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nathan_mills
nathan_mills, Technician
Category: Printers
Satisfied Customers: 632
Experience:  Efficient Technician with more than 30 years of Experience.
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My Canon printer Pixma MG5450 will not print wirelessly from

Resolved Question:

My Canon printer Pixma MG5450 will not print wirelessly from my laptop any more. It was working perfectly on Wednesday. It will print from my ipad.
Submitted: 10 months ago.
Category: Printers
Expert:  carlday1 replied 10 months ago.

Hi,

Thank you for using Just Answer my name is ***** ***** I will help with your question. Please could you let me know what happened when you installed the drivers again and is the laptop connected to the internet ok.

Customer: replied 10 months ago.
Hi Carl
Thanks for getting back to me.
Nothing happened when I installed the drivers, and my laptop is connected to the internet. Now my ipad can't find the printer either!
Expert:  nathan_mills replied 10 months ago.

Hi Sally. This is Nathan. I will be assisting you from now.

Setup the Wireless connection on the printer once again.

Customer: replied 10 months ago.
Hi Nathan
How do I set up the wireless connection on the printer please?
Sally
Expert:  nathan_mills replied 10 months ago.

It is very simple process. If you want, I can provide you Secure Remote Assistance and can help you out better or else I will guide you here only. Reply how you would like to proceed.

Customer: replied 10 months ago.
Please can you guide me here
Expert:  nathan_mills replied 10 months ago.

Sure I will guide you here only.

Turn On your printer and press Home button.

Expert:  nathan_mills replied 10 months ago.

Now use Up/Down arrows to select WLAN setup icon and press LEFT function key (which are below the LCD panel on the printer)

Customer: replied 10 months ago.
Thank you, ***** ***** done that
Expert:  nathan_mills replied 10 months ago.

Did it search for Access point?

Customer: replied 10 months ago.
It says press & hold WPS button on access point but I don't know where that is!
Expert:  nathan_mills replied 10 months ago.

Did you choose STANDARD SETUP?

Customer: replied 10 months ago.
It hasn't offered me a choice
Customer: replied 10 months ago.
I just selected WLAN set up & pressed the key below
Expert:  nathan_mills replied 10 months ago.

Press the STOP button and proceed to Standard Setup

Customer: replied 10 months ago.
I only have WLAN set up or set up with a picture of a screwdriver & pliers. And where is the stop button?
Expert:  nathan_mills replied 10 months ago.

On the printer, see the button on the extreme right. Do you see STOP?

Customer: replied 10 months ago.
Do you mean the red triangle inside a red circle?
Expert:  nathan_mills replied 10 months ago.

Yes

Customer: replied 10 months ago.
I've pressed it but nothing happens
Expert:  nathan_mills replied 10 months ago.

What message is displayed on the LCD panel?

Customer: replied 10 months ago.
Its gone back to Home
Expert:  nathan_mills replied 10 months ago.

Again Press Home, then WLAN SETUP and when you get on the same screen which says "To start setup, press and hold WPS button......" then press that STOP button (red triangle) and let me know what happens

Customer: replied 10 months ago.
thank you, ***** ***** have standard, WPS or other
Expert:  nathan_mills replied 10 months ago.

Choose Standard Setup.

Customer: replied 10 months ago.
now I have possibilities - shall I choose my hub name?
Expert:  nathan_mills replied 10 months ago.

Yes. Then enter your network's password

Customer: replied 10 months ago.
It says multiple access points with same name exist - do I want one or multiple?
Expert:  nathan_mills replied 10 months ago.

Select One

Customer: replied 10 months ago.
I did and now it says select MAC address
Customer: replied 10 months ago.
but I didn't enter the password
Expert:  nathan_mills replied 10 months ago.

Check your Network's router, Mac address will be written on the router or the manual supplied with it.

Customer: replied 10 months ago.
Just asking someone to look for me - I am disabled & can't get about easily
Expert:  nathan_mills replied 10 months ago.

Which operating system is there on your system?

Expert:  nathan_mills replied 10 months ago.

Windows or Apple OS X?

Customer: replied 10 months ago.
Windows
Expert:  nathan_mills replied 10 months ago.

Great. No need to worry then. Just follow what I am asking. On the search bar on Windows (below), type command prompt. Open it if you find the application.

Customer: replied 10 months ago.
I now have MAC address. I typed prompt but not sure what to do now - I have a black screen with command prompt in the corner
Expert:  nathan_mills replied 10 months ago.

Ask me if you get any trouble. Which version of Windows? WIndows 7,8,10 ?

Customer: replied 10 months ago.
10
Expert:  nathan_mills replied 10 months ago.

Type ipconfig /all

Customer: replied 10 months ago.
Done that
Expert:  nathan_mills replied 10 months ago.

If you have MAC address then no need to do it further. Just type the MAC address on the printer

Customer: replied 10 months ago.
But how do I type on the printer - no keyboard
Expert:  nathan_mills replied 10 months ago.

Are you getting anything to select from the list of MAC adress

Expert:  nathan_mills replied 10 months ago.

Do you see a list of MAC addresses with your network's mac address also listed there

Customer: replied 10 months ago.
No - there are 2 MAC addresses, but neither one is ours
Expert:  nathan_mills replied 10 months ago.

Do you have the command prompt black screen still open?

