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Viet - Printer Tech
Viet - Printer Tech, Technician
Category: Printers
Satisfied Customers: 35767
Experience:  Troubleshoot printers, scanners, etc.
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I have just upgraded my broadband to BT Infinity and this affected

Resolved Question:

I have just upgraded my broadband to BT Infinity and this affected my Sky TV and Canon Printer.
My TV is all set up but have problems with the printer. I have picked the new BT hub off the window on the printer and it is asking for the passphrase which I assume is the wireless password ***** the hub. Is this correct as having put the password ***** and seeing that the printer is trying to connect I am getting a message saying unable to connect.
Can you advise?
Grahame Cole
Submitted: 1 year ago.
Category: Printers
Expert:  Viet - Printer Tech replied 1 year ago.
Hi,I'm sorry about the issue. Can you please turn off printer, then disconnect the power cords from both printer and internet modem/router device(s) for a few minutes, then re-connect, then turn on, and try again.Please note that password ***** ***** reply at the box below. Thank you
Expert:  Viet - Printer Tech replied 1 year ago.
Also, please let me know the model of your new Internet hub / modem.When you are available, please type at the box below, then click on the Reply button below to communicate with me. Thank you.
Customer: replied 1 year ago.
BTHub5-K3R9
Expert:  Viet - Printer Tech replied 1 year ago.
Thank you. After disconnecting/ reconnecting printer and hub, do you still get he message "Unable to connect"?Was the printer working fine recently with the old modem?Do you have windows xp, vista, or 7, or 8, 10, or mac computer?Can we do a remote support session, so I can troubleshoot the issue directly on your computer together with you?Please reply at the box below. Thank you,
Customer: replied 1 year ago.
No this time it said it was connected but when I tried printing something it came up with printing error.Working fine with old hubWindows 7 on LAPTOPYes we can do a remote session
Expert:  Viet - Printer Tech replied 1 year ago.
Thank you. Please accept the remote support offer, then please click on the website below in order to connect with me remotely:http://www.justanswer.com/remotedesktop/join.aspx?Session=aaa77bea-e721-4aea-944e-4d9a264003b3, then allow the Elsinore.ScreenConnect program to download/run/open when prompted at the bottom.Note: If it does not connect within 5 minutes, then please reply at the box below and let me know. Thank you,
Expert:  Viet - Printer Tech replied 1 year ago.
1. Click on the website below in order to connect remotely with me:http://tinyurl.com/zh9gv2o2. Then press at the same time the two keys Ctrl and J on the keyboard, then the Downloads window should open.3. Then there, open / run the item called Elsinore.ScreenConnect.Client and install it.Please reply at the box below. Thank you.
Expert:  Viet - Printer Tech replied 1 year ago.
I have resolved the issue via remote support. If you need help with anything else, please come back any time. Also, can you please take a moment to rate my service by clicking on the 5-star icon at the top, then click on Submit when it shows up. Thank you very much,
Viet - Printer Tech, Technician
Category: Printers
Satisfied Customers: 35767
Experience: Troubleshoot printers, scanners, etc.
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