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Outlook 2010 "Connecting to printer"

Posted on 2011-09-29
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Medium Priority
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9,622 Views
Last Modified: 2012-05-12
Got a client using:

Windows 7 Pro (32bit)
Office 2010
Brother HL-5350DN printer
Printer are TCP/IP and installed locally to each PC, there is no print server.


The issue occurs in only Outlook.

When they send a print job to the HL-5350DN form Outlook a "Connecting to printer" dialog box pops up and shuts down the print preview page. They then do it again and get the same message, after a couple of minutes the page closes and the document prints.

They have another printer on site and if they set the 2nd printer as default and send the print job everything is fine.

I've updated the firmware on the printer and I've installed the latest drivers to the machines.

A couple of solutions I've found were:

1) Delete the "BRUtils" registry key
2) In "Programs and features" right click on office "Change" & "Repair"

Both of those stop the problem, I can reboot the PC's multiple times, I can shut down, pull power, boot up and everything is fine. However, the next day the problem has returned. I've trawled the net and see that an Office patch caused this problem in Office 2007 but cannot find a permanent  solution for this situation.
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Question by:diles
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14 Comments
 
LVL 66

Expert Comment

by:johnb6767
ID: 36815821
Probably will not help, but delete the OutlPrnt file in their %appdata%\Microsoft\Outlook folder......

"I've trawled the net and see that an Office patch caused this problem in Office 2007"

Do you have a reference on this?
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Author Comment

by:diles
ID: 36890995
Hi johnb6767

Thanks for teh reply.

Typically I can't find the article regarding the Office 2007 but I know MS brought out a Hotfix to resolve the issue.

I've done what you've suggested and the customer has reported that the problem has gone away, I'm not going to get too excited just yet as I've resolved this issue twice through different means and the problem has returned the next day.

Have to wait until Monday before we know if it's 100%.

Thanks again and I'll post the results ASAP.
0
 

Author Comment

by:diles
ID: 36902649
As before the fix worked up until the next day when the problem returned again.

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LVL 66

Expert Comment

by:johnb6767
ID: 36907661
Ok, was the machine left on, or rebooted? Logoff etc?

0
 

Author Comment

by:diles
ID: 36908568
Machines are left on overnight, but as I 've said in my original post, "I can shut down, pull power, boot up and everything is fine. However, the next day the problem has returned".

Going to be speaking with Brother today but I really don't think it's an issue with the printer, I might be worng but we'll see.
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LVL 66

Expert Comment

by:johnb6767
ID: 36914546
Any chance it is a Power Management setting on the NIC? Other than that, I am out of ideas. I would expect it to occur on a reboot more than anything....
0
 

Author Comment

by:diles
ID: 36915614
I think NIC setting is along shot as it's on 3 PC's. I believe it to be an issue with Outlook since running the "repair" over office rectfied the issue (if only for a night).

Just in case I'll be speaking with Brother today regarding the issue.
0
 
LVL 66

Expert Comment

by:johnb6767
ID: 36922178
What kind of Driver is it? PCL5/5e/6/Postscript?
0
 

Author Comment

by:diles
ID: 36941356
PLC. Brother advised that I load the lastest firmware & driver (soemthing I'd already done) and as I suspected the issue still persists.
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LVL 66

Expert Comment

by:johnb6767
ID: 36946446
""I can shut down, pull power, boot up and everything is fine. However, the next day the problem has returned""

This is what I have a hard time grasping...... I just cant figure out why overnight is the key factor..... I know we prolly visited this, but if left off OVERNIGHT.... Any improvement?
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Accepted Solution

by:
diles earned 0 total points
ID: 36947118
Brother now advise not to use their driver but HP Laserjet M5035MFP, this seems to work and I do recall having to do this some years ago for another Brother printer. Will post if its ok later today.
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Author Comment

by:diles
ID: 36947646
Well, the overnight result is positive! Thanks for your efforts johnb6767 though it was a real pain of an issue.
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Author Closing Comment

by:diles
ID: 36975276
Thi is the solution to the issue at hand.
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LVL 66

Expert Comment

by:johnb6767
ID: 36953187
Thanks for updating....  

FYI, most printers can go back as far as an HP LJ III.....
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