Home network printer stopped working from one computer
I have an hp-1300 laser printer with an hp JETDIRECT 170X server connected to my home network. The printer driver in my Dell XPS 8300 (OS=Windows 7) is the hp Universal Printer Driver. DHCP from the internet modem supplies IP addresses.
The printer has stopped working. I get normal messages (pop-ups at bottom right of screen) that the job has been sent to the printer and feedback from the printer advising that the toner is low, but the job stalls in the queue with an Error – Printing message.
I can print normally to the hp 1300 from other computers on the home network which seems to validate that the printer is working correctly, and that the IP address remains unchanged. Restarting the printer and the 170X does not fix the problem.
Troubleshooting the device (right click the printer icon in Control Panel and “Troubleshoot”) produced nothing other than advice on advantages of sharing the device on HomeGroup. I uninstalled the driver device (right click the printer icon in Control Panel and “Remove Device”), and then re-installing the driver from a CD I had archived (same driver that stopped working). I took care to use the installation option “replace the driver”. The installation test page failed to print and the problem remained exactly as before, documents stall in the queue. I have done this several times to no avail.
Note: This problem occurred immediately after installing Windows 7 on a MacBook and connecting to the Home network. During that Windows 7 installation I joined the HomeGroup and allowed printer sharing. I am not certain what sharing options I had on the Dell at that time (but I suspect it was to share this printer), but I have since turned all printer sharing off on all Windows computers. This has no effect. I cannot see why this other Windows 7 installation could affect the XPS 8300’s ability to print, but I provide this coincidence in case it is relevant.
The printer has stopped working. I get normal messages (pop-ups at bottom right of screen) that the job has been sent to the printer and feedback from the printer advising that the toner is low, but the job stalls in the queue with an Error – Printing message.
I can print normally to the hp 1300 from other computers on the home network which seems to validate that the printer is working correctly, and that the IP address remains unchanged. Restarting the printer and the 170X does not fix the problem.
Troubleshooting the device (right click the printer icon in Control Panel and “Troubleshoot”) produced nothing other than advice on advantages of sharing the device on HomeGroup. I uninstalled the driver device (right click the printer icon in Control Panel and “Remove Device”), and then re-installing the driver from a CD I had archived (same driver that stopped working). I took care to use the installation option “replace the driver”. The installation test page failed to print and the problem remained exactly as before, documents stall in the queue. I have done this several times to no avail.
Note: This problem occurred immediately after installing Windows 7 on a MacBook and connecting to the Home network. During that Windows 7 installation I joined the HomeGroup and allowed printer sharing. I am not certain what sharing options I had on the Dell at that time (but I suspect it was to share this printer), but I have since turned all printer sharing off on all Windows computers. This has no effect. I cannot see why this other Windows 7 installation could affect the XPS 8300’s ability to print, but I provide this coincidence in case it is relevant.
Also give the HP170X a static IP address (as you do not want it to change).
I always installed the HP Standard Port Monitor on each machine, but I do not think it is strictly necessary.
.... Thinkpads_User
I always installed the HP Standard Port Monitor on each machine, but I do not think it is strictly necessary.
.... Thinkpads_User
Close all apps and then run this fixit.
http://support.microsoft.com/mats/printing_problems/
Reboot and check...upload results.
Ded9
http://support.microsoft.com/mats/printing_problems/
Reboot and check...upload results.
Ded9
ASKER
Thanks for responses. This is at the limits of my knowledge.
Ded9: I tried the Fixit tool plus ReBoot and it could not find any problem.
Thinkpads User: Good idea. I tried to set the TCP Configuration Type to “Manual” via the embedded web server (but left the IP address, Subnet mask etc unchanged). After clicking “Apply” and getting a message that the change was successfully applied, the TCP Configuration Type reverted to DHCP and the IP address grayed out again. I am not aware that there is any password set, nor did it prompt me (the enter password box is grayed out), nor have I ever configured a password. I will research the documentation some more to see if this is the problem.
Gajendra_Rathod: 1. To enable SNMP do you mean check the box labelled “Snmp: Modify the Set Community Name” and then to configure SNMP string do you mean enter any name I choose into the Community Name field?
2. In Windows 7 the Firewall advanced Overview informs me that the settings are managed by McAfee Personal Firewall. Does this mean that any changes should be made via the McAfee application?
I did check the Inbound Rules and double clicked the SNMP rule with the Private, Public profile and following Scope / Remote IP address, the “These IP addresses” was already selected and the box contained the entry “Local subnet”. I added the printer IP address.
