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Unable to print plain text or HTML messages from outlook 2003

Posted on 2010-04-09
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Last Modified: 2013-12-08
Hello,

I have a user who is running windows xp 64bit and has been unable to print messages in plain text and HTML from outlook 2003 to his local usb connected printer (HP OfficeJet 7680).  He is able to print all messages to the network printers without issue (HP Laserjet 8150's).  Originally I thought this was a problem with the printer so it was replaced with another HP printer we had in the office, however he had the same issues with that one.  We called out a service tech to look at both printers and both were determined to be in good working order.  The tech recommended wiping the pc, which I have done.  I reinstalled the OS and MS office 2003 and he is still unable to print.

When he tries to print HTML messages I can see the messages enter the print queue, then leave, then the printer aligns like it is going to grab paper it just never does.  When I try to print plain text messages, the printer gives a message that says printer not ready.

He is able to print from acrobat, word, excel and notepad to the local printer.  However I noticed he is not able to print from Internet explorer as well.  I tried printing from IE6-8 all with the same result.

I also saw a suggestion to turn off bi directional support on the printer port which I tried and that did not work.  I've also tried the printer in different usb ports on the machine to make sure that was not the problem.
Any help would be much appreciated.
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Question by:jjkllc
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LVL 7

Expert Comment

by:khashayar01
ID: 30211560
Very likely a driver issue, have you tried universal and 64bit drivers?
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Author Comment

by:jjkllc
ID: 30213886
I downloaded the universal print driver package for 64 bit machines (PCL 5) found here

http://h20000.www2.hp.com/bizsupport/TechSupport/SoftwareIndex.jsp?lang=en&cc=us&prodNameId=4157320&prodTypeId=18964&prodSeriesId=503548&swLang=8&taskId=135&swEnvOID=2030

The plain text emails printed but it was mostly random strings of characters with the message text surrounded, the HTML emails were all random character strings.

In that package there are about 10 ini files.  I tried all of them.
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LVL 7

Expert Comment

by:khashayar01
ID: 30214266
Try this driver

http://h10025.www1.hp.com/ewfrf/wc/softwareDownloadIndex?softwareitem=mp-47025-2&lc=en&dlc=en&cc=us&lang=en&os=1060&product=2512009

I have had many issues with printing and x64 versions of windows in that past, it just takes some playing around until you find the most suitable driver.
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Author Comment

by:jjkllc
ID: 30220533
It didn't print at all with this driver, the same issues I was having originally applied to this driver.  I'm going to try the universal post script drivers and get back to this.
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LVL 66

Expert Comment

by:johnb6767
ID: 30228694
Did you create a new profile for him in Outlook?
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Author Comment

by:jjkllc
ID: 30501876
Yes, when the machine was wiped a new profile was setup.
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Author Comment

by:jjkllc
ID: 30505711
I tried both the universal post script drivers and the universal PCL6 drivers, both just printed pages of random characters.
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Accepted Solution

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jjkllc earned 0 total points
ID: 31375777
We ended up just wiping his computer and installing windows xp 32 bit on it.  Printer is working fine with 32 bit windows.
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