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My Pc is no longer connecting to my Printer
Hello and welcome to ExpertHelp.com! My name is Elixir Cada and I'm going to do everything in my power to answer your question to your full satisfaction!
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Hi Sandy,
May I know the exact brand/model of the printer that you are using?
You can send me a reply by entering your message in the box at the top then hit the send response button to send.
Hi Elixir,
I'm in the Uk and not very computer literate so please be patient with me
Ok Sandy.
May I know the exact brand/model of the printer that you are using?
It's an HP ENVY Photo 6230
Ok. When was the last time you were able to use the printer to your lenovo computer?
It was working fine - Connected wirelessly and suddenly stopped working about 6 days ago
I have been onto HP and they have tried helping me remotely by taking control of my screen but to no avail
Alright. I would like to do a remote session as well on your computer. Would that be alright with you?
Yes Please
Alright. Please hold on for a moment while I prepare my tool. I will send another message in a few minutes.
okay
Elixir, I don,t know if this will help but HP told me that some of the "Services" on my computer are shutting down when they should be "Running"
we will check that one later on. They might be referring to the print spooler service.
Yes, I think so
almost done. Hold on for 2-3 minutes.
Okay
alright. Please click the link below and downland/run the file. Click Yes if it ask you to join the session.
https://fastsupport.gotoassist.com/656413982
NOTES:
-called cx and connect to her computer
-tried to connect the printer to the computer. no go
-tried reinstalling the software driver of the printer. no go
-tried restarting the spooler service. no go
-tried using the usb cable of the printer. no go
-we noticed that sometimes that wifi disconnnects on the printer
-cx will buy a new usb cable and will reach back to us tomorrow once shes ready.
Hi Sandy,
Any update on this issue?
Hi Elixir,
Sorry it's taken so long to get back to you - I now have a new USB Printer Cable and am ready for further instructions
Hello! ANyone there?
Do I need to re-connect with gotoassist? I'll try it and see...
No I need a code key from you to do that, so I'll just wait to hear from you on here
I assume that these responses are monitored from your end? Or do i have to do something else to alert you to the fact that I'm here and ready to go with more troubleshooting?
Hi Sandy,
can you try to connect the new usb cord from the computer to your printer and see if you will getting same error message.
Hi elixir,
Yes will do - Hold on.
Connected and as far as I can see, no error message as yet
Hi Elixir, Sorry i'm so deaf - I've put my son on the line to you
I think we may have lost the line
Are you still here?
yes im here. we got disconnected on the phone.
Yes, could we continue on screen rather than on the phone as i am very deaf
alright. give me one moment while i prepare the remote tool. I will send you a message here in few minutes.
Okay Great and Thanks
By the way, still no error message as a result of connecting the new USB Cable - Sounds like progress
good. give me one moment.
I should also tell you that the Printer seems to be working fine, as I have printed to it from my other pc (upstairs) and it printed fine. So it does look as though the problem is in this particular lenovo PC?
ok. please click the link below and download/run the file. Click Yes if it will ask you to join the session.
https://fastsupport.gotoassist.com/251133913
Dear sandy, It was a pleasure helping you with your lenovo issue today. Here is a summary of the resolution.
Issue identified : computer not connecting to printer
Solution Implemented :
-called cx and connect to her computer
-tried to connect the printer to the computer. no go
-tried reinstalling the software driver of the printer. no go
-tried restarting the spooler service. no go
-tried using the usb cable of the printer. no go
-we noticed that sometimes that wifi disconnnects on the printer
-cx will buy a new usb cable and will reach back to us tomorrow once shes ready.
-cx bought a new usb cable and computer was able to detect the printer
-made the printer as a default printer in control panel and was able to print a document
-problem solved.
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