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Ask Joel Kalman Your Own Question

Joel Kalman
Joel Kalman, Engineer
Category: Printers
Satisfied Customers: 612
Experience:  I am an MIT graduate with a Master of Science Degree in Electrical Engineering from UC Berkeley.
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I have a MacBook Air OSX Yosomite version 10.10.5 and I wish

Customer Question

Hello - I have a MacBook Air OSX Yosomite version 10.10.5 and I wish to connect it to a DELL 1320C colour laser printer and I am having trouble downloading the printer drivers, can you assist please?Many thanksPete
Submitted: 7 months ago.
Category: Printers
Expert:  Joel Kalman replied 7 months ago.

Hello, Pete. I am pleased to have the opportunity to assist you. My name is ***** ***** I can help you solve your problem.

Customer: replied 7 months ago.
Thank you - can you bear with me 1 minute - can you do this remotely please?
Expert:  Joel Kalman replied 7 months ago.

You can download and install the drivers for your operating system from the Dell website by selecting the following link:

http://www.dell.com/support/home/us/en/04/Drivers/DriversDetails?driverId=R222498

However, it is important to setup your mac and your printer properly beforehand.

Yes, I can do it for you remotely. Secure Remote Assistance is a Premium Service, and there will be n extra charge. Is your printer connected to your router with an Ethernet cable?

Expert:  Joel Kalman replied 7 months ago.

Yes, I can do it for you remotely. Secure Remote Assistance is a Premium Service, and there will be an extra charge. Is your printer connected to your router with an Ethernet cable?

Joel Kalman, Engineer
Category: Printers
Satisfied Customers: 612
Experience: I am an MIT graduate with a Master of Science Degree in Electrical Engineering from UC Berkeley.
Joel Kalman and 4 other Printers Specialists are ready to help you
Customer: replied 7 months ago.
I will go into the house and connect the cable now - is that what I need to do?
Customer: replied 7 months ago.
Im currently on a different internet line so will go into the house and plug into the printer?
Expert:  Joel Kalman replied 7 months ago.

Yes, but you will also need to configure the network parameters on the printer, using the control panel. Can you take your MacBook with you, so that I can give you instructions on how to do it?

Customer: replied 7 months ago.
I'm in the house but now struggling with internet connection - would it be best to take both the printer and laptop into the office to do this sorry?
Customer: replied 7 months ago.
The Mac is now plugged into the printer with internet connection
Expert:  Joel Kalman replied 7 months ago.

The printer does not connect to the laptop. It connects to the router. Where is the router or modem located?

Customer: replied 7 months ago.
its currently located behind the house pc computer
Customer: replied 7 months ago.
is the router the internet connection? I can send a pic if that would help?
Expert:  Joel Kalman replied 7 months ago.

Some internet service providers have a modem connected to a router, and some have the router integrated into the modem. The connection point is usually in a row of four Ethernet jacks. You can send a pic, if you think that will help you identify it.

Customer: replied 7 months ago.
Ok there is the 4 jacks with a blue cable connected into one of them and next to it there is a single socket with the router (ADSL filter) plugged into it - which is the right one please?
Customer: replied 7 months ago.
How do I send the pic to you - do you have s contact address please
Expert:  Joel Kalman replied 7 months ago.

You do not need to send a pic.

Customer: replied 7 months ago.
Do you want me to plug the printer cable into one of the 4 jacks or the internet filter next to it?
Expert:  Joel Kalman replied 7 months ago.

Allow me to explain:

The box with the four jacks is the modem. it is connected to the ADSL, which is the Asynchronous Digital Subscriber Line. It has a router integrated into the same box. The four Ethernet jacks are the router ports. One of them goes to your house pc. If the printer is located close to the router, you can plug the cable connecting the Ethernet port of the printer into any one of the other three ports on the router.

Expert:  Joel Kalman replied 7 months ago.

You cannot plug the Ethernet cable into the filter. It is an RJ45 plug and the filter is an RJ11 jack.

Expert:  Joel Kalman replied 7 months ago.

Just so you know, the extra port on the ADSL filter is for a telephone or answering machine or a fax line.

