: HelpDesk-Now Customer, CDS at 11/02/05 11:00 [MessageID:15304-472552]
I can't get my printer to print on the network, I get a message that sys the print spooler service is not running

: Walter at 11/02/05 11:00 [MessageID:15304-472554]
Greetings at HelpDesk-Now service!

: Walter at 11/02/05 11:00 [MessageID:15304-472555]
I'm Walter and will be assisting you with this question.

: HelpDesk-Now Customer, CDS at 11/02/05 11:00 [MessageID:15304-472556]
good morning

: Walter at 11/02/05 11:01 [MessageID:15304-472557]
Please provide me with the exact error massage you receive, word by word.

: HelpDesk-Now Customer, CDS at 11/02/05 11:02 [MessageID:15304-472559]
windows cannot print due to a problem withthe current printer setup

: HelpDesk-Now Customer, CDS at 11/02/05 11:03 [MessageID:15304-472561]
I will be right back

: Walter at 11/02/05 11:03 [MessageID:15304-472562]
Please provide me with the exact model of your printer.

: HelpDesk-Now Customer, CDS at 11/02/05 13:17 [MessageID:15304-472652]
Sorry, it's a Canon Pixma iP5000

: Mike at 11/02/05 13:18 [MessageID:15304-472654]
Hello HelpDesk-Now Customer, CDS, I'm Mike and will be assisting you with this question.

: HelpDesk-Now Customer, CDS at 11/02/05 13:19 [MessageID:15304-472655]
Hi Mike, I'm sorry, I was called away before

: Mike at 11/02/05 13:20 [MessageID:15304-472657]
It's Ok,

: Mike at 11/02/05 13:23 [MessageID:15304-472664]
Please clarify is it a detached printer or it is connected to PC.

: HelpDesk-Now Customer, CDS at 11/02/05 13:24 [MessageID:15304-472670]
it is a network printer, it is not connected directly to this pc

: Mike at 11/02/05 13:26 [MessageID:15304-472673]
I would recommend having a TekRemote™ screen-sharing session. Do you agree?

: HelpDesk-Now Customer, CDS at 11/02/05 13:26 [MessageID:15304-472674]
yes

: Mike at 11/02/05 13:26 [MessageID:15304-472675]
I will send the request now.

: System at 11/02/05 13:26 [MessageID:15304-472677]
Your Expert has sent you a request to launch a ScreenSharing session. Please hold while the ScreenSharing window appears.This may take couple of minutes.

: System at 11/02/05 13:48 [MessageID:15304-472708]
[chatlog]
Viewer: I am in control now.
Viewer: Please restart your PC and come back to us.

: HelpDesk-Now Customer, CDS at 11/02/05 13:53 [MessageID:15304-472726]
I'm back

: Mike at 11/02/05 13:53 [MessageID:15304-472729]
I would recommend having a TekRemote™ screen-sharing session. Do you agree?

: HelpDesk-Now Customer, CDS at 11/02/05 13:54 [MessageID:15304-472731]
yes

: Mike at 11/02/05 13:54 [MessageID:15304-472733]
Thank you.

: System at 11/02/05 13:54 [MessageID:15304-472735]
Your Expert has sent you a request to launch a ScreenSharing session. Please hold while the ScreenSharing window appears.This may take couple of minutes.

: System at 11/02/05 14:03 [MessageID:15304-472743]
Your Expert has sent you a request to collect your system information. Please hold while the TekLink wizard appears.This may take several minutes.

: System at 11/02/05 14:05 [MessageID:15304-472747]
Your Expert has received the information on your system configuration. Please wait for a few minutes while it is being analyzed. Thank you for your patience.

: System at 11/02/05 14:06 [MessageID:15304-472752]
[chatlog]
Viewer: I can see your screen now.
Viewer: Please restart your computer and come back to us.

: HelpDesk-Now Customer, CDS at 11/02/05 14:09 [MessageID:15304-472753]
I'm back

: Mike at 11/02/05 14:10 [MessageID:15304-472754]
I would like to continue in Screen Share. Do you agree?

: HelpDesk-Now Customer, CDS at 11/02/05 14:10 [MessageID:15304-472755]
yes

: Mike at 11/02/05 14:11 [MessageID:15304-472756]
Thank you.

: System at 11/02/05 14:11 [MessageID:15304-472758]
Your Expert has sent you a request to launch a ScreenSharing session. Please hold while the ScreenSharing window appears.This may take couple of minutes.

