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Topic # 59279 31-Mar-2010 18:00
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Any pros here got any experience with Server 2008 TS and Easy Print? (I have none)

I am stuck between a rock and hard place with this and one of my clients.
It's a long one so please keep reading Laughing

We sold this client a pretty standard computer network setup about a year ago.
They got 4 HP workstations and an HP SBS2003 entry level server.
They have a FujiXerox colour digital copier/printer/scanner.
They also got a Micronet ADSL2+ router for the internet connection.

They have been happy and everything has been working great since and we have had a great ongoing relationship.
Then, I have no idea how, they got sold a managed hosted service.

Out of the blue I get a call from the client saying I need to go onsite, install some updates that are required for this hosted service (.NET 3.5SP1, RDP client and XP presentation manager patch were the main ones) and backup all their data from the sbs2003 box so that they can courier it to the hosted service provider to be loaded onto their servers.
That's all fine and was done without a problem.

Then a week or so later I get a call from the service provider saying this client is having some issues and can I please go and sort it out for them.  I thought this was a bit odd straight away as it wasn't us that sold them the hosted service so why should we fix their problems with it?  Surely that should be part of the service they are paying for from the hosted service provider?
Anyway, they said they suspect that it is a printer driver problem and could I please go and change the driver to a PCL driver.
So I went and did this and found that they were already using a PCL6 driver but not the latest WHQL version so I removed the old one and installed the latest one.  This however did not fix the problem.  I have since tried 4-5 other drivers supplied by FujiXerox that have not fixed the problem.

The actual problem they are having is with some of their Excel spreadsheets.
They change the view to page break view and then adjust the page breaks manually to the area they want to print and this has always worked on the local systems.
When they try to do this on the hosted service it freezes of a few seconds then all of a sudden every cell has a page break around it.  Using Undo doesn't get rid of them.
I tested and confirmed that the problem is the printer driver because logging in to the hosted service, without the fujixerox driver installed, Excel works fine.
The hosted service provider also tested from their end with an HP printer and it is also fine.

The hosted service provider is now saying that there is nothing wrong with their system and the problem lies with the printer driver or the physical setup at the clients site.
They have also spoken to another "specialist" who is of the same opinion as them.

I did some more testing on site today by logging in to our own 2003 terminal server, installed their printer driver (as you have to do with the 2003 TS), transfered over a couple of the excel spreadsheets that they are having problems with and they worked fine.

So now this is where I am stuck and don't know what to do next.
The hosted service provider is basically blaming us for the client's physical setup onsite or the printer driver.

I have proven that there is nothing wrong with the client's physical setup as everything works great on the local machines and has done for about a year.
I have also proven that their printer driver works in a 2003 terminal server environment, granted this is not the same as 2008, which I don't have access to easily.

Anyone have any ideas, thoughts?
What I should do next?




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xpd

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  Reply # 313577 31-Mar-2010 18:35
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Tell the host to send one of their own guys out to show you how its done if theyre that convinced its something you setup/look after. If they cant do that then theyre not a company Id deal with.......

We use Server 2003 TS and Easyprint with Office 03 and 07 and never had that sort of issue with over 100 users using a wide range of different printers. We jsut make sure that theyre all up to date with Windows patches and thats it really... obviously latest SP for Office isnt a bad move either.




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  Reply # 313580 31-Mar-2010 18:42
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xpd: Tell the host to send one of their own guys out to show you how its done if theyre that convinced its something you setup/look after. If they cant do that then theyre not a company Id deal with.......



Yea they're at the other end of the country so they won't be doing that :(

How do I tell my client that they shouldn't be using this hosted service provider?






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  Reply # 313589 31-Mar-2010 19:12
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Well I have just proved that the problem is with the printer driver and not their physical setup.

I logged in to the client's hosted service profile, from my laptop here in our workshop, and tested Excel and there are no problems.
So I logged out, installed the same fujixerox driver and logged back in again and the excel problem is back.

So I guess the best thing for me to do is tell the client what I have found, that their copier is not compatible with the remote hosted service and they may need to buy a new one that is, but that they should talk to the hosted service provider as they should have checked that out before they went live.




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  Reply # 313593 31-Mar-2010 19:36
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Losing a customer is never a nice thing and it sounds like you've gone out of your way to help. But the new hosting company should have tested everything prior to going to live so this isn't your fault and neither is it the customer's - the hosting company should be footing the bill for this.

