Printer only 'connects' for administrator users.

[Steve Hawkins]

Surprised to find that only users registered with 'administrator' privileges
are recognised by our HP3330 mfp printer, which claims to be 'unconnected'
when they try to use it.

How to correct?

Thanks,

SteveH

 

[Paul Baker]

Is this a network printer in the sense that they chose "A network
printer..." in the Add Printer Wizard, used the "install" verb on a shared
printer in Explorer, etc? If so, the name will be "<share> on <server>". In
this case, look at the Security page of the property sheet on the server.
What permissions do these users have?

Paul

 

[Steve H]

Is this a network printer in the sense that they chose "A network
printer..." in the Add Printer Wizard, used the "install" verb on a shared
printer in Explorer, etc? If so, the name will be "<share> on <server>".
In this case, look at the Security page of the property sheet on the
server. What permissions do these users have?

Paul

 

[Steve H]

I wondered about that network printer option, and as it was all getting a
bit confusing (the install disc leaves one with 3 drivers in 'printers' with
no indication as to why), I uninstalled the HP package and started again
from scratch and without the network option ticked.

Changing to the non administrator user account still results in the error
message of a problem in 'hppcb632.dll'.

The Event Log says 'fault bucket 20365310' and 'fault address 0x0000.5f6'.

I have no idea what this means.

Does one pc with a number of users, who may or may not be logged on at the
same time (thanks to 'fast user switching' - ho ho) count as a network?

Thanks for the suggestions,

Regards,
SteveH

 

[Paul Baker]

Steve,

You mention starting from scratch. Let's do that.

How is this printer connected to the network? Is it
1: Connected to a Windows server (by a port, usuallly a parallel port)?
2. Connected to the network using its own ethernet connection (usually
involves another piece of hardware, such as HP JetDirect)?
3. Connected to the network using its own ethernet connection AND shared on
a print server?

What software do you intend to use to intsall the printer on the server? The
clients? And what choices do you intend to make?

Paul

 

[Steve H]

Sorry if you have been mislead:

There is one pc joined to one do it all printer, scanner, copier, fax unit.
In 'Properties' 'Ports' it has no ticks for 'LPT1' etc (which is what I've
seen on other printers) but has a tick against 'DOT4_001'. (There is no
port ticked for the fax section?). The share printer option is not
selected.

The pc has three users plus a 'guest' (though there are additional 'users'
in the Users folder under 'Computer Management' these are the only ones on
the welcome screen).

Two of the users have 'administrator privilege's, one is 'limited'. The
limited account is not - so it says - connecting to the printer unit.

We have had trouble with the printer not recognising any but the first user
to log on before, but are currently able to use through both administrator
accounts without logging off, and only the 'limited' one is failing with the
dll message as below.

Thanks again,

SteveH

 

[Paul Baker]

Steve,

So, the only port that is ticked is DOT4_001? What does it say under the
"Description" column for this port (that will tell you what type of port it
is)? What happens if you click 'Configure Port' with that port selected ("in
blue")?

Unless you are printer pooling, and you are not, only one port will be
ticked. This is the port of the printer. The fact that the printer happens
to have fax functionality does not mean that its port should reflect that.
This is probably just a function of the printer that is activated through
the document properties dialog.

The printer only has one port (except when using printer pooling, which is
not what you are doing)

Try finding the 'hppcb632.dll' file in Explorer. Then look on the Version
page in the file properties. What does it say?

Paul

 

[Steve H]

Thanks again for your patience Paul,

I will be away from the problem set up for a few days, so hope to carry on
where I left off, and get back to you when I get back.

All the best,

SteveH

 

[Steve Hawkins]

Hi Paul,
Back into the fray...

The 'description' for that port is simply the name of the printer/unit.

'Configure port' gives: "! An error occurred during port configuration. This
operation is not supported."

I notice a similar string developing under Al Mahler 8/11, where Cari
(MS-MVP) suggested trying print direct to printer - if there were Symantech
or Norton products on the pc. We're not using these on this pc but a quick
try of this setting does allow the 'limited' user to print, but not to
access any of the other functions of the unit - as before. (These functions
continue to work for the administrator users even when 'print direct to
printer' is selected.)

For example, a limited user, trying to scan, gets the 'device is
disconnected' message...

....trying to start the overall 'director' front end for the unit, results
in: 'Runtime error ....hppdirector.exe .... application has requested to
terminate in an unusual way'.

A 'report this to ms invitation' results in the creation of a temp file of
data to go with this, which would be rather lengthy to include here without
being invited to.


Re: hppcb632.dll:

Its properties say that it is an application extension that opens with an
'unknown application' despite the fact that it gives a correct location to
the Laser Jet 33xx folder.

The versions sections says: Conexant Systems Inc; 1.0.0.00; Codebase;
English(US); original file name Codebase.dll; Desktop Deluxe; 1.0.0.00.

Does this make things any clearer?

Thanks,

SteveH

 

[Paul Baker]

Steve,

This is sounding very much like you have a problem with third party
software, therefore I will not be able to help you any further in diagnosing
it. It sounds like there is a port monitor that provides a special kind of
port.

However, I can offer some advice to move forward. The best thing you can do
is try to eliminate/uninstall as much third party software as possible. If
the printer is connected to a standard type of port, all you really need is
a printer driver. You don't need a port monitor or anything else. You can
try downloading the most recent version of the printer driver from the
manufacturer's web site. I also consider it good practice to download the
smallest or least complicated driver available, as larger or more
complicated ones are not just drivers, but also some other junk they think
you need but you don't! You could also just try installing a generic driver,
like a the "HP Laserjet" driver that comes with Windows for any PCL printer!

Paul

 

[Steve H]

Ok Paul,

Thanks very much for all your help,

I'll get back to you if I find out what caused the problem. I find HP seem
to be a bit vague as to whether a problem is at 'their end' or not, but will
give them another try: they generally tell me there are no upgrades for my
drivers, but it is a bit confusing when a unit has several 'front ends' to
work from ie. getting the 'printer' sorted does not necessarily mean the
scanner front end will be recognised...

Anyhow,
All the best,

SteveH

 

[Paul Baker]

Steve,

Thanks, I would be very interested to hear what the resolution was. Maybe
others can learn from it.

It doesn't sound like you are having a very good experience with HP. It is
unfortunate that they are the ones most likely to be able to help at this
point.

What model of printer is it and what type of port is it connected to?

Paul

 

[Paul Baker]

Steve,

Sorry, this issue has become so complicated that I do not have time to help
you any further.

As mentioned before, it's not a Microsoft problem, it's a HP problem.

Paul