Hi, My name is ***** ***** i will be assisting you
Please let me know the operating system installed on your computer
Mac OSX 10.9.5 Mavericks
ok..from apple menu..click on preferences..print
in the printer window..let me know if you see the canon printer icon
Yes I can see the printer icon but it has no green light despite my setting it up to conner to the wifi network and when I click on it it reads scanner only
If I click to open scanner it does not connect
ok...select the printer and then click on minus sign
then once the icon goes away, click on plus and try to add the printer again
let me know if you are able to add it or it does not show up as available device
I have done that three times to no effect! I'll try again
ok..let me know once done
Exactly the same thing.... the icon comes and it has only open scanner as an option in the panel
Is there a setting on the printer that isn't correct?
in that printer window, do you see an option that says reset printing system
Not that I can see -
Yes if I "right click"
But that removes all the others - the ones set for my office.... I guess that doesn't matter too much
I did that last weekend to no effect....
what do you suggest?
if we click on that, your other printers would get removed and the you will have to add them again
just give me a minute here
i am checking few settings
thanks for your patience
please follow the below steps
turn off printer..then on your mac, click on reset printing system to remove all printers
then turn off mac and router...you need to turn them on as per below sequence
turn on mac first..once you reach the main screen, then turn on router....once connected to internet, open just answer email and click on view answer to open this chat
then turn on printer
click on below link
download the printer driver and install it for wifi setup
complete the wizard and printer should get added
let me know the status once done
i will suggest further accordingly
OK - just got this - Will do - How long do you think all this will take? I ask because I have an appointment
I will cancel it if necessary - very grateful for your help
it should take 5-10 mins
if you have an appointment, dont cancel it..
just follow these steps when you are back and post me a message about the status
even if i show up offline at that moment, i will get your response in your email and continue to assist you
you can reopen this page from just answer email by clicking on view answer
Exactly the same thing - it appears only as a scanner and not as a printer
ok..i can remote access and check this myself for you
what time is your appointment
I cancelled it.... I will go later. Better to get this done
if we can - and to know if we can't
ok..please open the website www.teamviewer.com
in the page that opens, click on start full version green button
it will download a file
run\open the file to install it
once teamviewer window opens, let me know the id and password ***** left side
396 303 147
ok keep teamviewer open
dont close it
i will connect
I lost you
Do we ed reconnect on Temvieer?
i am still connected
seems the chat window closed
let me post you a message on it
also let me know if you have the usb cable for the printer
I had a message that it crashed and I had to send a report
we can use the cable to get the printer detected
Is it USB both ends? I will have to look in my box of cables!
then we can add it on wifi mode
It is not detected on any of the computers we have
is the wifi light on printer on
the eolith USB both ends?
please leave the mouse
438 983 469 (8:10 PM):himichelle this sidei am now connected396 303 147 (8:10 PM):Hi438 983 469 (8:10 PM):you can chat with me on this box396 303 147 (8:10 PM):OK438 983 469 (8:10 PM):please leave the mouse and i will check the settings438 983 469 (8:18 PM):this usually happens that in cases where the the scanner would show up first, the printer shows up after some timei would like to wait for 2 mins here to see if printer shows up396 303 147 (8:21 PM):By all means - I ahve arrived at this point a few times and nothing happens... and Like you I have installed the driver three times now438 983 469 (8:22 PM):yes..i know \you have bene trying the correct process396 303 147 (8:22 PM):I ave been wondering whether there is a mechanism for setting the printer up as only a scanner and that i need to change that? I ahve never had this problem before with it!438 983 469 (8:22 PM):if it does not work this time, iw ill simply remove the scannner software and then ut should detect the printerplease leave the mousei am attempting another setting396 303 147 (8:24 PM):ok438 983 469 (8:30 PM):please enter ur pswd\438 983 469 (8:33 PM):do you have usb cable for this printer438 983 469 (8:38 PM):you can see on your screenthe usb cable connectorsdo you have such a cablealso let me know is the wifi light on the printer On396 303 147 (8:41 PM):Wich end is the one for the printer?438 983 469 (8:41 PM):thesmall end is for printer396 303 147 (8:42 PM):The problem is that the macbook pro ds not have the correct socket as shown438 983 469 (8:42 PM):the small square connects to printerthe rectangle one connects to maci need to know one more thinghave you done the wifi setup on the printer396 303 147 (8:44 PM):Yes one wifi set up on printer but I can do that again tooI ahve found the cable438 983 469 (8:45 PM):ok greatplease press the up down arrows on printer to go to setupselect wireless lan setupsleect yes to activate wifi if it shows inactivewifi light on prinbter should be bluealso connect the usb cable of printer to maclet me know once done396 303 147 (8:48 PM):access to wifi done and it says connected to the access pointProblem is that the cable socket on the printer seems to be rectangular rather than small square438 983 469 (8:49 PM):ok is wifi light turned onthats the standard cable for all printersirrespective of make396 303 147 (8:51 PM):Yes the green light is on438 983 469 (8:51 PM):oklets try to add it396 303 147 (8:51 PM):I wonder whether we can find a picture