There was no SNMP outbound rule.
Printing still failed (I tried rebooting also).
However I have not enabled SNMP yet (step 1. and step 3.)
Am I on the right track? Should I make changes to the Windows Firewall with McAfee supposedly in control?
A further observation. If I restart with a failed print job in the queue, it prints as Windows 7 shuts down, and if not finished, the remaining pages print as Windows 7 restarts. Does this give any further clues to this problem?
Ded9: I tried the Fixit tool plus ReBoot and it could not find any problem.
Thinkpads User: Good idea. I tried to set the TCP Configuration Type to “Manual” via the embedded web server (but left the IP address, Subnet mask etc unchanged). After clicking “Apply” and getting a message that the change was successfully applied, the TCP Configuration Type reverted to DHCP and the IP address grayed out again. I am not aware that there is any password set, nor did it prompt me (the enter password box is grayed out), nor have I ever configured a password. I will research the documentation some more to see if this is the problem.
Gajendra_Rathod: 1. To enable SNMP do you mean check the box labelled “Snmp: Modify the Set Community Name” and then to configure SNMP string do you mean enter any name I choose into the Community Name field?
2. In Windows 7 the Firewall advanced Overview informs me that the settings are managed by McAfee Personal Firewall. Does this mean that any changes should be made via the McAfee application?
I did check the Inbound Rules and double clicked the SNMP rule with the Private, Public profile and following Scope / Remote IP address, the “These IP addresses” was already selected and the box contained the entry “Local subnet”. I added the printer IP address.
There was no SNMP outbound rule.
Printing still failed (I tried rebooting also).
However I have not enabled SNMP yet (step 1. and step 3.)
Am I on the right track? Should I make changes to the Windows Firewall with McAfee supposedly in control?
A further observation. If I restart with a failed print job in the queue, it prints as Windows 7 shuts down, and if not finished, the remaining pages print as Windows 7 restarts. Does this give any further clues to this problem?
Here is an HP article to reset the HP 170X if you wish to try that.
http://h30499.www3.hp.com/t5/Print-Servers-Network-Storage/How-to-reset-HP-jetdirect-170X/td-p/720726
the remaining pages print as Windows 7 restarts. Does this give any further clues
Try removing the printer (Printer Window) and then removing the driver (Print Server Properties). Then restart and re-install the printer. That may help with this problem.
.... Thinkpads_User
http://h30499.www3.hp.com/t5/Print-Servers-Network-Storage/How-to-reset-HP-jetdirect-170X/td-p/720726
the remaining pages print as Windows 7 restarts. Does this give any further clues
Try removing the printer (Printer Window) and then removing the driver (Print Server Properties). Then restart and re-install the printer. That may help with this problem.
.... Thinkpads_User
Put the computer in clean boot mode and then try to print
Clean boot process
Start-type - msconfig- click on startup tab- click disable all...then click services tab- put a check on hide all microsoft services ...and then click disable all....click ok and then restart the computer in normal mode.
If everything works fine in clean boot then enable five startup items and services at a time to find the faulty software.
Ded9
Clean boot process
Start-type - msconfig- click on startup tab- click disable all...then click services tab- put a check on hide all microsoft services ...and then click disable all....click ok and then restart the computer in normal mode.
If everything works fine in clean boot then enable five startup items and services at a time to find the faulty software.
Ded9
Yes, configure SNMP string of your choose in Hp Jet direct and printer driver windows 7 machine.
ASKER
.... Thinkpads_User. I reset the 170X to factory defaults, but still cannot get the IP address to stick on manual, despite it saying that the change has been successfully applied each time I attempt it. Very odd.
I also discovered that I had never removed the old Driver, I only removed the printer thinking the driver was also removed. Thanks for pointing out the “Print Server Properties” tab. However uninstalling the Driver properly and re-installing made no difference.
Gajendra_Rathod: I modified the Set Community Name on the hp1300 printer and enabled SNMP in the Windows printer driver, with the same SNMP Community Name. Still does not print. However the print jobs now are queued with the status blank. The troubleshooter now thinks the printer is turned off. Also there seemed nowhere to enable SNMP on the printer, but with the ability to modify the Community Name provided (which I successfully used) I assume SNMP is always enabled.
Ded9: Thanks. I will try that after I complete investigating the first suggestion.
I also discovered that I had never removed the old Driver, I only removed the printer thinking the driver was also removed. Thanks for pointing out the “Print Server Properties” tab. However uninstalling the Driver properly and re-installing made no difference.
