Outlook prints garbled header

Posted on 2008-11-20
Medium Priority
Last Modified: 2012-08-14
I have a user who is experiencing a unique problem (in so far as he's the only one).  He has a brand new laptop, clean build XP Pro SP2, IE7 and Office 2003.

The issue is that when he tries to print an email to an HP LaserJet printer, the email comes out with the header garbled - a mix of symbols - but the message is sometimes affected, sometimes not.

This is not just happening on the users profile, it is also happening in the admin profile.  We have tried deleting the printer, updating & reinstalling the printer all to no avail.  Also applied all current updates via Microsoft Update.  

I am aware of a hotfix from Microsoft http://support.microsoft.com/default.aspx/kb/931657 but it doesn't exactly describe the problem we're having so I'm being a bit cautious about applying it.

Any thoughts welcome as it's frustrating the user.
Question by:dchoxford
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LVL 20

Assisted Solution

edster9999 earned 200 total points
ID: 23033307
What driver are you using and what model of printer do you have ?

The older HP lasers normally have 2 or 3 print drivers.  one for Postscript (PS) and one or two for PCL.

I'm taking a guess you picked the PS one.  Example if you have a HP 4500 you have picked HP_LASERJET_4500PS  (or something like that)
reinstall it as HP_LASERJET_4500PCL or PCL5
and try printing again.


Author Comment

ID: 23033349
Hi edster,
Actually we installed the PCL5 driver, downloaded direct from HP's website.  It's a LaserJet 4200.  I forgot to mention that the printer is local to a desktop and is shared so the laptop can print to it.  The desktop has no problems at all, it's only the laptop that has the outlook issue.  

I still find this weird as they are both on the same OS (XP Pro SP2) and I would expect the drivers from the desktop to copy over to the laptop when we did the initial install.  Since then we have deleted the printer and manually specified the drivers we downloaded in an attempt to force an update.

The laptop has IE7 installed, whereas the desktop, I think, only has IE6.  There is some talk about an error caused by IE7, but it is more like a missing header rather than scrambled text.
LVL 20

Expert Comment

ID: 23037232
can you scan it and attach it so we can see the corruption.
remember to tipex over email addresses or server names or peoples names if you can see them to keep it private.

Accepted Solution

dchoxford earned 0 total points
ID: 23050074
We have given up for now.  User has just had a new multi-function network device installed (intention of replacing existing laser printer) and this prints fine, so we're going to leave it for now.

edster - thanks for suggestions

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