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I can help with your printer problem.

Hi David,

My name is Mike. I'm an expert at FixYa . I tried to help out with your Photosmart printer problem the other day. But with the way things get funneled, you most likely never had a chance to even see my response.

This is sort of an end around. Approaching you this way may be viewed less than favorably by others here and I've never gone this route. I don't care, I just couldn't leave you hanging.

I know where you're getting lost, I know why you can't find Printers in the menu. I've been through it. You are frustrated. Me too. I know I can help and I'm not able to.

The problem: If you could choose from multiple solutions, that would be one thing. But when you ask a question, the responses stack up in a queue. The quick one liners tend to get there first. You see them in order. The more detailed and thought out the response, the further down the line it is. You see the problem? The answers are there, just hard to get to.

Now, I've never been on your side of the Premium Q/A process, so I'm not sure what you have as options (to get to the next response). I only know you get solutions one at a time and some are hard to follow.

So if you are willing to give me a shot, I'll explain what's happening, what to do and why. I'll get you though step by step. My Nickname is Mike258. If you get to my response, I'll get you a solution.

Mike

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  • Justin Case
    Justin Case Aug 18, 2008

    No problem David,

    I'm glad I was able to reach you. I'm done for the evening (11:00pm here in Oregon). Don't know what time it is where you are, but I'm yawning.

    In the morning, see if you can find my response in your original post. Once you find it, send a comment, like 'Your turn'. This alerts me to your presence. I'll be checking from about 6:00am Pacific Time.

    What I plan to do is check a few things, then if needed, uninstall the printer drivers and software. Followed by a reinstall.

    By the way, the reason you were getting lost? Some versions of XP (mine among them) do not have Printers as an option on the Start Menu. I can imagine how frustrating this was for you.

    The only access is in My Computer or Control Panel. Not your fault, not you to blame, so don't beat yourself up about it, OK?

    Talk to you in the morning
    Mike


  • Justin Case
    Justin Case Aug 18, 2008

    Hi David,

    I post a new procedure in your original request. It lists some additional info that could be helpful.

    Then there is a test that will determine whether the problem is software or hardware. Imagine that, half the possible causes ruled out with one short test!

    Talk to you soon
    Mike


  • Justin Case
    Justin Case Aug 19, 2008

    Hi David,

    Wow, down under huh. We've got quite a time difference. Its just 8:00pm now. Anyway, down to biz.

    Troubleshooting difficult problems is as much ruling out possibilities as it is searching for a cause. We're going to do both.

    To do this, I need some additional info, If you could confirm or clarify the the following:


    • When you installed the drivers, the printer USB cable
      was not connected until the installation software prompted you to
      connect it.

    • Your printer is wired directly to your computer using USB cable. (a single cable, No hubs, not wireless)

    • What is the size of your hard drive? (Right click the drive icon in My Computer and select Properties. It will show a pie chart. I'm looking for Capacity)

    • Same place, What is the available space?

    • Are any errors displayed during startup? When Printing?

    • What software are you using to print?
    The answers to these questions will help in troubleshooting your problem.

    Now lets rule out half the possibilities:
    The
    first test I want you to run will determine if the problem is in the
    hardware or the software. This is done through the printer console by
    generating a self-test page and timing how long it takes to print.


    The time measurement does not have to be exact. The average time to
    print a self-test is 30 seconds.





    1. Load the printer with plain, white paper.



    2. Press
      Setup
      on the control panel.




    3. Press the down arrow until Print Report
      is selected, and then press
      OK
      .




    4. Press the down arrow until Self-Test Report
      is selected, and then press
      OK
      .




    5. Begin timing when the paper feed rollers start pulling in the paper to
      start printing, not when the first noises come from the product. Stop
      timing when the printed page falls into the paper tray.




    If
    the test page prints in less than or close to 30 seconds, the product
    hardware is working correctly.

    Get back to me with the results or any questions. We proceed from there.

    One more thing, right now we are in a thread that looks like I had a problem and you are answering it. I'm guessing you pretty much gave up on your original post. If you could switch it around by asking me a question (click the ASK button, should be one near my name there) I'd be grateful.

    The reason? When I get you fixed up your going to want to give me a FixYa rating. This just makes you able to do it.

    I'm away for about a half hour, then back on.(8:11pm)
    Mike

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  • 1 Answer

Hi mike, thank you for your concern as to my problem.I am just about to give up as I just can't seem to follow the things suggested to me. the only way i can get my new printer to activate is to use the fast print. and even this seems to hesitate stopping and starting after uninstalling and re installing what next I am hoping that i can follow you I will be away from the computer for a few hours but thank you very much and look forward to your help. David Hadley

Posted on Aug 18, 2008

  • david. hadley Aug 18, 2008

    Hi Mike "it's Your turn" Ihope you can help this poor old fogie from Downunder it's 10.00am here .

  • david. hadley Aug 20, 2008

    Well here I go again;I'm so glad your patient,I got the self test ok and it took 32 seconds.The application used for the News letter is Broderbund Printmaster Platinum.( I hope this is what you mean) Now once more stuck .I started the note pad test when i got to Preferences there was no window with two tabs and no paper quality settings box.stuck again.sorry David

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