Hello, thank you for using Howly. I’ll be happy to help you out! May I ask your name?
Customer Reply
*****
Nice to meet you, *****!
What device do you want to print from?
What device do you want to print from?
Customer Reply
My printer indicates that it is in use, but will not print. HP Envy Photo 6255
I got it. Is it connected to your computer?
Customer Reply
By wifi. I can connect with usb as well
Are you trying to print document from your phone or computer?
Customer Reply
computer
Thank you, *****
What troubleshooting have you done so far?
What troubleshooting have you done so far?
Customer Reply
shut printer off, turned it back on
Have you tried to unplug it for 5 minutes?
Customer Reply
No
I take the computer with me daily. I've never had this issue before
I take the computer with me daily. I've never had this issue before
Turn the printer off. Disconnect the power cable from it for 5 minutes and then reconnect it. Turn it on. And try to print, *****
Customer Reply
done. will wait five minutes
Sure, take your time
Customer Reply
two more minutes
Ok, *****, I am here
Customer Reply
waiting for it to boot up
Got it
Customer Reply
Okay. There is a "?" to the left of the screen. Does that mean anything
What else do you see, *****?
Customer Reply
The normal icons- copy scan setup
Please try to print something now
Customer Reply
okay
I will wait here
Customer Reply
Nothing, says"unable to get print status"
Can hook up usb and try
Can hook up usb and try
Do you have the HP Smart app installed on your computer?
Customer Reply
problem is that I am not the administrator of the computer. I have to go through my work IT department to install anything
Understood
Is this your printer at work?
Is this your printer at work?
Customer Reply
Yes
Have you tried to contact your IT department before?
Customer Reply
Trying to avoid doing so. Only one Mac person
By the way, do you use Mac or Windows-based computer?
Understood, Mac
Understood, Mac
Customer Reply
yes
Please check the default printer in Mac settings:
To check if the printer is set as the default please do the following:
1. On your Mac, choose Apple menu > System Preferences, then click Printers & Scanners
2. Click the “Default printer” pop-up menu, then choose an option.
3. If you want the same printer to always be the default printer, choose that printer. The default printer doesn’t change even after you print to a different printer.
To check if the printer is set as the default please do the following:
1. On your Mac, choose Apple menu > System Preferences, then click Printers & Scanners
2. Click the “Default printer” pop-up menu, then choose an option.
3. If you want the same printer to always be the default printer, choose that printer. The default printer doesn’t change even after you print to a different printer.
Customer Reply
I have done that but will do again
Thank you, *****
Customer Reply
It keeps wanting to revert to a different printer. I keep switching and it says Idle, default. If I go back in it has switched to a cannon I occasionally use for big prints. How do I get rid of it
So, do you see Idle and Default under your HP printer?
Customer Reply
yes
Thank you, *****
Can you open the printer queue and check if there is anything?
Can you open the printer queue and check if there is anything?
Customer Reply
Not now. I got rid of it
So, there is no print queue, right?
Customer Reply
I hit open print queue and there was nothing
Thank you for checking, *****
Please try to reset your printer on Mac.
Resetting the printing system removes all printers and scanners from the printer queue and clears all print jobs and print settings from the system. To do this, please follow these steps: anywhere inside the Printers window, and then click Reset printing system. Click Reset or OK.
4. If prompted, type your username and password and then click OK. The printing system resets.
5. Turn off the printer, wait 5 seconds, and then turn it on the printer.
Please let me know once it's done.
Please try to reset your printer on Mac.
Resetting the printing system removes all printers and scanners from the printer queue and clears all print jobs and print settings from the system. To do this, please follow these steps: anywhere inside the Printers window, and then click Reset printing system. Click Reset or OK.
4. If prompted, type your username and password and then click OK. The printing system resets.
5. Turn off the printer, wait 5 seconds, and then turn it on the printer.
Please let me know once it's done.
Customer Reply
Confused. Control + Click
Just right-click anywhere inside the Printers window to open options menu
Customer Reply
Now I have a second HP 6200 that just say idle
I don't think that Mac has a right click
I don't think that Mac has a right click
Press and hold the Control key while you click an item.
Customer Reply
Keep trying. Hold the control key and hit what exactly
Just anywhere inside the Printers window
Customer Reply
just deleted the canon
Shall I shut down again
Shall I shut down again
Are you on the step 5?