Gajendra_Rathod: I modified the Set Community Name on the hp1300 printer and enabled SNMP in the Windows printer driver, with the same SNMP Community Name. Still does not print. However the print jobs now are queued with the status blank. The troubleshooter now thinks the printer is turned off. Also there seemed nowhere to enable SNMP on the printer, but with the ability to modify the Community Name provided (which I successfully used) I assume SNMP is always enabled.
Ded9: Thanks. I will try that after I complete investigating the first suggestion.
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Gajendra_Rathod: I have checked the box entitled “SNMP Status Enabled” in Print Server Properties/Ports/Configure
When SNMP is disabled again (the default condition) the Error – Printing message still appears but the printer does not show as off-line. Still no printing.
I am assuming that SNMP is enabled in the 170X as it seems to take Community name changes OK.
Have I followed you procedure correctly? I have done several times, consistent result.
... Thinkpads_User: Interesting thought. While DHCP works and the IP address does not change I might leave a faulty 170X investigation until later: I can still print OK from 3 other network printers (suggesting the fault I am chasing would not be triggered by a 170X fault) and the network is fairly stable so IP address changes may not be a problem at present .
Ded9: I tried disabling all non-Microsoft Services, rebooted and it still does not print. I tried this several times.
I noted that a few non-Microsoft services would not disable: these are: McAfee Personal Firewall Service; McAfee McShield; McAfee Firewall Core Service and McAfee Validation Trust Protection. They have been there since the PC was new so I assume they are unlikely to be the cause.
Also, I did try to restore the system to a previous Restore Point but I could not find a date prior to the fault occurring that I could successfully restore to
When SNMP is disabled again (the default condition) the Error – Printing message still appears but the printer does not show as off-line. Still no printing.
I am assuming that SNMP is enabled in the 170X as it seems to take Community name changes OK.
Have I followed you procedure correctly? I have done several times, consistent result.
... Thinkpads_User: Interesting thought. While DHCP works and the IP address does not change I might leave a faulty 170X investigation until later: I can still print OK from 3 other network printers (suggesting the fault I am chasing would not be triggered by a 170X fault) and the network is fairly stable so IP address changes may not be a problem at present .
Ded9: I tried disabling all non-Microsoft Services, rebooted and it still does not print. I tried this several times.
I noted that a few non-Microsoft services would not disable: these are: McAfee Personal Firewall Service; McAfee McShield; McAfee Firewall Core Service and McAfee Validation Trust Protection. They have been there since the PC was new so I assume they are unlikely to be the cause.
Also, I did try to restore the system to a previous Restore Point but I could not find a date prior to the fault occurring that I could successfully restore to
First option
Please check and change the below registry value in windows 7 machine.
"HKEY_LOCAL_MACHINE\SYSTEM
Find the offending printer entry, then find the entry named.
PrinterOnLine
Second Option
Please change the driver to PCL5 0r PCL6. some time this issue is also related to universal drivers.
ASKER
Gajendra_Rathod : Thanks. Option 2: I changed the universal driver to PCL5 (it was v5.3). Still no printing.
Option 1: I have found the registry value you refer to, it is Type: REG_DWORD, Data 0x00000001 (1). What did you envisage I change that registry value to?
I also found after deleting the PCL 5 (v5.3) printer driver and installing the PCL 5 driver that this value was in a folder labelled …PCL 5 (v5.3) within "HKEY_LOCAL_MACHINE\SYSTEM
I note that in the MacBook running Windows 7, which has the PCL 5 (v5.3) universal driver installed, there is only a single registry value named (default) in "HKEY_LOCAL_MACHINE\SYSTEM\
(When uninstalling the v5.3 driver, I first removed the printer, then the driver (Print Server Properties/Drivers/Remove)
... Thinkpads_User
I acquired an hp JetDirect 300X server and tried it. Now I can configure the IP address manually. Thanks for diagnosing a faulty 170X. Strange fault, all else seems normal.
Just to be thorough, I repeated all previous tests on the printer driver in the Windows 7 machine and got same, no printing.
Option 1: I have found the registry value you refer to, it is Type: REG_DWORD, Data 0x00000001 (1). What did you envisage I change that registry value to?
I also found after deleting the PCL 5 (v5.3) printer driver and installing the PCL 5 driver that this value was in a folder labelled …PCL 5 (v5.3) within "HKEY_LOCAL_MACHINE\SYSTEM
I note that in the MacBook running Windows 7, which has the PCL 5 (v5.3) universal driver installed, there is only a single registry value named (default) in "HKEY_LOCAL_MACHINE\SYSTEM\
(When uninstalling the v5.3 driver, I first removed the printer, then the driver (Print Server Properties/Drivers/Remove)
... Thinkpads_User
I acquired an hp JetDirect 300X server and tried it. Now I can configure the IP address manually. Thanks for diagnosing a faulty 170X. Strange fault, all else seems normal.
