Windows 7 Printing Woes Follow

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not even sure where to start with this problem, so please bear with me

We have as a company, 6 x Tec B-SX4 label printers using IP and the Seagul License Server. The problem I have is only with one user.

All printer locations are spread around the UK at different distribution centers with the License Server centrally position at our Head office. We have around 20 users with Bartender installed and the permissions to use it - of these 20, 19 work perfectly.
The one that doesn't is driving me mad

She is using Windows 7 Pro (32 bit) fully patched
Bartender (version 9.4.SR3
Tec B-SX4 (version 7.1.4) printer drivers

We are using
Seagull License Server (version 9.4.SR3)


The problem is

She starts work at 06:30 and before anyone else is in, she prints Labels off no problem
As soon as the others arrive, she is unable to print - the print job either just sits in her print que or the printer shows as offline. if you power cycle the printer, the printer comes back online and her jobs print.
We have changed her computer to a brand new one, her network has been tested ok and the fact that she can print first thing inthe morning shows there is no issue in that department. Even when the printer is showing offline, I can still ping the printer even from her computer.

If anyone has any ideas as to where to start looking or if you have been unlucky enough to have had this problem, I would be very grateful for any pointers

Regards

Andy

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Ian Cummings
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The printer driver version she is using is pretty old and has some known issues. Have her download the latest version (v7.3) from our website and use the DriverWizard to first fully remove, reboot, and then install from scratch the new printer driver.

http://www.seagullscientific.com/aspx/free-windows-printer-drivers-download.aspx

I do recommend that she upgrades, even if the following fixes it, but a quick thing to try is open up the properties of the driver, select the "Tools" tab and click on the "Status Monitoring" button. From the status monitor dialog that opens, choose the option to disable it.
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Hi Ian

Thanks for the information - I have now updated her driver as per your suggestion and also followed your other idea but to no avail. we are still having the same problem - any more ideas i can try, I would be eternally grateful as this problem is now starting to really make my life hard work (from the user)

Regards

Andy
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Ian Cummings
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How is the printer connected physically? Is it connected directly to the network, or via a print server box, or is it connected via something like USB to a PC directly and shared to the network? It sounds like some other computer on the network is sending data to the printer in some way that ends up hobbling it. If on the network, you could run an IP packet sniffer to discover what that computer/application might be; we would use the likes of Wireshark to do this.

Try changing the port (IP address if connected by network) as a test and only have your user print to it. If all goes well with it, then certainly that would indicate some other computer as being the cause of the problem. Some detective work through process of elimination will be required.
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[quote name='Ian C - Seagull Support' timestamp='1337018554' post='2406']
How is the printer connected physically? Is it connected directly to the network, or via a print server box, or is it connected via something like USB to a PC directly and shared to the network? It sounds like some other computer on the network is sending data to the printer in some way that ends up hobbling it. If on the network, you could run an IP packet sniffer to discover what that computer/application might be; we would use the likes of Wireshark to do this.

Try changing the port (IP address if connected by network) as a test and only have your user print to it. If all goes well with it, then certainly that would indicate some other computer as being the cause of the problem. Some detective work through process of elimination will be required.
[/quote]

Hi Ian

The printer is connected to the network via IP address - it is patched straight into a managed switch - the same as all the other TEC printers within our company.

The way we have thedse setup is as follows

We have a Windows 2003 Server at Head Office (lancashire) running the Seagull Liscense Server - we have a 100MB leased line out of Head Office
On this server I have setup all the Label Printers as printers in Print Server Manager, asigned by thier IP Address

We then have printers in 5 other locations around the country, all conected on the same domain or our sister domain (domians are fully trusted)
All 5 five locations have 3 peopel each with the Bartender Software installed.
We use a program called Universe and Masteroffice to get the information from our database, which is then fed to a Bartender Template (location dependant - each template is designed with the relevant printer information, for example, our Wales Office, the template is designed with the information for the Wales Label Printer, thus ensuring that any labels printed by a Wales Operative comes out on the Wales Label Printer), this template then prints to the correct Label Printer and hey presto, it works.

The problem is that we have one lady out of 3 at our Tewkesbury Office that cannot print once any of the other Tewkesbury operatives have printed a label. her new computer is an exact copy, i.e. OS, patching and versions to that of the other 2 operatives in the same office. She is connected to the printer locally by IP Address as per everyone else and we have even re-created her Active Directory Profile thinkning that she may have been corupted. The Seagul Liscence Server shows her connection everytime she goes to print but once another Tewkesbury operative has printed, hers will not work - the printer either shows Offline or the print job just sits there in her local que, a power recycle of the label printer fixes this issues about 60% of the time.

I cannot see how any other computer is taking control of the label printer, thus stopping her - but if you could guide me a litttle on whta to look for, I would be happy to investigate further

Thank You in advance for your time and effort you have already put into this issues

Regards

Andy
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Ian Cummings
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1. It is not clear to me whether the users are printing via the printer driver installed on the server, and thus a server/client driver setup, or whether they have made a local install of the driver on the user's PC and specified the UNC path of the shared driver on the print server, or the direct IP address of the printer. Could you clarify?

2. On the print server driver, has the status monitoring been disabled?

3. On the user's computer, has the status monitoring been disabled in the driver?

4. Is the installation of the driver on all of the client computers really consistently installed in one of the ways described in item 1?
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[quote name='Ian C - Seagull Support' timestamp='1337594522' post='2474']
1. It is not clear to me whether the users are printing via the printer driver installed on the server, and thus a server/client driver setup, or whether they have made a local install of the driver on the user's PC and specified the UNC path of the shared driver on the print server, or the direct IP address of the printer. Could you clarify?

2. On the print server driver, has the status monitoring been disabled?

3. On the user's computer, has the status monitoring been disabled in the driver?

4. Is the installation of the driver on all of the client computers really consistently installed in one of the ways described in item 1?
[/quote]

Answers to your questions

1: All users use a Direct IP connection to their local label printer - we could not make the client server driver setup work for any user

2: yes

3: yes

4: every user has been installed exactly the same way

Hope this helps

Andy
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Ian Cummings
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I think it would be best if you worked with technical support directly. Please send an email to eurotech@seagullscientific.com, link to this forum question, but attached to your email a driver information file from the affected PC/printer driver and one from a PC/printer driver at the same location that has no problems. To create a driver information file, open the printer driver properties, select the "About" tab, click the "Version" button, and then from the dialog that opens click the "Save" button to save that information to an HTML file. We will then be able to investigate this further from there.

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