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Pete
Pete, Engineer
Category: Electronics
Satisfied Customers: 24544
Experience:  Over 20 years of experience in the Electronics and IT industries.
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Printer MFC-J6935DW. Printing used to use the format eg

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Printer MFC-J6935DW. Printing used to use the format eg Adobe dialogue, then when hit "print" went to Brother dialogue with more options. Cannot make Brother dialogue appear any way I try, and cannot find it. Have deleted drivers and Brother interfaces and re-loaded. Still the same. Please call***********JA: What kind of computer or device are you printing from?
Customer: Windows 10 Laptop. Dell.
JA: How long has this been going on with your MFC-J6935DW?
Customer: last week
JA: When did you last update the Operating System (OS) on the computer or device you're printing from?
Customer: about the same time, auto update but it was a full next version Windows 10
JA: Anything else you want the Printer Expert to know before I connect you?
Customer: no. need to sort tonight.

Hi! My name is Pete. I am the expert who will be assisting you today.

 

Customer: replied 1 month ago.
I’ve left the office and now on mobile phone but need to get this sorted ASAP please
Customer: replied 1 month ago.
Still need to sort out. Using this app now

Are you connected to the printer with a USB cable, or a network cable, or wirelessly?

Can you attach a screenshot of what you are seeing, or would you prefer remote assistance?

Customer: replied 1 month ago.
It’s the same both ways. The wired connection is a vpn. I can do a remote assistance now

Ok, I have sent the remote assistance offer, please accept it to continue.

Pete and other Electronics Specialists are ready to help you

Are you at the computer now?

Please click on the link below to download a remote desktop assistance program so that I can remotely connect to your computer:

http://www.justanswer.com/remotedesktop/join.aspx?Session=38bcae57-60c3-4eb5-8e1d-3eb12f6df98b

 

When a new web page opens, click the green "I Agree" button, and run the downloaded file (named Elsinore.ScreenConnect.Client) by double-clicking it. Permit the connection if asked so that I can connect. We will then be able to chat as well.

Customer: replied 1 month ago.
yes

Ok, please download the secure remote connection link that I just posted and run it on the computer.

Customer: replied 1 month ago.
What happened. Disconnected
Customer: replied 1 month ago.
I didn't disconnect it. If I did it was an accident.