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Can't Print After Upgrading Printer Driver

Posted on 2011-02-11
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Last Modified: 2012-05-11
We added a new printer to our 2003R2 print server. This apparently upgraded some driver files that are common to other printers. Now some XP users are having problems printing. When they try to print to these printers, they get error that they cannot connect or the printer is not found. If I try to simply try to readd the printer from the server share, I get the message "You do not have sufficient access to your computer to connect to the selected printer".

The solution so far seems to be to give the user local admin rights, delete all their printers, log off and back on as the user and manually add the printers (normally printers are deployed via logon script). Then remove the user account from the local admins.

There are no errors in the event logs during the time the print problem was happening. However on one users system, once I had completed the fix, I got the following entry in the event log:

Printer Driver HP DesignJet 750C+ (E/A0) by HP for Windows NT x86 Version-3 was added or updated. Files:- hpltdrv1.dll, hpltuint.dll, hpltdrv1.dll, HPGLRTL2.HLP, hpltui.dll, hpltumpd.dll, HPGLRTL3.HLP, HPGLRTL2.HPM, HPGLRTL4.HPM, HPGLRTL8.HPM, HPLTCAL4.DLL, HPLTLNK.EXE, HPLTCOL1.EXE, HPLTSAM1.SPL, HPLTSAM2.SPL.

So obviously, XP is trying to update the drivers, but is unable to. So I guess that is the question. What could be stopping the local print driver from upgrading from the server?
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Question by:Brian B
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Expert Comment

by:Davis McCarn
ID: 34878842
If that user has a print job stuck in it's que, the files will be in use so check that.

Also, if you use a STARTUP script, it will run with admin privileges before the user login.  Use STARTUP to add the printer to the machine then LOGIN for the user.
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Author Comment

by:Brian B
ID: 34888195
The login script is based on the user, since different users have different printers.

Should a user account still not be able to update the drivers?
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Expert Comment

by:Davis McCarn
ID: 34888875
You still need to check for print ques that are not empty; but, if they are Power Users and/or Local Admins, they ought to be able to install/update a printer.
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Author Comment

by:Brian B
ID: 34890161
Thanks for the respones. The issue has happened with several printers. I have tried resetting print queues and restarting the spooler service on both the server and the affected client with no change in behaviour.
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Expert Comment

by:Davis McCarn
ID: 34890994
I reread your first post and want to mention that that event is a listing of the files successfuly updated, not an error.
Are these printers, perchance, networked (meaning ethernet connected) and are they using DHCP or HP's busted network locator software?
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Author Comment

by:Brian B
ID: 34897764
No, they are networked and hosted off the server using TCP/IP ports.

As I mentioned, the message is what appeared once I gave the user local admin rights and the driver updated. From that I was hoping that someone would be able to identify if a certian file was the problem.

FWIW, HP doesn't seem to know what to do about the issue either. That's why I posted here.
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Expert Comment

by:Davis McCarn
ID: 34901186
Unless you explicitely went to the web admin page for the printer, it is, by default, using DHCP to get an IP address which gets seriously busted if the ip changes.  The HP software will, by default, try to find the printer at it's last known ip and get confused when it's not the printer.

I fix this by getting Netscan ( http://www.softperfect.com/products/networkscanner/ ), telling it to scan the ip range for the network, then right-clicking on the printers, choosing open as web page, and going ito the network settinigs and changing it to a fixed ip (i.e. 192.168.0.150, 151, etc).  Then I change all of the clients and the server to use that "Standard TCP/IP Port" after which, stability ensues.......
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Author Comment

by:Brian B
ID: 34902590
No, that's not the issue. The printers are on static IPs on non authenticated ports. They have been working for years up until we added the drivers for the new printer.
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Expert Comment

by:Davis McCarn
ID: 34906282
So the new printer works; but, old ones stopped?
If so, what are the models of both new and old?
(And, yup, it sounds like typical lack of testing)
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Author Comment

by:Brian B
ID: 34910358
New model is Laserjet Colour 4025. Old models that stopped working are laserjet 4250, designjet 750C, laserjet 5035. Maybe laserjet 8150 as well, but it was having issues before.
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Author Comment

by:Brian B
ID: 34919180
Tried talking to HP about this as well. Because the printers affected are out of warranty, HP is saying there isn't much they can do to help. They just suggested installing latest drivers, which is what started the problem. They also said try universal printer driver, but that has already caused us a lot of problems.
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Accepted Solution

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Davis McCarn earned 500 total points
ID: 34921852
I have yet to have the UPD work (on anything).  I tried checking, this morning; but, got a ton of panic calls and, still, have to pay the bills....
Did you try rolling back the drivers on the older printers?
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Author Comment

by:Brian B
ID: 34951149
I treid, but the other printer drivers are still showing the same version. That is what is making me think there is some sort of common file somewhere.
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Author Comment

by:Brian B
ID: 35125635
Updating windows patches seems to haved solved the problem in combo with the expert advice.
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