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Richard
Richard, Engineer
Category: Printers
Satisfied Customers: 38369
Experience:  15 years consulting in the IT industry with Printing engineering
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My printer is not printing I see a note saying it is offline

Customer Question

my printer is not printing I see a note saying it is offline
Submitted: 1 year ago.
Category: Printers
Expert:  Richard replied 1 year ago.

Hi there and welcome

Can you tell me the make and model of the printer, if your on a windows or mac computer and if your connecting to the printer via wireless or a

USB cable please?

Customer: replied 1 year ago.
photosmart 5250 HP Pavilion g6 wireless
Expert:  Richard replied 1 year ago.

Thanks

remove power to the wifi router, and to the printer (so unplug it from the power socket).

Then wait 10 minutes, connect the power again to the wifi router, wait 5 minutes, then connect power to the printer, turn it on and tell me please if it is now operating correctly.

Let me know the results please

Richard and 2 other Printers Specialists are ready to help you
Expert:  Richard replied 1 year ago.

Thank you

Once you have done my instructions,

Can you go to www.teamviewer.com

Click on Download in the middle of the page

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 1 year ago.
I have downloaded as advised but cannot find id or password
Expert:  Richard replied 1 year ago.

you need to first run the file you download please.

Customer: replied 1 year ago.
I have tried to run it but i am still having problems
Expert:  Richard replied 1 year ago.

ok, whats the problem you encounter?

Customer: replied 1 year ago.
tells me to close team viewer before installing how do i do this
Expert:  Richard replied 1 year ago.

It means your repeating the instructions again, you have it open already so you only have to give me ID and Password ***** it

Customer: replied 1 year ago.
ID###-##-#### ***** 9324
Expert:  Richard replied 1 year ago.

ok, you closed the program, you need to leave it open

Open it again and give me the new password *****

Customer: replied 1 year ago.
ID###-##-#### Password *****
Expert:  Richard replied 1 year ago.

it stills says its not running, can you restart your computer and run it again and give me the new password *****

Customer: replied 1 year ago.
Do you mean close my computer down and then restart it
Expert:  Richard replied 1 year ago.

yes please

Customer: replied 1 year ago.
585 279 427 password *****
Expert:  Richard replied 1 year ago.

thanks

Customer: replied 1 year ago.
my printer is still not working
Expert:  Richard replied 1 year ago.

Is it still sating offline?

And what is the make and model of your wifi router?

Customer: replied 1 year ago.
BT Openreach
Expert:  Richard replied 1 year ago.

thanks

On the back of it is a reset button, using a paperclip, push and hold this in for 10 seconds then release.

Then power off the computer and printer, wait 5 minutes, power on the printer, wait 5 minutes, then the computer and tell me if it now prints please.

Customer: replied 1 year ago.
Thankyou Richard working ok now
Expert:  Richard replied 1 year ago.

Perfect and your most welcome