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nathan_mills
nathan_mills, Technician
Category: Printers
Satisfied Customers: 595
Experience:  Efficient Technician with more than 30 years of Experience.
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Why does my printer keep saying offline and how do I get it

Resolved Question:

why does my printer keep saying offline and how do I get it back
Submitted: 4 months ago.
Category: Printers
Expert:  nathan_mills replied 4 months ago.

Hi Shelagh. Welcome to justanswer.

Are you using Windows computer? If yes, then go to Control Panel. Then click Devices and Printers. Do you see your printer listed there?

Customer: replied 4 months ago.
I am using windows and yes I can see my printer
Expert:  nathan_mills replied 4 months ago.

Right click the printer, and click See What's Printing. A window will get opened

Expert:  nathan_mills replied 4 months ago.

Then click Printer on that window and then un-check USE PRINTER OFFLINE

Customer: replied 4 months ago.
that has already been done and still nothing
Expert:  nathan_mills replied 4 months ago.

Is your printer's wifi led glowing?

Customer: replied 4 months ago.
sorry I dont understand not very technical I went through the network check and the printout said pass
Expert:  nathan_mills replied 4 months ago.

Set the printer's network connection once again.

Customer: replied 4 months ago.
done that and the printout say pass on all counts
Expert:  nathan_mills replied 4 months ago.

Can you choose Secure Remote Assistance so that I can check the matter myself

Customer: replied 4 months ago.
printer still says offline
Customer: replied 4 months ago.
Google cloud print says disable will that make a difference
Expert:  nathan_mills replied 4 months ago.

No. Do this first.

Select WIFI SETUP from the LCD homescreen, and then press ok.

Now scroll down the list and If you see Enable wifi then select it and press ok

Customer: replied 4 months ago.
the is not an enable wifi there is a disable wifi or direct wi-fi set up, wi-fi auto connect not pressed anything
Expert:  nathan_mills replied 4 months ago.

Go to Wifi Setup Wizard

Customer: replied 4 months ago.
done
Expert:  nathan_mills replied 4 months ago.

Do you see your Home network listed there? If yes then press ok and enter the password

Customer: replied 4 months ago.
have already done that twice !
Expert:  nathan_mills replied 4 months ago.

Turn off the printer and then again check

Customer: replied 4 months ago.
printer still off line
Expert:  nathan_mills replied 4 months ago.

Is your printer connected to the same network?

Remove the printer from your computer and then again install it

nathan_mills, Technician
Category: Printers
Satisfied Customers: 595
Experience: Efficient Technician with more than 30 years of Experience.
nathan_mills and 3 other Printers Specialists are ready to help you
Customer: replied 4 months ago.
I am on Virgin have changed my mind you will have to take over with remote assistance as this is doing my head in
Expert:  nathan_mills replied 4 months ago.

Once you click this link below
(CLICK HERE)
A file will automatically get downloaded. Check your download section, a file named ELSINORE.SCREENCONNECT will be present. Just open that file so that I can connect to your computer.

Expert:  nathan_mills replied 4 months ago.

Is the problem resolved now?

Customer: replied 4 months ago.
Hi Nathan, what ever you did it worked!! many thanks Shelagh
Expert:  nathan_mills replied 4 months ago.

That's great Shelagh. Have a wonderful evening.

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