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Printing locks my printer

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vince

06 Sep, 2012 02:53 PM

I have an HP Photosmart 2600 connected via USB to my laptop. It's worked reliably with every application for over two years.

Purchased Moneydance this week. When I send a report to print, it will print the first page of the report and then lock the printer. The file is the spool queue showing as printing, and the display on the HP recognises it's mid print, but it will not respond to anything except power off every time.

Any ideas?

Vince

1. 1 Posted by Jessica Little on 08 Sep, 2012 04:40 PM

   

   Hi Vince,

   If you would be willing, could you send me the contents of your error console? Here's how to get the logs:

   1) In Moneydance, click on the Help menu and select the Console Window option. This will open the console messages window.
   2) While the Console Window is open, attempt to print a report. Any error messages should be recorded to the Console.
   3) Click the Copy to Clipboard button at the bottom to copy the text in the console.
   4) Paste the text from the message window into a text file (preferably saved with a .txt or .rtf extension) and attach that file to your response here.

   Jessica Little
   Moneydance Support

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2. 2 Posted by vince on 09 Sep, 2012 02:02 PM

   

   Hi Jessica,

   Log attached as requested. Thanks for looking at this for me.

   Vince

   • MondaydanceVPHlog.txt 30.6 KB
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3. 3 Posted by Jessica Little on 09 Sep, 2012 02:39 PM

   

   Hi Vince,

   What report are you trying to print? Do you have this problem with everything you print from Moneydance, or just this particular report?

   Jessica Little
   Moneydance Support

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4. 4 Posted by vince on 09 Sep, 2012 03:23 PM

   

   Hi Jessica,

   It is with any report I try to print.

   Vince

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5. 5 Posted by Jessica Little on 09 Sep, 2012 03:38 PM

   

   Hi Vince,

   If you print to a PDF instead of to your printer, does Moneydance still hang, or does it successfully create the PDF?

   Jessica Little
   Moneydance Support

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6. 6 Posted by vince on 09 Sep, 2012 05:08 PM

   

   These are the only printer options I have .. .

   Vince

   • MDance.docx 133 KB
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7. Support Staff 7 Posted by Ethan on 09 Sep, 2012 10:15 PM

   

   Hello Vince,

   I see you have a few printers. Do you experience the same problem when trying to print to all of them?

   I would recommend selecting the "Microsoft Office Document Image Writer" option for printing, which should give you the option to save what you are trying to print as a TIFF image file. You can then look to see if that file was created correctly, or if you have the same problem. This will help us narrow down what the problem is: if the file looks fine, it is likely a problem with your printer and not Moneydance, but if the file doesn't come out ok then the problem could be on Moneydance's end.

   Ethan Tupelo
   Moneydance Support

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8. 8 Posted by -Kevin N. on 09 Sep, 2012 11:34 PM

   

   Hi Vince,
   Just a hunch.
   If the printer is conected to the computer via USB, try unplugging it from it's current USB port and try plugging it into a different USB port.
   HTH -Kevin N.

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9. 9 Posted by vince on 12 Sep, 2012 01:20 PM

   

   Hi Ethan,

   Sorry for the delay - I've been working away.

   I've tried to do this and when I view the document in Microsoft Office
   Picture Manager it's blank. I've attached it.

   I printed this from within a budget report and selecting the "print" button.

   Thanks
   Vince

   • Java_Printing1.TIF 4.48 KB
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10. 10 Posted by Jon Hoover on 12 Sep, 2012 02:55 PM

    

    Hi Vince,
    I would like to see if we can rule out whether this is going on in your installation of java (vs. Moneydance). If you would download a copy of this program jedit, which is also written in Java, and see if the problem persists in trying to print from another program.
    Thanks.
    Sincerely,
    Jon Hoover, Moneydance Support

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11. 11 Posted by vince on 12 Sep, 2012 04:23 PM

    

    Hi ,

    Proving even more challenging. I cannot install it - says it doesn't have
    permission to create the directory, but my login does have admin
    permissions.

    Vince

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12. 12 Posted by Jon Hoover on 12 Sep, 2012 06:27 PM

    

    Hi Vince,
    If possible, try specifying another location. Otherwise don't worry about it, let us know, and we will see what else we could try.
    Sincerely,
    Jon Hoover, Moneydance Support

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13. 13 Posted by vince on 13 Sep, 2012 06:06 AM

    

    Hi Jon,

    Tried, and changing the directory name to simple characters, no luck I'm
    afraid.

    Vince

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14. 14 Posted by Jon Hoover on 13 Sep, 2012 02:59 PM

    

    Hi Vince,
    Sorry, I didn't think to suggest this earlier, but you are not running the newest version of java, could you try upgrading that? https://www.java.com/en/download/index.jsp
    This printing issue very likely has something to do with java, so I am hoping this will fix things for you.
    Also, just to make sure, did you try Kevin's suggestion of switching USB ports?
    Sincerely,
    Jon Hoover, Moneydance Support

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15. 15 Posted by vince on 14 Sep, 2012 11:13 AM

    

    Hi Jon

    Upgrading Java has fixed it. Thanks for sticking with it. Great support.

    Cheers
    Vince

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16. Support Staff 16 Posted by Ethan on 14 Sep, 2012 01:10 PM

    

    Hi Vince,

    Glad to hear that it's working. Please let us know if we can be of further assistance,

    Ethan Tupelo
    Moneydance Support

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17. Ethan closed this discussion on 14 Sep, 2012 01:23 PM.