Customer: replied 7 months ago.
The cable I have does not have a connection end that fits any of these sockets?
Customer: replied 7 months ago.
Theres 2 cables that go into the printer, one power cable and then another that connects to the back of the pc?
Expert:  Joel Kalman replied 7 months ago.

You must be trying to use a telephone cable. That will not work. You need a cable like the blue cable that is connecting your hose pc to the router.

Expert:  Joel Kalman replied 7 months ago.

Oh, you must be using a usb cable. I was not sure that you printer had a usb jack on it. The usb cable does connect directly to the pc.

Expert:  Joel Kalman replied 7 months ago.

I see it now in the manual. I apologize for the inconvenience. I did not know about the house pc when we started working on this.

Expert:  Joel Kalman replied 7 months ago.

So then, we are going to need to install the printer drivers on the house pc, and not on your MacBook.

Customer: replied 7 months ago.
what's the next step please?
Expert:  Joel Kalman replied 7 months ago.

Is that what you want to do?

Customer: replied 7 months ago.
No I wish to print from the MacBook the house pc already uses the Dell as a default printer
Expert:  Joel Kalman replied 7 months ago.

You will be able to print from the wireless connection on your MacBook to the Dell printer that is connected to the house computer.

Customer: replied 7 months ago.
Ok as long as I can print from my Mac thats great - thanks
Customer: replied 7 months ago.
Just so that you know I can currently print from the house pc using the Dell printer
Expert:  Joel Kalman replied 7 months ago.

You are right. We will install the print drivers on the Mac. But first, you have to make the Dell printer shareable on the house pc. What is the operating system on the house pc? Can you please login to the house pc, and I will tell you how to make the printer shareable. If the files on the house pc are shareable now, the printer may be shareable too.

Expert:  Joel Kalman replied 7 months ago.

That is good that you can print from the house pc. It means that the printer is set up correctly, except that it needs to be shareable.

Expert:  Joel Kalman replied 7 months ago.

It needs to be shareable, so that you can see it from your MacBook.

Customer: replied 7 months ago.
Ok how do I make it shareable - Im login to the PC?
Expert:  Joel Kalman replied 7 months ago.

It needs to be shareable, so that you can see it from your MacBook over the wireless network. You are communicating with me now using a wifi connection with your MacBook, is that correct?

Expert:  Joel Kalman replied 7 months ago.

What is the operating system on the house pic? What version of Windows?

Customer: replied 7 months ago.
Expert:  Joel Kalman replied 7 months ago.

What is the operating system on the house pic? What version of Windows?

Customer: replied 7 months ago.
How do I find out these things please?
Expert:  Joel Kalman replied 7 months ago.

Does it have a Windows icon in the lower left-hand corner of the monitor screen?

Customer: replied 7 months ago.
Expert:  Joel Kalman replied 7 months ago.

Okay, select that with your mouse and describe what comes up please.

Expert:  Joel Kalman replied 7 months ago.

Does it have tiles or menus?

Customer: replied 7 months ago.
lots of different settings, including computer, network, control panel
Expert:  Joel Kalman replied 7 months ago.

Very good. elect Control Panel.

Customer: replied 7 months ago.
selected
Expert:  Joel Kalman replied 7 months ago.

Sorry for the typo. Now that you have selected Control Panel, do you see categories or icons?

Customer: replied 7 months ago.
there is - hardware and sound, network and internet, programs, user accounts and family safety, system and maintinance
Expert:  Joel Kalman replied 7 months ago.

Please select Network & Internet.

Expert:  Joel Kalman replied 7 months ago.

Then select Homegroup, and describe what it says on the next screen.

Customer: replied 7 months ago.
there isn't a home group, i have network and sharing centre, internet options, windows firewall, people near me, sync centre, windows mobile device center
Expert:  Joel Kalman replied 7 months ago.

Please do something else for me, so that I can see what version of Windows you have.

Expert:  Joel Kalman replied 7 months ago.

You can leave that window open. BTW, that Windows icon in the lower left corner is called the Start Menu. Select that again and highlight Computer, but do not select it. Then use your menu button on the mouse to open the Computer menu and select Properties.

