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My HP printer won't print
Hello, thank you for contacting Howly! I am here to help you today! May I know your first name, please?
*****
Nice to meet you, *****!
Is your printer wireless or wired?
Think it is wireless? it is a HP office jet 6960
Alright, however, is it connected to the computer with a USB cable, or is it wireless, or you are not sure, *****?
dont think connected Stew, the lead from the computer is a plug that goes into the wall.
No, I mean from printer to computer, does it have any cables?
dont think so
Alright, no worries
May I ask you, did you force restart your printer, *****?
dont think so swithched it off checked the pug then switched it back on sont know how to force restart...
No worries, may I ask you to:
- Shut down your printer, disconnect it from Wall for 1 minute
- Connect it back, turn it on
Ok doing that now
Sure, take your time, please
OK switched off and now back on.
Alright, thank you! May I ask you to print something?
I will try...
Sure, take your time, please
Just tried to print our communication page nothing???
What does it say? Any pop-up messages at the bottom right side?
nothing
Alright, let's check if printer is connected
Think the printer is on Scan not print cant change it...
*****, may I ask you to:
- Press at the same time the Windows key and the letter R
- So, Windows Key and the letter R at the same time
- A new box will pop up on your screen
- Type there - control printers
- And click OK
Done that got a new page up but dont know what to do now...
Alright, could you please describe to me what you see there?
lots of info???
Great, could you specify what it says when you entered 'the 'control printers' page?
HP Control Panel Features, How to manage a printer in W10, HP Printers - control panal features, control Paner, Howe to open and change Printers in W11/10
I'm sorry, you probably opened the webpage not the control panel
You have to press two buttons at the same time
Windows Key and letter R - it will bring you a pop-up box with the message
Then you have to type: control printers
And click OK
I will have another go.
Sure, no worries, take your time
great brought all my pictures golf up?
😁 Probably, you are on the wrong page, *****
It's not what we need, as walking through instruction, it should bring you all devices and printers connected to this computer
Let's try this way, may I ask you to press the Windows button and letter i at the same time, it should bring you Windows settings, could you try, please?
from the last time I have devices and printers
Alright, could you please click on 'devices and printers'?
done
Thank you! May I ask you to check if you see in that list the HP printer, *****?
yes that is the one that has a green tick.
Alright, when you click on the HP printer, at the bottom should appear message Status: connected or Offline
Could you please check it?
status off line
Alright, thank you!
May I ask you to take a look at the top of this box, *****, do you see there option 'Add printer' ?
yes
Great! May I ask you to click on it?
no printers listed to add to PC
Alright, *****, may I ask you to check, how many cables you have that go from the printer?
Printer only has one cable the power source
Alright, great! It means that the printer is wireless
*****, may I ask you, do you have a small screen on the printer? It might be the touchscreen.
yes
Great! Do you see there option 'Settings' ?
cant see settings even in apps it says would you like to updat printer apps on this printer???
Do you have option 'yes' ?
no but just thought our TV wifi change the wifi settings and dont think we change it on the printer? How do i change it?
Sure, so I'm guiding you on how to reconnect printer to the Network back
*****, what does it say on your printer's screen at the moment?
it says copy or control page tips
Alright, may I ask you to take a look at the top left corner of your printer's screen, do you have there tool icon or like circle icon?
circle icon
Alright, great! Now, you have to swipe with your finger from the top to the bottom and it should show you new options, like Print Apps/info/Update Print Apps
Could you check it, please?
yes it shows,printer name, IP address
forgot scheduled and info
Alright, may I ask you to press on the circle at the top left corner?
done
Greate! Do you have option 'Network Setup'?
yes
Thank you!
Then press on 'Wireless Settings', please
done
Thank you, then -> Wireless setup wizard, please
done
Alright, is it searching for Wi-fi?
I need to select a network nut also can enter new network name that I have now
Alright, do you see in this list your home Wi-Fi?
im have entered new info in and trying to connect now connected and now printing everything that was locked in the printer once done I will try and print something and let you know.
Great! Keep me updated
Yeah working, thank you so much for your help today Stew ****
You are welcome, *****! Thank you for your time
Is there anything else I can do for you today?
no I'm happy now I'm a career consultant and needed my printer this afternoon to print a client's CV off. Thanks again
Thank you for your time, stay safe and bye, *****
Please feel free to contact us at any time. We'll be happy to help you.
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