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2 posts

Wannabe Geek

Topic # 138707 14-Jan-2014 12:31 Send private message


I've got a bit of an odd issue with a client who is running NZA Gold with a USB connected HP 7500A printer and Windows 7 x86 - a less than ideal configuration, but it's the software the client wants to use and no amount of promoting the benefits of MYOB seems to change their mind.

For more than 12 months this combination worked really well - NZA Gold would quite happily print invoices and statements to the HP 7500A. But just before Christmas, NZA Gold print jobs just started disappearing for no good reason.

On testing I discovered that should the default Windows printer (that 7500A) get changed to another printer and then switched back, the first print job from NZA Gold prints fine. However each subsequent job disappears until the default is switched again. I then tested to see if NZA Gold would print to another printer, which it does happily and consistently - so it's an issue with the HP7500A software.

I then removed all printer queues and drivers from the Registry and System32 directory and did a clean install of the HP printer - however on re-installation exactly the same problem resurfaced. I then remembered to check the Windows Error Logs, where it appears to indicate a privilege problem writing to the Windows Spool directory each time the 7500A is used with NZA Gold. So I created a new spool directory with global access and directed the spooler to use that, but still the same error.

As a last gasp effort, I configured the 7500A on the client's LAN and set up generic HP PCL5e and PCL6 queues to print to the printers Jet Direct card, but for whatever reason the HP 7500A doesn't understand normal PCL and all that resulted was junk.

As a side note, every other program on the machine seems to run fine with the 7500A.

Would anyone happen to have any thoughts on what could be causing these jobs to fail?

Many Thanks, Steve.

If it helps, here is a sample error log:

Log Name: Microsoft-Windows-PrintService/Admin
Source: Microsoft-Windows-PrintService
Date: 16/12/2013 10:33:37 p.m.
Event ID: 372
Task Category: Printing a document
Level: Error
Keywords: Classic Spooler Event,Document Print Job
User: IANHP\I** *****
Computer: IanHP
The document Crystal Reports, owned by *** *****, failed to print on printer HP Officejet
7500a. Try to print the document again, or restart the print spooler.
Data type: NT EMF 1.008. Size of the spool file in bytes: 8712. Number of bytes printed: 0.
Total number of pages in the document: 2. Number of pages printed: 0. Client computer:
\\IANHP. Win32 error code returned by the print processor: 5. Access is denied.
Event Xml:
<Event xmlns="">
<Provider Name="Microsoft-Windows-PrintService" Guid="{747EF6FD-E535-4D16-B510-
42C90F6873A1}" />
<TimeCreated SystemTime="2013-12-16T09:33:37.708457800Z" />
<Correlation />
<Execution ProcessID="1548" ThreadID="3784" />
<Security UserID="S-1-5-21-3754063858-2367217974-3444804509-1001" />
<PrintOnProcFailedEd xmlns:autons3=""
<Param1>Crystal Reports</Param1>
<Param2>I** *****</Param2>
<Param3>HP Officejet 7500a</Param3>
<Param4>NT EMF 1.008</Param4>
<Param11>Access is denied.

[Mod Edit |BH| Removed customers name]

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1146 posts

Uber Geek
+1 received by user: 201


  Reply # 966766 14-Jan-2014 13:07 Send private message

Two lines under where you ***'d your customers username, you missed your customers username.

1146 posts

Uber Geek
+1 received by user: 201


  Reply # 966772 14-Jan-2014 13:19 Send private message

I notice it's printing via Crystal Reports, does anything else on the PC use Crystal Reports? Try reinstalling the CR redistributable perhaps.

2 posts

Wannabe Geek

  Reply # 966807 14-Jan-2014 13:57 Send private message

Thanks Lias,

Oops. I must still be in holiday mode missing out that detail. I can't seem to find any way to edit the original post though!

With Crystal Reports, I did consider doing an installation. But NZA Gold seems have the Crystal Report binaries scattered in amongst the rest of the NZA program directories - so I backed out of that one as there was a good chance I was going to break everything.

Also, as NZA seems to work other printers I'm not sure the Crystal Reports is at play in this problem. However I'd be gladly proven wrong!



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