Customer: replied 7 months ago.
ah okay, so the windows is a 'windows vista Home premium'
Customer: replied 7 months ago.
ah okay, so the windows is a 'windows vista Home premium' 2007
Expert:  Joel Kalman replied 7 months ago.

Okay, good Open the Network & Sharing Center in the Control Panel.

Expert:  Joel Kalman replied 7 months ago.

Okay, good. Open the Network & Sharing Center in the Control Panel.

Customer: replied 7 months ago.
yep done that
Expert:  Joel Kalman replied 7 months ago.

Do you see Sharing &n Discovery about half way down?

Expert:  Joel Kalman replied 7 months ago.

Do you see Sharing & Discovery about half way down?

Customer: replied 7 months ago.
i do
Expert:  Joel Kalman replied 7 months ago.

Are File Sharing and Printer Sharing turned on?

Customer: replied 7 months ago.
file sharing is but printer sharing isn't, i will turn on printer sharing?
Expert:  Joel Kalman replied 7 months ago.

If not, turn Printer Sharing on now, and you can turn File Sharing if you want to.

Customer: replied 7 months ago.
okay, i have turned on printer sharing
Expert:  Joel Kalman replied 7 months ago.

Roger that. Please describe the diagram in the top half of the window. Does it show a connection to the Internet, or is there a red X through it? What is the name of this computer?

Customer: replied 7 months ago.
It shows a connection to the internet with the network and the computer. The name is 'JULIE-PC'.
Expert:  Joel Kalman replied 7 months ago.

Okay, good job! That is all we need to do on the house pc. You can close all the windows. We will work with the MacBook from now on.

Customer: replied 7 months ago.
okay good!
Expert:  Joel Kalman replied 7 months ago.

You have requested Secure Remote Assistance. Please use this link and accept the agreement. Then download, run, and install the remote software from Elsinore to start the session: You may have to go to your Download folder and select the Elsinore file if it does not open automatically.

http://www.justanswer.com/remotedesktop/join.aspx?Session=5a91479d-cb47-4548-a8f2-0de1c91896eb&Type=Java

Expert:  Joel Kalman replied 7 months ago.

Are you having problems with this? Please let me know. I can help. I know this is a big step.

Customer: replied 7 months ago.
Nope, just having to download java first before i can open the download.
Expert:  Joel Kalman replied 7 months ago.

Okay.

Expert:  Joel Kalman replied 7 months ago.

We are not connected yet. You have to Run the file.

Customer: replied 7 months ago.
i know sorry, it says i have downloaded your file but i'm unable to open it until the new java is downloaded, which is taking ages. sorry
Expert:  Joel Kalman replied 7 months ago.

That's okay. As long as we are making progress.

Customer: replied 7 months ago.
okay thank you for your patience!
Expert:  Joel Kalman replied 7 months ago.

Thank you for your patience! It took me a long time to get started.

Expert:  Joel Kalman replied 7 months ago.

Are you sure that the Java is not hung up?

Customer: replied 7 months ago.
That's okay, nope it still says its downloading, it says 30 minutes remaining but it is going down preety quickly.
Customer: replied 7 months ago.
what is the download called? is is the dell installer?
Expert:  Joel Kalman replied 7 months ago.

No. It is called Elsinore.

Expert:  Joel Kalman replied 7 months ago.

I am not sure about that. It might be called Join Remote Session. You can sort your Download folder by date and it will be at the top of the list.

Customer: replied 7 months ago.
Okay yes, just double checking. That is the one I need the new Java update for, it's saying about 20 mins now.
Expert:  Joel Kalman replied 7 months ago.

Just select the Date column heading. What is it called, just so I know?

Customer: replied 7 months ago.
I don't know what you mean by the date column? It's called Java for Mac OS X
Expert:  Joel Kalman replied 7 months ago.

No, I meant the file for which I sent you the link to establish a remote control session. It will be in your Download folder which you can sort by Date, so that it is at the top of the list. I don't know if you have seen the Agreement page yet or not.

