Cannot Print

[Deb]

I am trying to help a friend with a computer problem. (Neither one of us is
computer savvy.) She used to be able to print with no problem. Now, all of
a sudden, she can't print her e-mails. (She could print other documents,
but not her e-mails.) When she tried to print them, it went to her fax
machine instead of to her printer. So, I did the following to try to fix the
problem:

1. First, I went into printer preferences. The port that her fax machine
uses (USB) was checked, so I unchecked it. I then checked the port that her
printer uses (Com port). That didn't fix the problem, so I went back in to
printer preferences and changed it back to the fax port.

2. I then realized I should probably change the default from the fax
machine to the printer. So I right-clicked on the printer icon and "set as
default."

I thought we were home-free, but........

Now when she tries to print, it goes to her printer but it won't print. The
job shows up in her printer job list but it never prints. Furthermore, when
she tries to delete the job, it gets stuck in the queue until she unplugs the
machine.

Please help.......now she can't print anything!!!

Deb

 

[Tom Ferguson]

Is this a setup with separate printer and fax machines or is it a all-in-one
fax/printer/(scanner?)?

 

[Deb]

She has an HP Office Jet,4315V all-in-one (printer, scanner, fax, copier).
Thanks for your help on this.
Deb

 

[Tom Ferguson]

I would remove and then reinstall the drivers for the machine. Download the
files from HP's web site. The printer is most likely connected to a USB
port. If you want/need instructions for removing the drivers and installing
the new copies, let us know.

 

[Deb]

Does this mean to reinstall the printer by using the CD that she received
with her printer? Or do you have to download updated printer drivers from
HP's web site?

The port her printer uses is a COM port. The fax machine says it is a USB
port.

As I said before, neither of us are computer savvy. So any detailed
instructions you could give us would be greatly appreciated.

Thank you so much for all your help and patience!
Deb C.

 

[Deb]

Does this mean we need to reinstall the printer by using the CD she received
with her printer? Or do we need to go to HP's web site to download updated
printer drivers?

The printer says COM port; the fax says USB port.

Neither one of us is computer savvy, so any detailed instructions would be
greatly appreciated. Thank you so much for all your help and patience!

Deb C.

 

[Tom Ferguson]

It would seem likely that the port assignments are reversed. It is unlikely
that a modern printer uses a com port rather than USB. Deleting and
reinstalling the drivers for the device would fix that.

I would use the drivers from the HP web site. Do you _have to_ use those
rather than the drivers on the CD? Possibly not. However, getting them from
the web site helps assure two things: you can make sure you have the correct
drivers for the operating system she uses and they are the most recent HP
has.

See here:
http://members.shaw.ca/bsanders/CleanPrinterDrivers.htm

 

[Lem]

Does this mean we need to reinstall the printer by using the CD she received
with her printer? Or do we need to go to HP's web site to download updated
printer drivers?

The printer says COM port; the fax says USB port.

Neither one of us is computer savvy, so any detailed instructions would be
greatly appreciated. Thank you so much for all your help and patience!

Deb C.

There are several confusing points here. Remember that we can't see
what you're looking at.

The OfficeJet 4315 does have fax capability, but the computer does not
send or receive faxes through the 4315. Thus, it's not at all clear
what you are looking at when you say "The port that her fax machine uses
(USB) was checked." Secondly, as Tom F correctly surmised, the 4315
connects to the computer using a USB port, so what are you looking at
when you say that the printer uses a com port?

First try reversing the changes you made. If this allows your friend to
print from applications other than whatever she is using for email, you
may not have to go through uninstalling and reinstalling the printer.

In the email application (what is it?), if she uses File > Print (rather
than merely clicking on a Print icon), there should be a drop-down list
of printers to select from. What is listed there *before* you click on
the drop-down arrow? Also please list *all* of the entries that you see
when you do click the drop-down arrow.


To uninstall see:
http://www.coribright.com/windows/Article_One.htm
http://h10025.www1.hp.com/ewfrf/wc/...60&lc=en&dlc=en&cc=us&product=1138342&lang=en

The main hp page for this product is here:
http://h10025.www1.hp.com/ewfrf/wc/...us&dlc=en&submit.y=8&submit.x=6&lang=en&cc=us

The latest hp software and drivers are here:
http://h10025.www1.hp.com/ewfrf/wc/softwareList?os=228&lc=en&dlc=en&cc=us&product=1138342&lang=en
These are from 2006, so they may or may not be newer than what is on the
install CD. If your friend only wants "basic printing and scanning
capabilities" then use "HP Print and Scan Drivers: USB Support." If
your friend wants the Photosmart Software Suite as well (this is not
really necessary), then use "HP Photosmart Full Feature Software and
Drivers."

Be *sure* to disconnect the printer from the computer before you install
the drivers, and do *not* connect it until the software tell you to do so.


--
Lem -- MS-MVP

To the moon and back with 2K words of RAM and 36K words of ROM.
http://en.wikipedia.org/wiki/Apollo_Guidance_Computer
http://history.nasa.gov/afj/compessay.htm

 

[Deb]

Thanks to Tom and Lem for all your help. I talked to my friend and she wants
to try to uninstall and reinstall the printer drivers from her original CD.
All the information you gave me was really helpful - - and if her CD doesn't
fix her problem, we will try more of your suggestions. Thanks again. You
guys are great!
Deb C.