Just to be thorough, I repeated all previous tests on the printer driver in the Windows 7 machine and got same, no printing.
Windows 7 has its own driver for an HP Laser Jet 1300. Now that you have a working print server on a static IP address, try the following (may be some duplication here).
1. Remove the printer from the Windows 7 machine with the problem.
2. Go to Printer Server Properties, Drivers Tab and remove the driver.
3. Restart the computer.
4. Go to Devices and Printers, Add a Printer, Local Connection, Next and note the Windows Update button beside Have Disk. Click on Windows Update and allow to complete. When it comes back, do NOT add any printer, but cancel out.
5. Restart the computer again.
6. Now add the HP 1300 using the Windows Driver. Add as a local printer but do NOT attempt to print the test page.
7. Plug the HP 1300 into the Print Server.
8. Go to Devices and Printers, right click on the HP 1300 for Properties. Go to the Ports Tab. Now add a new TCP/IP port and then connect the printer to that port.
9. Test by printing a test page.
.... Thinkpads_User
1. Remove the printer from the Windows 7 machine with the problem.
2. Go to Printer Server Properties, Drivers Tab and remove the driver.
3. Restart the computer.
4. Go to Devices and Printers, Add a Printer, Local Connection, Next and note the Windows Update button beside Have Disk. Click on Windows Update and allow to complete. When it comes back, do NOT add any printer, but cancel out.
5. Restart the computer again.
6. Now add the HP 1300 using the Windows Driver. Add as a local printer but do NOT attempt to print the test page.
7. Plug the HP 1300 into the Print Server.
8. Go to Devices and Printers, right click on the HP 1300 for Properties. Go to the Ports Tab. Now add a new TCP/IP port and then connect the printer to that port.
9. Test by printing a test page.
.... Thinkpads_User
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... Thinkpads_User
Thanks. Tried that procedure, still did not print. I will leave that driver in anyway (did appear to be same as the universal driver I downloaded from hp but I will stay with the known Windows 7 version)
Ded9
Uninstalled McAfee Security Centre and it then printed OK. Re-installed McAfee (it recommended removing a tool I used on an earlier problem called Malwarebytes so I did that) and it printed OK. I then updated MacAfee and rebooted and it still printed OK.
Good sleuthing. Seems that the MacAfee services that I could not disable using msconfig pointed the way.
My theory is that the latest MacAfee update, which I think occurred about the same time as I was installing the Windows 7 on the MacBook (giving a false suspicion on my part), clashed with Malwarebytes and interfered with my IP printing.
I will await any final comment before closing this.
Thank you all for your help.
Thanks. Tried that procedure, still did not print. I will leave that driver in anyway (did appear to be same as the universal driver I downloaded from hp but I will stay with the known Windows 7 version)
Ded9
Uninstalled McAfee Security Centre and it then printed OK. Re-installed McAfee (it recommended removing a tool I used on an earlier problem called Malwarebytes so I did that) and it printed OK. I then updated MacAfee and rebooted and it still printed OK.
Good sleuthing. Seems that the MacAfee services that I could not disable using msconfig pointed the way.
My theory is that the latest MacAfee update, which I think occurred about the same time as I was installing the Windows 7 on the MacBook (giving a false suspicion on my part), clashed with Malwarebytes and interfered with my IP printing.
I will await any final comment before closing this.
Thank you all for your help.
Glad to know your issue is fixed :)
Ded9
Ded9
ASKER
Thanks
ASKER
Thanks for the incisive sleuthing Ded9. I retract my earlier comment, Malwarebytes would not affect it if not running. Probably just one of those sequence of changes problems.
Thanks for diagnosing an additional unknown problem I had ... Thinkpads_User. I also now know how to set up ports on the Windows 7 drivers.
Thanks for diagnosing an additional unknown problem I had ... Thinkpads_User. I also now know how to set up ports on the Windows 7 drivers.
Thank you and I was happy to help alongside the others here. .... Thinkpads_User
2. In window 7, in firewall advance setting, check for SNMP IN and OUT rule
Double click, on Private and Public profile.
Go to Scope | Remote IP Address | Select These IP addresses
Add the printer IP address | Click OK
3. Configure the Same SNMP string in printer driver on windows 7 machine.