Customer: replied 7 months ago.
I pressed agree and it started to download. i went onto my downloads to open it and it said i couldn't open the file without downloading the new java update.
Expert:  Joel Kalman replied 7 months ago.

Okay. Thank you for that. What is the name of the file? Does it contain Elsinore in the name?

Customer: replied 7 months ago.
that's the correct download, it says only 12 minutes left now sorry for the long wait.
Expert:  Joel Kalman replied 7 months ago.

I am going to have to stop. This is taking too long. Your time estimate of 20 minutes ha taken forty minutes. I am going to go to bed. it may never finish, and it may never work even if it does.

Customer: replied 7 months ago.
It has got 3 minutes left. How do we contact you tomorrow to finish the job?
Customer: replied 7 months ago.
the java update has completed
Customer: replied 7 months ago.
The application is downloading
Expert:  Joel Kalman replied 7 months ago.

I will stay with it, if it is that close. It may require you to restart your computer. If we get disconnected, you can always return to this session by selecting the link in your latest notification email.

Customer: replied 7 months ago.
It says that we are connected now!
Expert:  Joel Kalman replied 7 months ago.

Viola!

Expert:  Joel Kalman replied 7 months ago.

The remote control session is unresponsive. It is useless to continue.

Customer: replied 7 months ago.
I can go to another internet link?
Customer: replied 7 months ago.
To a much faster internet
Expert:  Joel Kalman replied 7 months ago.

What do you mean?

Customer: replied 7 months ago.
Sorry I have another Internet link in office I'm in the house at the moment
Expert:  Joel Kalman replied 7 months ago.

The office link will not be on the same wireless network with the Dell printer. It is okay. I can just direct you to execute the installation procedure.

Customer: replied 7 months ago.
It is a faster internet connection.
Customer: replied 7 months ago.
Ok sorry about this
Expert:  Joel Kalman replied 7 months ago.

Please go to your Apple icon and select System Preferences > Printers & Scanners.

Customer: replied 7 months ago.
Ok done
Expert:  Joel Kalman replied 7 months ago.

Are there any print server icons in the window?

Customer: replied 7 months ago.
they are brother DCP, color laser, fell printer 1320c (in use default) and hp laser jet
Expert:  Joel Kalman replied 7 months ago.

Do you have a Brother printer and/or an HP printer?

Customer: replied 7 months ago.
both there
Expert:  Joel Kalman replied 7 months ago.

Do you have those physical printers?

Customer: replied 7 months ago.
No we have a Dell only
Customer: replied 7 months ago.
The Dell is there as I tried to download the drivers but failed
Expert:  Joel Kalman replied 7 months ago.

Okay. We are going to reset your printing system, and that will delete all the icons. Do you see the Command key on your keyboard? Do you see the -Remove link in the window?

Customer: replied 7 months ago.
shall i delete all the printer icons
Expert:  Joel Kalman replied 7 months ago.

Please hold the Command key down and select the -Remove link, and confirm that you want to Reset Printing System. That will automatically remove all the icons.

Customer: replied 7 months ago.
if i press the - button, that just removes each printer on the side. Shall i continue to do this?
Expert:  Joel Kalman replied 7 months ago.

If it does not work, you can put your cursor anywhere in the white space in the Printers & Scanners window and use the menu button on your mouse to Reset Printing System.

Customer: replied 7 months ago.
okay i've done that.
Expert:  Joel Kalman replied 7 months ago.

Sorry. It is the Control key. Hold down the Control key and select anywhere in the window.

Customer: replied 7 months ago.
That's fine, i have reset the printing system.
Expert:  Joel Kalman replied 7 months ago.

Okay, good. Now use your Finder to go to Applications and find the Dell folder and drag it into the Trash. This completely uninstalls the software. The reason that we need to do this is because otherwise your mac will just the old corrupted software and reinstall it.

Customer: replied 7 months ago.
OK done that
Expert:  Joel Kalman replied 7 months ago.

What we need to do now is to restart your computer. When we get disconnected, you can return to this session by selecting the link in your latest notification email. It may take a few minutes. I will wait for you to return to this session.

Customer: replied 7 months ago.
OK thank you for your patience
Expert:  Joel Kalman replied 7 months ago.

