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Richard
Richard, Engineer
Category: Electronics
Satisfied Customers: 75550
Experience:  Electronics Engineer
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I have a CanonMX925 printer.....I was away and I think my

Customer Question

Hi there,
JA: Hello. How can I help?
Customer: I have a CanonMX925 printer.....I was away and I think my grandkids fiddled with it So it says on my Mac book pro that the printer is not connected can you help me
JA: How are you connecting to your printer: wirelessly or by USB?
Customer: Wirelessly
JA: When did you last update the printer driver software?
Customer: I haven't .....dont know what that is
JA: Anything else you want the Printer Expert to know before I connect you?
Customer: That I have not got great eyesight so slow
Submitted: 17 days ago.
Category: Electronics
Expert:  Richard replied 17 days ago.

Thank you for your question, my name is ***** ***** I look forward to assisting you.

I’m sorry to hear you're having trouble with your printer. I know that can be frustrating. Hopefully, we can get this resolved quickly.

Can you please remove the power to the printer (so unplug it from the power socket) as well as your wifi router and power off your computer.

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

Let me know the results please

Customer: replied 17 days ago.
I have switched off and now back on again
Customer: replied 17 days ago.
I have tried to print but still says the printer is off line
I need to talk to someone
Customer: replied 17 days ago.
Are you still there?
Customer: replied 17 days ago.
Ok …
Expert:  Richard replied 17 days ago.

Did you also remove power to the wifi router and printer as requested?

Customer: replied 17 days ago.
I did
Customer: replied 17 days ago.
It says printer not connected
Customer: replied 17 days ago.
Are you still there?
Expert:  Richard replied 17 days ago.

Click on the apple logo top left then system preferences.

Then click on printers, click your printer then the - at the bottom to remove it.

Restart the Mac, go back to printers, click the +.

Then click the printer when it shows and allow it to install.

Then try to use it

Let me know how you go please

Thank you

Customer: replied 17 days ago.
I have got to the system Preferences and clicked the -
Do I then click Delete Printer ?
Expert:  Richard replied 17 days ago.

That will delete the printer

Customer: replied 17 days ago.
Do I press the delete Printer
Expert:  Richard replied 17 days ago.

yes and delete it please

Customer: replied 17 days ago.
I think it is in the middle of a print
Customer: replied 17 days ago.
I don’t mind losing it
Customer: replied 17 days ago.
Restart the Mac ?
Was I meant to switch it off?
Customer: replied 17 days ago.
I have switched Mac off and now I will restart
Expert:  Richard replied 17 days ago.

yes please

Customer: replied 17 days ago.
it has come up with a box where I presume I fill in the name of my printer?? It is on Default
Expert:  Richard replied 17 days ago.

You added the printer again to your Mac as per my instructions?

Customer: replied 17 days ago.
There is an icon with IP and one that says Windows
I cannot see the name of my printer
This came up when I pressed +
Customer: replied 17 days ago.
What is an IP address
Customer: replied 17 days ago.
I enter the name of my printer but I am not sure where
Expert:  Richard replied 17 days ago.

It looks like it is not connected to the wifi network

Can you please follow the steps here to connect the printer to the wifi network

https://www.canon-europe.com/support/consumer_products/pixma_printer_wireless_connection_setup/pixma_mx925_printer_wireless_connection_setup/

Once done, then try to add it again as per my instructions please

Customer: replied 17 days ago.
Hi there
So I have got it connected to the WiFi
When I try to use it, it says the location is not recognised
Customer: replied 17 days ago.
When it asks for location, is that the Wireless key ?
Expert:  Richard replied 17 days ago.

What is the exact wording of the message please?

Customer: replied 17 days ago.
I tried to print a doc
And it says
Printing- Unable to locate printer “ 1, Coltfield Mains, Alves, Elgin “ this is my address
Customer: replied 17 days ago.
I need to do what?
Expert:  Richard replied 17 days ago.

Which device are you printing on?

Customer: replied 17 days ago.
I am printing on the Canon MX 925 from a Apple Mac book Pro
I think I typed in my address when it need the WiFi key
How do I correct this ?
Expert:  Richard replied 17 days ago.

Run the installation again please

Customer: replied 17 days ago.
I have to go to a meeting now
How can I contact you late
Customer: replied 17 days ago.
I will do but
What is that ?
Switching everything off or what
Expert:  Richard replied 17 days ago.

You can message me here now as you just did.

Customer: replied 17 days ago.
Ok please explain what ‘ run the installation ‘ means
Expert:  Richard replied 17 days ago.

The instructions I gave you, that you said you did not do correctly. Repeated below

Can you please follow the steps here to connect the printer to the wifi network

https://www.canon-europe.com/support/consumer_products/pixma_printer_wireless_connection_setup/pixma_mx925_printer_wireless_connection_setup/

Customer: replied 17 days ago.
I did that connection ok
This is on the computer that I fed in my address
I will try again later ….
Expert:  Richard replied 17 days ago.

Thank you