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Richard, Software Engineer
Category: Microsoft
Satisfied Customers: 44527
Experience:  Over 15 year experience resolving Microsoft Office Issues
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Since downloading windows 10 I have been unable to use my HP

This answer was rated:

Since downloading windows 10 I have been unable to use my HP Photosmart 7510 printer. Hewlet Packard said I should contact Microsoft
Thank you for your question, my name is ***** ***** I look forward to assisting you.
Please note, click on Reply to Expert to reply to me, a rating is only needed when we are finished.
If you go to Devices and Printers on the computer, do you still see the printer listed there?
Customer: replied 2 years ago.

on the new start up panel there is a small window with printer and on this the printer is listed

Thank you
the printer is still installed.
What happens exactly when you try to print to it?
I can see you are a first time user to the site. What we do here is either a question and answer type of conversation or remote support where I would actually connect to the computer and have a look and attempt to fix the problem for you.
Remote support can save a lot of time if you are not comfortable performing repairs yourself. Sometimes even with instructions you can make a mistake and make things worse.
I will send an offer through for remote support and should you accept I will connect and see what is going on and fix the issue. Otherwise we can continue to talk like this but I will need to ask a number of other questions and try and walk you through some steps.
Both options are 100% guaranteed by the way. Remote is just quicker and avoids the risk of you making a mistake and doing something wrong.
If you want remote click get extra help. If not simply reply to me.
Richard and 2 other Microsoft Specialists are ready to help you
Thank you
Can you go to
Click on Download for Free
Download and install the program and give me the ID and Password ***** please so I can connect
Do not close the program but leave it open else I will not be able to connect
Thank you
Customer: replied 2 years ago.

Have downloaded as above

My identity number I presume is the one given to me when I paid which is 15540042-247

I pressed the save button when I downloaded as that was the only choice or run.

I also need the password *****
The ID and the Password ***** I can connect and fix this for you
Customer: replied 2 years ago.

sorry I don't know what Id and password ***** are referring to

when you run the program, as per my instructions it will give you an ID and Password ***** you give to me.
Customer: replied 2 years ago.

The Id is 348 708 384

Passwoed is 7195

Customer: replied 2 years ago.

Have put power plug back into router and it is blinking away merrily

ok, now restart the computer and tell me if it now prints please
Customer: replied 2 years ago.

nothing is printing off (I presume you are sending it from your end)

No, I need you please to restart the computer
Then try to print please.
Customer: replied 2 years ago.

OK, sorry

its ok!
Let me know the results please
Customer: replied 2 years ago.

still not printing

ok, can i connect to your computer again please.
Run Teamviewer and give me the password.
Customer: replied 2 years ago.