Drivers Troubleshooting
When reporting a customer issue, it is very important to have the following information:
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Printer Model
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Operating system version (Client/Server?)
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Driver version
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Application causing problems and version
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Full list of driver settings used
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Killer plots
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PRN
Driver version is obtained from: “Devices and Printers”:
1. Right-click on the printer.
2. Select “Printer properties”.
3. Go to the “About” tab.
The PRN is a le containing driver information generated before the spooler sends it to the printer.
1. From “Devices and Printers”, right-click on the printer and select “Printer properties” and then go to
the “Ports” tab.
2. Click “Add Port”, select “Local Port” type and “New Port”, and enter the full path (including le name)
where the PRN will be generated, for example:
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C:\Users\<username>\Desktop\hpgl2_issue.prn
After creating the new port, it will be assigned to the Printer Queue automatically.
NOTE: Every time the user prints to this printer, a PRN le will be generated with the driver’s job
information.
120 Chapter 2 Troubleshooting ENWW
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