Expert:  nathan_mills replied 10 months ago.

Your MAC address will something like this 01-22-C3-D4-E5-F6 ( example)

Customer: replied 10 months ago.
command prompt still open & MAC address is 12 letters & numbers
Expert:  nathan_mills replied 10 months ago.

Type ipconfig /all and press enter. You will see some data. Check PHYSICAL ADDRESS. That's your network's MAC address

Expert:  nathan_mills replied 10 months ago.

Check this image

Customer: replied 10 months ago.
But its just 00 -00 -00 etc, not what it says on our router
Expert:  nathan_mills replied 10 months ago.

See under WIRELESS LAN ADAPTER WIFI

Customer: replied 10 months ago.
Sorry where am I looking for that?
Expert:  nathan_mills replied 10 months ago.

When you typed ipconfig /all, There will be so many details listed on that black screen of command prompt. Scroll up and find WIRELESS LAN ADAPTER WIFI and check the physical address written under it.

Customer: replied 10 months ago.
I've got that - not listed on select MAC address screen
Expert:  nathan_mills replied 10 months ago.

Select the first one from the listed Mac addresses

Customer: replied 10 months ago.
Done
Customer: replied 10 months ago.
Is the passphrase the MAC address or admin password ***** homehub?
Expert:  nathan_mills replied 10 months ago.

Do you get ENTER WEP KEY?

Customer: replied 10 months ago.
No it says enter passphrase 8-64 characters
Expert:  nathan_mills replied 10 months ago.

Type in your wifi password

Customer: replied 10 months ago.
But I don't understand how to do that - no keyboard on printer
Expert:  nathan_mills replied 10 months ago.

Press the left function key below the LCD screen to click done when you have entered the password

Expert:  nathan_mills replied 10 months ago.

Press OK on that screen, a keyboard will be displayed

Expert:  nathan_mills replied 10 months ago.

Using the arrow keys, select the alphabet or numeric and press OK on that to type in. If you want numbers on the keyboard, press the middle function key below the lcd panel

Customer: replied 10 months ago.
Done that thanks - do I press end set up?
Expert:  nathan_mills replied 10 months ago.

Yes using the left function key

Customer: replied 10 months ago.
Now it says connected to the access point
Expert:  nathan_mills replied 10 months ago.

You should get Connected to Access point message. Did you get it?

Expert:  nathan_mills replied 10 months ago.

Press OK

Customer: replied 10 months ago.
38; I've pressed OK
Expert:  nathan_mills replied 10 months ago.

Now check on your computer. Give a print command

Customer: replied 10 months ago.
I have, and it still says the printer is offline
Expert:  nathan_mills replied 10 months ago.

Go to Control Panel, by RIGHT CLICKING the Windows logo on the bottom left. A list will appear. Choose control panel

Customer: replied 10 months ago.
Done. Control panel selected
Expert:  nathan_mills replied 10 months ago.

Now click DEVICES AND PRINTERS

Expert:  nathan_mills replied 10 months ago.

Is your printer listed there? If yes, right click your printer and click SEE WHAT'S PRINTING

Customer: replied 10 months ago.
Thanks, I've done that - it says the name of the file I wanted to print
Expert:  nathan_mills replied 10 months ago.

Press Printer (Printer, Document, View will be there on the top bar) on that window and un-check USE PRINTER OFFLINE

Customer: replied 10 months ago.
Done that now & got a printer error message
Expert:  nathan_mills replied 10 months ago.

Restart your printer and computer and then check

Customer: replied 10 months ago.
Still telling me the printer is offline
Expert:  nathan_mills replied 10 months ago.

Do the same process once again by going to control panel and un checking the use printer offline option

Customer: replied 10 months ago.
Done, but till getting error message
Expert:  nathan_mills replied 10 months ago.

Can you opt for Secure Remote Assistance so that I can troubleshoot for you?

Customer: replied 10 months ago.
Do I have to pay for that?
Expert:  nathan_mills replied 10 months ago.

Yes you will be charged extra for that. If you don't wish to do that then

CLICK THIS LINK and install the first listed driver.

Customer: replied 10 months ago.
How much please, and how long will it take, as I have to go soon
Expert:  nathan_mills replied 10 months ago.

You will be charged £20

Customer: replied 10 months ago.
OK, I'll go for remote help please - do I still have to pay if it doesn't work?
Expert:  nathan_mills replied 10 months ago.

In that case I will put your request for refund.

nathan_mills, Technician
Category: Printers
Satisfied Customers: 632
Experience: Efficient Technician with more than 30 years of Experience.
nathan_mills and 4 other Printers Specialists are ready to help you
Expert:  nathan_mills replied 10 months ago.

CLICK HERE and then press I Agree. A file will get downloaded. Just open/run that file to start the remote desktop session.

Customer: replied 10 months ago.
Nathan, I emailed you this morning as agreed so that we could continue to try to get my printer responding on wifi, but as I have heard nothing I would like a refund please and will try & get help another way. Thank you for trying. Sally
Expert:  nathan_mills replied 10 months ago.

Sally I didn't receive any email. Are you sure you emailed at***@******.***

Expert:  nathan_mills replied 10 months ago.

Are you free right now?

Customer: replied 10 months ago.
I definitely sent it to that email - then I sent one to mills with a double ll as well just in case.
I am free only briefly now

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