Roger that.

Customer: replied 7 months ago.
I have restarted the computer
Expert:  Joel Kalman replied 7 months ago.

Great! Now you can download and install the print drivers from the Dell Support website by selecting this link:

http://www.dell.com/support/home/us/en/04/Drivers/DriversDetails?driverId=R222498

Customer: replied 7 months ago.
am I reconnected with you?
Expert:  Joel Kalman replied 7 months ago.

Yes. There is a long delay between the US and the UK.

Customer: replied 7 months ago.
OK sorry
Expert:  Joel Kalman replied 7 months ago.

How is the download going?

Customer: replied 7 months ago.
the download is finished
Expert:  Joel Kalman replied 7 months ago.

Okay. Now you must Run it. You may have to look in the Downloads folder to find it.

Customer: replied 7 months ago.
What download please?
Customer: replied 7 months ago.
I can't see it in downloads can you remind me of the name please?
Expert:  Joel Kalman replied 7 months ago.

Just open the Download folder and select the Date column heading to sort the list by date. It will be at the top of the list.

Customer: replied 7 months ago.
It says Java is that the right one please?
Expert:  Joel Kalman replied 7 months ago.

No. Dell_1320c_Installer.dmg (541.22 KB)

Customer: replied 7 months ago.
OK installed
Expert:  Joel Kalman replied 7 months ago.

Okay. Now use the Apple icon to go to System Preferences and select Printers & Scanners. Then either select the Dell print server icon or highlight it and use the menu button on the mouse to select Printer Preferences. You should see a button labeled Open Print Queue. Find the button labeled Print Test Page. Then go to the printer and see if it printed successfully.

Expert:  Joel Kalman replied 7 months ago.

Print Test Page will be an item on the Printers menu in the Print Queue.

Customer: replied 7 months ago.
I have done that and no printer is showing
Customer: replied 7 months ago.
I have the Dell 320 installer on the desktop but not in the printer file!
Expert:  Joel Kalman replied 7 months ago.

You said OK installed". Did you get a message that said "Installation Successful"?

Customer: replied 7 months ago.
do you want me to do again?
Expert:  Joel Kalman replied 7 months ago.

Did you use the Dell 320 Installer icon on the desktop?

Customer: replied 7 months ago.
it says no printers are available
Customer: replied 7 months ago.
do you mean 1320?
Expert:  Joel Kalman replied 7 months ago.

When you installed it before, did you use the installer icon on the desktop? Yes, I meant 1320. You said 320 too.

Customer: replied 7 months ago.
I did
Expert:  Joel Kalman replied 7 months ago.

Maybe the printer or the computer went into sleep mode. Go wake them up so that the are active and try the installer again. I forgot to tell you that the house pc acts as a print server, and it must be on for you to be able to print.

Customer: replied 7 months ago.
I have two instalments on the desktop both showing Dell 13.20c installer.mpg - do I keep them both?
Expert:  Joel Kalman replied 7 months ago.

You can delete one of them. Just make sure that the one you keep works. Better wait until you can find the printer.

Customer: replied 7 months ago.
Ok trashed one of them will check
Customer: replied 7 months ago.
still not showing under printer preferences it seems to be stuck on last printer used
Expert:  Joel Kalman replied 7 months ago.

You should have waited until you got one of them working. I do not know what your last message means. Can you please explain?

Customer: replied 7 months ago.
within the box printer preferences no printers are shown - in the box at the bottom "default printer" last printer used
Customer: replied 7 months ago.
Thats what it says in the box "last printer used" and you can't change it
Expert:  Joel Kalman replied 7 months ago.

Printer Preferences is part of a print server icon. It does not contain any print server icons.

Customer: replied 7 months ago.
Are you able to take a look from your end please?
Expert:  Joel Kalman replied 7 months ago.

No I can't see your computer. I don't have a Mac. I have it memorized. You are confused. Just close the Printer Preferences and go back to System Preferences > Printers & Scanners and you will see the Print Server icon for your Dell C1320 printer.

