Printing error "We are no longer able to communicate"

Posted on 2011-02-21
Medium Priority
Last Modified: 2012-05-11
I am getting an error when printing to a shared printer on our network that says
We are no longer able to communicate with \\server\printer. Would you like to wait for the connection to be re-established, or would you like to exit this status monitoring session?
options Wait or Exit

i also had this reported on an HP but have not been able to reproduce it consistantly.

has anyone seen this message before?
Question by:ccsoitd1
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Expert Comment

ID: 34944214
first thing i check is the status the firewall - make sure it's disabled...

also you'll want to check the network cabling going to the print server... try jiggling it - to see if that changes the connection status on the switch/hub/router... what the printer server connected to - a switch, a hub or a router?

Author Comment

ID: 34944317
I know the printer is up and functioning because i can connect to the webpage and the status says online.

this message only comes up when you try to print anything to the printer.

one of the reasons i'm reluctant to believe that it happened with an HP is because i think it's that xerox status thing that pops up in the status try witht he orange arrows pointing both directions, cause when i exit that from the tray the message exits as well. but the only options i get on the tray icon is to exit so i'm not sure what i could check.

Expert Comment

ID: 34945848
can you duplicate this error every time just by right clicking on the printer within printers, selecting properties then clicking on 'print a test page'?....

if so, i would be think either the driver or the xerox print managing software is causing the problem...

what is the model of the printer? - are all the workstations on the same os?  what are the os(s)?...
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Author Comment

ID: 34947098
Yes i can reproduce it by printing a test page, It is a Xerox Docucolor 260, it's happening in XP and Windows 7

this problem is new, i changed the driver from it's specific driver to the xerox global print driver and this problem started but even when i switch it back the problem continues.

i do believe that it is a driver issue but what would i have to do to fix that because this printer isn't using the global driver anymore?

Expert Comment

ID: 34947353
sounds like something has significantly changed after the global print driver installation...

hmmm... ok... are you familiar with system restore points?


thats what i would try next - restore the pc to a point in time when it was using the specific driver...

is that an option at this point?...

Author Comment

ID: 34952142
Unfortunately the computer is a server so taking it offline for the time to do a restore isn't really feasable if it can be avoided.

are there any other possibilites that you can think of before i try that?

Expert Comment

ID: 34952421
you could try system file checker...

start, run, cmd <enter>
sfc /scannow


keep in mind however - that if sfc finds files which need to be replaced - it may require a reboot...

also keep in mind that you must have at the ready the installation media for that pc...

do you have the installation media? / can it be rebooted in your current production environment?

Accepted Solution

ccsoitd1 earned 0 total points
ID: 35072418
I compleatly forgot about this question. i did find the solution (or well the cause and a perminate workaround)

apparently the new xerox drivers have a configuration option called "Bi-directional support". this option uses SMTP to determine the status, type, jobs, and other informatino about the printer.

My guess is that the users getting this error message were timing out or were trying to request this information while the printer was busy.

i turned off this option because the status of the pritner is already monitored by the printer port and this was redundent.

i hope this helps someone else with this message.

also a side note if you read the first post fully, the reports i was getting from people with hp's... they had treid the print the document to the xerox and when it failed sent it to the HP. so HP had nothing to do with it.

Author Closing Comment

ID: 35120669
Solved myself

Expert Comment

ID: 35285983
Soultion worked for me. Thank you.

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