that. How do I know this is safe

Shefin :

You can watch it what I am doing and can disconnect it anythime.

Shefin :

And if it quits, you have to allow it to reconnect.

Customer:

no not happy to give you access. will find other ways to fix this problem

Shefin :

If no,please try following the instructions.

Customer:

ok

Shefin :

Click Start, All Programs, Canon Utilties and check if you have Canon IJ Network icon.

Shefin :

Check your desktop too.

Customer:

yes I have IJ network scanner selector ex, which is also on the desktop

Shefin :

Not scanner selector.

Shefin :

IJ Network setup tool.

Customer:

when I click on the desktop it comes up with IJ network scanner selector

Shefin :

Please click Start and select Devices and Printers.

Customer:

ok what then

Shefin :

Have you opened Devices and Printers?

Shefin :

Do you see the printer name listed over there with a green check mark?

Customer:

The printer is there but has a yellow marker

Shefin :

Please right click on it and select Remove Device.

Customer:

yes have done that

Shefin :
Then, get into Control panel and select Uninstall a Program (listed under Programs). Uninstall all printer related programs listed over there.
Customer:

ok think I've managed that

Shefin :

Have you uninstalled all printer programs?

Customer:

yes

Shefin :

Okay.

Shefin :

Please insert the disc and start installing again. Please do every step after my instruction.

Customer:

ok have started disc

Shefin :

Start installation and select click Next.

Shefin :

On the Connection Method Selection screen select Wireless Connection.

Shefin :

Continue to follow on screen instructions. Select Connect to the network when the Printer Setup screen appears.

Customer:

yes done that

Shefin :

After doing the same, you have to use the printer buttons to setup wireless.

Shefin :
Press the HOME button on the printer then click Next.
Shefin :

Press the HOME button on the printer then click Next (computer).

Shefin :

Carefully follow the instruction to select the WLAN icon and Wireless LAN setup on the printer. Then , click Next on the printer Setup screen (on computer).

Shefin :

Then, you have to select Other Methods from the printer screen. Click Other Methods.

Shefin :

Have you done that?

Customer:

Yes got other methods up

Shefin :

Select Other setup on Setup Procedure Selection screen and then Cableless setup on Setup Procedure Selection screen..

Customer:

got cableless setup on

Shefin :

Select Other setup on your printer and press the OK button.

Shefin :

Click Next on the Connection via Cableless setup screen on computer.

Customer:

done that

Shefin :

Select Cableless setup on your printer and press the OK button.

Shefin :

Click Next on the Connection via Cableless setup screen.

Shefin :
Press the OK button on your printer. Click Next on the Connection via Cableless setup screen
Customer:

ok

Shefin :

Continue following on-screen instructions. On the Software Installation List, select *software to install and click Next.

Shefin :

Continue following on-screen instructions.

Shefin :

When the Setup Completion dialog box appears, click Complete.

Customer:

saying the printer can't be detected on the network have tried redetect and still the same!

Shefin :

Can you do the setup again and select Standard Setup?

Customer:

ok, done that have correct Bt hub and am now entering the passphrase is that ok

Shefin :

Yes.

Customer:

printer saying it is connected to the access point

Shefin :

Please try redetecting the printer. Use the Standard setup screen on the printer setup window.

Customer:

Is that under devices on the control panel?

Shefin :

No.

Shefin :

The printer installation screen.

Shefin :

You can use Devices and Printers too. However, do the printer installation again.

Customer:

still won't see it aaaahhh. I am losing the plot

Shefin :

You are using the same wireless network name and password ***** your computer and the printer. RIght?

Customer:

yes how do I check. The computer works of the same hub and I have used the same details as when I unstalled the computer to the hub

Shefin :

You have restarted the installation and selected Standard Setup screen on the computer. Right?

Customer:

Yes,

Shefin :

Please click Start and select Devices and Printers.

Customer:

am back to software installation screen

Shefin :

Select Standard Setup, instead of Other method.