: System at 11/02/05 15:02 [MessageID:15304-472771]
[chatlog]
Viewer: I am in control now.
Viewer: Please check if the initial problem still persists.
Viewer: Please tell me what is happening on your side.
Presenter: It's not printing
Viewer: Did you see any printer activity?
Presenter: none
Viewer: Do you have the paper in?
Presenter: yee, it prints from the desktop pc
Viewer: Did it print from the desktop PC before?
Presenter: yes
Viewer: Ok.
Viewer: Do you have any activity on your printer?
Presenter: no
Viewer: Please check that your printer is ON.
Presenter: it is
Viewer: Please turn OFF your printer.
Presenter: it is off
Viewer: Please turn it ON nwo.
Viewer: now
Presenter: itis on
Viewer: How do you connect to your printer?
Presenter: through the network
Viewer: Please specify witch one.
Presenter: i don't know for sure
Viewer: Do you use Wireless Connection or Local Area Connection to connect to the printer?
Presenter: local area, the wireless is off
Viewer: Please connect to us from the PC to which your pronter is connected.
Presenter: ok
Viewer: I apologize, pronter = printer

: HelpDesk-Now Customer, CDS at 11/02/05 15:02 [MessageID:15304-472774]
I'm on my desktop pc

: Mike at 11/02/05 15:03 [MessageID:15304-472776]
To find out more about what is causing this problem I suggest initiating a TekRemote™ screen-sharing session. Is that fine with you?

: HelpDesk-Now Customer, CDS at 11/02/05 15:03 [MessageID:15304-472777]
yes

: Mike at 11/02/05 15:04 [MessageID:15304-472778]
Thank you.

: System at 11/02/05 15:04 [MessageID:15304-472780]
Your Expert has sent you a request to launch a ScreenSharing session. Please hold while the ScreenSharing window appears.This may take couple of minutes.

: System at 11/02/05 15:19 [MessageID:15304-472804]
[chatlog]
Viewer: I am in control now.
Viewer: Is it printing now?
Presenter: yes it is done
Viewer: Which of these connections do you use to connect to your laptop?
Presenter: brighthouse i think
Viewer: Please restart this PC and connect to our site from your laptop.
Presenter: ok

: HelpDesk-Now Customer, CDS at 11/02/05 15:20 [MessageID:15304-472805]
here I am

: Mike at 11/02/05 15:21 [MessageID:15304-472807]
Is your desktop PC restarted?

: HelpDesk-Now Customer, CDS at 11/02/05 15:21 [MessageID:15304-472808]
yes

: Mike at 11/02/05 15:22 [MessageID:15304-472810]
I would like to have screen-sharing session on your laptop. Do you agree?

: HelpDesk-Now Customer, CDS at 11/02/05 15:22 [MessageID:15304-472811]
yrs

: Mike at 11/02/05 15:22 [MessageID:15304-472812]
Thank you.

: System at 11/02/05 15:22 [MessageID:15304-472814]
Your Expert has sent you a request to launch a ScreenSharing session. Please hold while the ScreenSharing window appears.This may take couple of minutes.

: HelpDesk-Now Customer, CDS at 11/02/05 15:29 [MessageID:15304-472820]
I'm here

: Mike at 11/02/05 15:30 [MessageID:15304-472822]
I will send the request now.

: System at 11/02/05 15:30 [MessageID:15304-472824]
Your Expert has sent you a request to launch a ScreenSharing session. Please hold while the ScreenSharing window appears.This may take couple of minutes.

: System at 11/02/05 15:39 [MessageID:15304-472827]
[chatlog]
Viewer: I am in control now.
Viewer: Please logon to our site from your desktop PC without breaking the sceen-sharing on this one.
Presenter: ok
Viewer: Is it printing now?
Presenter: yes
Presenter: I think you have it, thank you
Viewer: Please check if the initial problem still persists.
Presenter: it is working
Viewer: I will end the session now.
Presenter: thank you

: System at 11/02/05 15:39 [MessageID:15304-472828]
[chatlog]
Viewer: I am in control now.

: Mike at 11/02/05 15:40 [MessageID:15304-472830]
You are always welcome.

: System at 11/02/05 15:40 [MessageID:15304-472831]
(Closing Call by User) Was question answered? 1 - Yes