T
TechnoSamBelpois
I'm doing tech support for a friend, I'm trying to help them fix their printer which suddenly went offline. They can still print from their iPhone, so I know the printer and network are in good shape.
Also, I am far away from them, so I was assisting over screen sharing. I don't think that should matter, but just want to be clear.
So here's the problem:
The printer appears to be connected. I can ping it from a terminal on the computer, so it seems like it's visible on the network just fine. But you can see there in the status that it says "Driver is unavailable". If I try to print something with Microsoft Word, it says that it can't connect to the printer. I have uninstalled and re-installed the drivers several times, through Windows and through HP, and I updated to the most recent version of Windows, but it still has the same problem every time.
The last time I fixed this problem for them, I had to manually add the printer, the network discovery feature wasn't working. However, this manual adding seems to have been removed.
The "Not finding what you're looking for?" button just takes me to a Microsoft support page for connecting Bluetooth devices, which is completely irrelevant.
This support page says there should be a "The printer that I want isn't listed" button, and that matches with my recollection from last time, but it's gone.
I'm concerned that these problems may be related.
Is there any additional steps I can take to try and restore connectivity to the printer?
Continue reading...
Also, I am far away from them, so I was assisting over screen sharing. I don't think that should matter, but just want to be clear.
So here's the problem:
The printer appears to be connected. I can ping it from a terminal on the computer, so it seems like it's visible on the network just fine. But you can see there in the status that it says "Driver is unavailable". If I try to print something with Microsoft Word, it says that it can't connect to the printer. I have uninstalled and re-installed the drivers several times, through Windows and through HP, and I updated to the most recent version of Windows, but it still has the same problem every time.
The last time I fixed this problem for them, I had to manually add the printer, the network discovery feature wasn't working. However, this manual adding seems to have been removed.
The "Not finding what you're looking for?" button just takes me to a Microsoft support page for connecting Bluetooth devices, which is completely irrelevant.
This support page says there should be a "The printer that I want isn't listed" button, and that matches with my recollection from last time, but it's gone.
I'm concerned that these problems may be related.
Is there any additional steps I can take to try and restore connectivity to the printer?
Continue reading...