of the cable point on the printer?438 983 469 (8:51 PM):yes wait396 303 147 (8:52 PM):FOUN T!!!438 983 469 (8:52 PM):please connect396 303 147 (8:54 PM):I have done438 983 469 (8:54 PM):the printer did show up ..it flashed for a second and then disaapearedlet me try again396 303 147 (8:58 PM):have we made it?!By the way - where are yo located?438 983 469 (8:59 PM):try printing somethingi am located in India396 303 147 (9:00 PM):I thought you might be - where?Trying to print ing now438 983 469 (9:00 PM):okdid it print396 303 147 (9:01 PM):No - it says the printer is performing another operation438 983 469 (9:01 PM):yes waitit seems to have sent the print twice396 303 147 (9:01 PM):It is printing!!438 983 469 (9:02 PM):ok now that is on usb modewe need to switch it to wifi396 303 147 (9:02 PM):Will we have to do the same thing on my wife's computer too?438 983 469 (9:02 PM):yes that is what i need to checkplease leave the mousei will check438 983 469 (9:08 PM):which one is your router396 303 147 (9:09 PM):SKYD3ED1438 983 469 (9:09 PM):ok438 983 469 (9:13 PM):now unplug printer cord from maclet me know once done396 303 147 (9:15 PM):OK done438 983 469 (9:15 PM):okplug in printer usb cord now396 303 147 (9:17 PM):ok438 983 469 (9:18 PM):is the software for this printer installed on your wife's computer396 303 147 (9:19 PM):not sure - I think so438 983 469 (9:19 PM):also is she connected to the same router as your macbook isfor the internet396 303 147 (9:20 PM):she is connected to the same router/wifishe has macbook air438 983 469 (9:20 PM):please try to print something from her macbooktry to search for this printer over the networkas this has been shared over the network396 303 147 (9:22 PM):t is there on her computertrying t print but noting happening438 983 469 (9:22 PM):let me checkhas this printer worked on wifi mode beforeor you are setting this up for the first time396 303 147 (9:25 PM):I ma not entirely sure - I think for the first time - at least for a long time... 438 983 469 (9:25 PM):in that case, printer seems to print fine on usb mode but on wifi mode it is not printing396 303 147 (9:26 PM):Yes - so what is the problem on wifi?????438 983 469 (9:26 PM):it shows as wifi connected but printer is not syncing with the routerhow old is this printer396 303 147 (9:27 PM):a good 3 years old I thinkWe can not print from my wife's - we can see it as canon mg5200 series @ MacBookPro438 983 469 (9:28 PM):also let me know when you did the wifi setup on printer, did you select the access point as your router and enter the password ***** the printer396 303 147 (9:28 PM):but it doesn't connectYes I set it up that way438 983 469 (9:33 PM):on your printer do you get the message connected to wireless access pointor it says not connected396 303 147 (9:34 PM):it says connected438 983 469 (9:45 PM):thanks for your patienec on thisthe problem seems to be with the wifi module on the printerits not syncing with the macn your printer...navigate to menu options and print a network test pagea test page will printip address of printer will be listed on the pagelet me know what is the ip address396 303 147 (9:50 PM):where are menu options438 983 469 (9:50 PM):i am printing a test page from your mac396 303 147 (9:51 PM):that printed fine but there is no ip addressthats the 4th test pageand another!why so many?438 983 469 (9:53 PM):on printer go to setup396 303 147 (9:53 PM):where do i find ip address?438 983 469 (9:53 PM):then wireless lanthen wlan settingsdo you see an option to print report or settings page396 303 147 (9:56 PM):ok - had to reset them and now printing192.168.1.250there is default gateway and subnet mask too438 983 469 (9:57 PM):ok438 983 469 (10:03 PM):everythings eems to be setup fine but the printer is not egtting recognised on wifi modei am out of ideas at the moment as i have tried all possible checks i will opt out and open this to my fellow experts so that if there is any setting that i might be missing that they may help you withi will exit this session and open thisyou will get an email once one of my fellow experts repsonds
THANK YOU - I am sorry we couldn't solve it together - will I have to pay another person to do this?
Please let me know what you find out - and I would like to make sure you are paid. K
If you can try and let me know by connecting the printer to another computer may be a mac or a windows pc then we can be sure that the problem is with the printer or the mac.
Thank you Michelle - I am in the office now all day - I will do so when I get home later tonight - I connected it by the cable to my son's Macbook pro but I don't think he printed anything last night. I would Love to sort this with you - your help yesterday was gargantuan and much appreciated. My prediction is that it is a problem with the printer.
we can only come to a conclusion if the printer doesn't on the other computer as well.
Understood. But it should print with the cable shouldn't it?
yes it should print.
OK - I will check tonight. Blessings. K
sure and let me know how it goes.
Hello Michelle - sorry to have taken so long - I have no tested with my Son's macbook old pro - it doesn't print connected with the cable. K
STOP PRESS!!! I have just made it work with my son's computer using the cable - so it works with cable but not with wifi. Awaiting your instructions next! Blesings. Kx
if it works with the other computer then i would suggest you to install the printer driver on your sons computer and select the wifi installation option and then try to print wifi and let me know if it works.
Wifi does not work on it
one last try we can do
arrange a windows laptop for an hour and try to insatall wifi on windows laptop and then we will be sure the printer has a problem or its not compatible with mac os
Thank you Michelle - I am now away for three days so can not do anything until the weekend - we will have to find a windows laptop.... Thank you as always for your help. Blessings. K
sure..do post me a message whenever you need my assistance