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Richard
Richard, Engineer
Category: Printers
Satisfied Customers: 65642
Experience:  15 years consulting in the IT industry with Printing engineering
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The Printer is shown as Disconnected on the Computer, HP

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The Printer is shown as Disconnected on the Computer
JA: What's the brand and model of your printer?
Customer: HP ENVY 5540
JA: How long has this been going on with your printer?
Customer: Since I tried to download a new driver for Windows 10. Before it would print but only in Black & White
JA: Anything else you want the Printer Expert to know before I connect you?
Customer: Just how to reconnect the two.

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.

Please note, a rating is only needed when we are finished.

Can you please remove the power to the printer (so unplug it from the power socket).

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

Let me know the results please

Customer: replied 6 months ago.
Richerd,
JA: Where is this? It matters because laws vary by location.
Customer: Richard, I did as you said, turned the Printer off for 10 minutes and back on & it is still Offline
JA: What steps have you taken so far?
Customer: Your Technical ASSISTANT Richard TOLD ME TO TURN THE pRINTER OFF FO0R 10 MINUTES, THEN BACK ON & LET HIM NO THE RESULT - IT IS STILL oFFLINE
JA: Anything else you want the Lawyer to know before I connect you?
Customer: I didn't want a Lawyer; I wanted Richard Technical Expert
Detail Required: HIGH

How did you go with the instructions I gave you?

Customer: replied 6 months ago.
It stayed the same

Is it connecting to the computer via wireless or a USB cable?

Customer: replied 6 months ago.
Wireless

I want to do a system restore please which does not touch your files but returns the drivers before the issue

To do this, close all programs.

Press the windows key (the one to the left of the left ALT key) + R and type in the run box that opens

rstrui

Press enter

Then follow the onscreen steps to choose a system restore and choose a date before this problem occurred.

Let it complete, it can take up to an hour, but it will complete or error if it fails.

Once it has completed, tell me if it now functions correctly please

Customer: replied 6 months ago.
I have already done at least three System Restores to no avail. Do I need to do another?

Do the restores fail?

Customer: replied 6 months ago.
No but the Printer stays Off line

Can you please get the disk for the printer and run the installation again.

During this you will again connect it to the network, once done, tell me if it now prints please.

Customer: replied 6 months ago.
I don’t have a disc for the Printer, it was talking with the Computer before I tried loading the new driver from HP & mucked it up. Before it was only black & white
Customer: replied 6 months ago.
Downloaded but what do I do with it.

Run the file you download by double-clicking it then follow the onscreen instructions please.

Richard and 3 other Printers Specialists are ready to help you
Customer: replied 6 months ago.
Ian double clicking in the browser but nothing happens