Customer Reply
yes
Yes, just turn off the printer, wait 5 seconds, and then turn it on the printer.
Customer Reply
Just did
Then:
6. Wait until the printer is idle and silent.
7. In the Printers window on the Mac, click the Add button.
8. Select your printer from the list, and then click Add.
6. Wait until the printer is idle and silent.
7. In the Printers window on the Mac, click the Add button.
8. Select your printer from the list, and then click Add.
Customer Reply
waiting for it to boot up again
Ok, *****
Customer Reply
Okay. Go to system preferences, printers and select one
Yes, select your HP printer and add it again
Customer Reply
Use the + sign?
Now the window has three of the same printer
Now the window has three of the same printer
Yes, you need to click + icon
Select the printer you would like to add. In the Default tab, your Mac displays a list of discoverable printers on the network.
Choose the printer’s software or driver in the Use field. Choose HP Envy Photo 6255
Finally, click Add. The new printer will be added to the list of printers. You will be able to see this on the left-hand side of the Print & Scan window.
Select the printer you would like to add. In the Default tab, your Mac displays a list of discoverable printers on the network.
Choose the printer’s software or driver in the Use field. Choose HP Envy Photo 6255
Finally, click Add. The new printer will be added to the list of printers. You will be able to see this on the left-hand side of the Print & Scan window.
Customer Reply
forgive my ignorance. Where is the icon
No worries.
Customer Reply
It indicates that the 6200 series is my default
Can you send me a screenshot of what you see, please?
Customer Reply
Visitor uploaded: image.png
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Size: 5049500
it appears three times in the
Type: image/png
Size: 5049500
it appears three times in the
Agent uploaded: image.png
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Size: 114923
Please, click here.
Do you have the option for HP Envy Photo 6255?
Type: image/png
Size: 114923
Please, click here.
Do you have the option for HP Envy Photo 6255?
Customer Reply
yes
Please, select this printer to add it.
Customer Reply
it just appears as 6200 series, not 6255
Okay, got it, then it seems like you don't have to add it again.
Customer Reply
They all say idle
Okay, can you select the printer from the list and click on the minus icon, so we re-add it to your system?
Customer Reply
get rid of all of them? there is one of four left
Yes, let's try to disconnect the printer from the list.
Customer Reply
all gone!
Okay, good. The list is empty now, right?
Customer Reply
empty
Okay, click on the plus icon again.
Select the printer you would like to add. Choose the printer’s software or driver in the Use field. Choose HP Envy Photo 6255. Finally, click Add. The new printer will be added to the list of printers.
Select the printer you would like to add. Choose the printer’s software or driver in the Use field. Choose HP Envy Photo 6255. Finally, click Add. The new printer will be added to the list of printers.
Customer Reply
I hit the + and got a new window showing HP Envy Photo 6200 series
Okay, do you see the option to add this printer?
Customer Reply
I hit add and it is now my preference Idle, Lat Used
Can you send me a screenshot, please?
Customer Reply
Visitor uploaded: image.png
Type: image/png
Size: 4790686
Type: image/png
Size: 4790686
Close all applications.
On the Apple menu bar, click Go, click Applications and then click Utilities.
Double-click Disk Utility.
Highlight your hard drive/partition on the left.
Click Verify and then Repair Disk Permissions.
Restart the computer.
Let me know when you are done.
On the Apple menu bar, click Go, click Applications and then click Utilities.
Double-click Disk Utility.
Highlight your hard drive/partition on the left.
Click Verify and then Repair Disk Permissions.
Restart the computer.
Let me know when you are done.
Customer Reply
Apple menu bar? Apple icon? Don't know where to go exactly
Just a minute, let me explain a little bit better.
Customer Reply
thanks
Click on the Apple icon at the top-left corner.
Then a Go option should appear on the top bar.
Let me know if you see it.
Then a Go option should appear on the top bar.
Let me know if you see it.
Customer Reply
Hit the apple icon. do not see a go option
Visitor uploaded: image.png
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Size: 2095933
Printer is working. Thanks.
Visitor uploaded: image.png
Type: image/png
Size: 2095933
Printer is working. Thanks.
It is working fine now?
Customer Reply
Seems to be. Thank you for your patience
Do you have any additional questions I can help you with?
Customer Reply
No. thanks again.
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