Customer:

I have selected standard setup

Shefin :

Follow the onscreen instructions and check if ti is detecting the printer.

Customer:

ok

Shefin :

Let me know if it is not detecting yet.

Customer:

still loading

Shefin :

Okay.

Customer:

same message the printer could not be detected on the network

Shefin :

Please click Start and select Devices and printers.

Customer:

ok

Shefin :

Click Add a a printer and select Add wireless printer.

Customer:

OK it's searching for the printer

Shefin :

Okay.

Customer:

saying no printer found

Shefin :

Are you sure that the printer is turned on

Customer:

Yes I'm sat next to it

Shefin :

Either you are using different Wireless name or the printer is not connected to the wireless LAN.

Customer:

What do I do NOW

Shefin :

As a last try, please setup wireless using Wireless name and password ***** again, using the printer buttons.

Shefin :

If the issue persists, you have to confirm that the wireless name and password ***** ***** for both your computer and the printer.

Shefin :

If that still not work, you may have to install the printer using USB cable and try changing the connection method option after installing.

Shefin :

I apologize for the inconvenience caused to you.

Shefin :

However, the issue does not seem to be with the setup or installation.

Shefin :

If the wireless networks are same, the issue might be with the printer wireless radio itself.

Shefin :

In that case, it is better to replace the printer, since it is new.

Shefin :
I apologize for the bad news. However, this is the honest answer I can give.
Shefin :

Because, we have tried every setup method

Shefin :

I have tried my best to help you.

Customer:

This is the 2nd printer this week. I took out a replacement offer at PC world and they gave me another computer...........Can it be possible to have two computers faulty? I have been trying to fix this problem for three days and have gone grey.......Do you think I should take it back and get another model?

Shefin :

The issue is not with the computer.

Customer:

Sorry that should have said printer. My brain is getting a bit tired. Thankyou for all your help and i will OK your service as it is'nt your fault that we can't fix this.

Shefin :

If both printers are facing the same problem, please try connecting the computer to the newtork again providing the same password, that you have given for the printer.

Shefin :

Can you do that?

Customer:

Sorry, how do I do that

Shefin :

Connect the Computer to the internet using the same password ***** wireless name.

Shefin :

Do you see the wireless icon on the right bottom side of your computer?

Customer:

Yes do I disconnect the wi fi

Shefin :

Yes.

Shefin :

Then, check the password ***** wireless name. Check both are same.

Customer:

I know the password ***** how do I check it on the computer

Shefin :

Click the wireless network icon on the taskbar (lower-right corner).

Shefin :

Right-click your wireless network name, and then select Properties.

Shefin :





Select Show characters to see the wireless network password.
Customer:

Done that and it is the same as the one I tried to use with printer

Shefin :

Could you please try disabling the Antivirus, Firewall and try detecting it?

Customer:

yes, how do I do that

Shefin :

Do you see the Antivirus icon on the bottom right corner?

Customer:

Is that the Mcfee protection

Shefin :

Yes.

Shefin :

Right click on it and disable it.

Customer:

done that, is it just the firewall I need to turn off.

Shefin :

You have to disable thw Windows firewall too.

Shefin :

Get into Control panel.

Customer:

Got the windows security up what next

Shefin :

Do you see Windows Firewall?

Customer:

yes

Shefin :

Select it and turn it Off.

Customer:

done that

Shefin :

Try detecting the printer again. Use Devices and Printers.

Customer:

ok

Customer:

No not seeing it, trying again

Shefin :

If so, I would suggest you try the printer with a different Router.

Customer:

How do I do that???

Shefin :

You have to try connecting the printer with a different Router. Otherwise, have to use USB cable.

Customer:

ok will try that later. have to go now. thanks for you help

Shefin :

You are most welcome!

Shefin :

I have tried my best in order to connect the printer.

Shefin and other Printers Specialists are ready to help you