Customer: replied 7 months ago.
When you look in system preferences you get a open box and it says "No printers are available" at the bottom it has another box called default printer and it says "last Printer used" - you can't delete or alter this! Below this it says Default paper - A4not confused thats what it says
Expert:  Joel Kalman replied 7 months ago.

I apologize for my impatience. My directions were unclear before. I just looked it up. You do not need to go to Printer Preferences. You just select the Printer and go to Open Print Queue. The use the Printer menu to Print Test Page. Now those directions should be very clear, because I am not going from memory. I looked the procedure for printing a test page up on the internet.

Customer: replied 7 months ago.
There is no printer showing its only on the desktop!
Expert:  Joel Kalman replied 7 months ago.

I don't know how you could have gotten to Printer Preferences without a Printer. But I will take your word for it. I never meant to go to Printer Preferences anyway. That is part of the procedure for printing a test page on a pc, and not on a mac. It does not matter. Did you go wake up the printer and the computer in the house? You need to do that and then try using the desktop installer again.

Customer: replied 7 months ago.
I'm in the house right next to the pc and printer have been all day and woke them both up they both work and print
Expert:  Joel Kalman replied 7 months ago.

Okay then. The installer should find the printer.

Customer: replied 7 months ago.
How it is sitting on my desktop so what do I do now?
Expert:  Joel Kalman replied 7 months ago.

Select the installer and Run it, like you did before.

Customer: replied 7 months ago.
Can you tell me how to download the installer I will start again
Expert:  Joel Kalman replied 7 months ago.

You said it was on your desktop. You had two of them. I don't know what happened. Something doesn't make sense about that. Anyway, it does not matter. It is probably better to start over anyway. If you do have an installer icon on your desktop, please delete it now.

You can start again by selecting this link:

http://www.dell.com/support/home/us/en/04/Drivers/DriversDetails?driverId=R222498

Customer: replied 7 months ago.
thats now done sitting on my desktop again
Expert:  Joel Kalman replied 7 months ago.

Now go to Apple > System preferences > Printers & Scanners. You should see an icon in the printer window for your Dell C1320 printer.

Customer: replied 7 months ago.
we are going round in circles - this is what we did before and sadly nothing is showing in there!
Expert:  Joel Kalman replied 7 months ago.

Okay. WE need to stop now. I do not know what went wrong.

If you had a printer icon, you would do the following:

Select the printer in the Printers list and click Open Print Queue
In the menu bar click the Printers menu. Here you will see Print Test Page.

Select that and go to the printer to see if it printed successfully.

Another time we can try a different remote connection method. Let me think about it and get some rest.

We can try again in a day or two.

Expert:  Joel Kalman replied 7 months ago.

You know, I think I just realized what might be the problem. I have done this many times with pc's, using a direct connect pc-printer as a print server, but I have never done it with macs, and certainly not with a pc and a mac. There really is no reason to assume that it would work, since their operating systems are not designed for interoperability. That must be it!

There is another way to give you the functionality that you want, but you are going to have to purchase another Ethernet cable like the blue cable that connects your home pc to your router. Go to a computer store, or you may be able to find one at a convenience store. Then come back online and we will get it working using TCP/IP, which is an interoperable universal network protocol that is independent of the computer operating systems.

Expert:  Joel Kalman replied 7 months ago.

Please acknowledge that you got the last message.

Customer: replied 7 months ago.
Thanks how sure are you that this will work as I can't spend another full day on this
Expert:  Joel Kalman replied 7 months ago.

I am 100% sure that it will work. However, it will require reconfiguring both computers and the printer. With the long delays between the US and the UK, it will not be quick. If you can get an Ethernet cable today or tomorrow, we can work on it over the weekend, when, hopefully, we will have more time. I have a lot of time invested in this too, and I have a stake in a successful outcome for bot of us.

Expert:  Joel Kalman replied 7 months ago.

... for both of us.

Customer: replied 7 months ago.
I can't afford the time so unless you can do it remotely as I paid for I'm spending no more time on it - if I had known you didn't have a Mac I wouldn't have continued - so there's a lesson
Expert:  Joel Kalman replied 7 months ago.

P.S. I have a network with a network printer being shared by both a mac and a pc, so I know that it will work.

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