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  Reply # 313654 31-Mar-2010 23:17
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CYaBro: Well I have just proved that the problem is with the printer driver and not their physical setup.

I logged in to the client's hosted service profile, from my laptop here in our workshop, and tested Excel and there are no problems.
So I logged out, installed the same fujixerox driver and logged back in again and the excel problem is back.

So I guess the best thing for me to do is tell the client what I have found, that their copier is not compatible with the remote hosted service and they may need to buy a new one that is, but that they should talk to the hosted service provider as they should have checked that out before they went live.


Have they tried using the Fuji universal driver? Out of interest, what model is the printer?




I would love to change the world, but they won't give me the source code

#BOFH



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  Reply # 313663 1-Apr-2010 00:19
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quandum:
CYaBro: Well I have just proved that the problem is with the printer driver and not their physical setup.

I logged in to the client's hosted service profile, from my laptop here in our workshop, and tested Excel and there are no problems.
So I logged out, installed the same fujixerox driver and logged back in again and the excel problem is back.

So I guess the best thing for me to do is tell the client what I have found, that their copier is not compatible with the remote hosted service and they may need to buy a new one that is, but that they should talk to the hosted service provider as they should have checked that out before they went live.


Have they tried using the Fuji universal driver? Out of interest, what model is the printer?


Hi, yes we have tried the universal/multi-printer PCL driver.
So far we tried two different XP PCL drivers, one of which is WHQL, two PS drivers, one of which is also WHQL, the universal driver and also the Win7 64bit driver.  All experience the same problem in Excel.
The actual model is a FX Docucentre III-C2201.

I just had a reply from the hosted services provider and here is some of what they said:


"There are different ways in which systems communucate with printers, and Windows 2008 normally communicates in a very different method to how 2003 works, or how a locally setup network works.

These printers are commonly used with 2008 and will work. 

When there is a an existing company looking after the hardware it is not normal to touch their setup in anyway, hence if there is an issue that needs to be looked at it is normal to pass it onto them to solve.

Hence we are following normally accepted practice in requesting you to remedy an issue with the setup, and I would expect you to be complaining if we tried to take over from you, not because we have asked you to fix an issue which has been found."


They keep saying that there is a problem with the clients setup but I don't understand how that can be when that setup has been working fine for about a year and still does work fine when doing everything locally and also with every driver I have tried.
I have proved that it is not a problem at the clients site and more a compatability issue with Easy Print and the FX copier.




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  Reply # 313668 1-Apr-2010 00:33
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maybe not the same problem but...

http://support.microsoft.com/kb/979163



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  Reply # 313671 1-Apr-2010 00:43
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LennonNZ: maybe not the same problem but...

http://support.microsoft.com/kb/979163


Wow thanks for that!
I did search the MS KB but didn't find that one.
It sounds very much like the problem they are having.
I haven't actually tried to print anything from Excel when the problem occurs but I'm sure that is what would happen - Many pages printed with only one cell on them - As when I do a print preview it says it is showing page 1 of 21588!

I will pass this on to the hosting company and see what they say.






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  Reply # 313675 1-Apr-2010 01:04
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Thanks again LennonNZ!
I can go to bed now and stop worrying about this because after reading the KB article again that is exactly the problem they are having.

Now what are the chances of the hosting company installing a hotfix on their TS?  I assume they will have some sort of way of testing the hotfix on another system first before they put it on their production system?






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  Reply # 313699 1-Apr-2010 06:36
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Am I reading the kb correctly and the hotfix is for the server and not the workstation?

The hosting company has replied saying that the patch appears to be for vista and so can't install it on the server??!!




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  Reply # 313704 1-Apr-2010 07:35
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Yes on the download page its listed for "vista" but I'm pretty sure its not. The instructions all say its for the server.. Anyway.. If its the wrong file they can contact Microsoft regarding it :-)




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  Reply # 314079 2-Apr-2010 00:16
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Well after hearing nothing more from the hosting company or the client all day I heard that the client called in Gen-I.
Will try and keep informed as to what they eventually do to fix the issue.




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  Reply # 314326 3-Apr-2010 00:47
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CYaBro: Well after hearing nothing more from the hosting company or the client all day I heard that the client called in Gen-I.

Will try and keep informed as to what they eventually do to fix the issue.


Assuming that them calling in Gen-i wss not a April fools joke, Geni-s answer will be for them to change their hosted setup to their managed hosted setup... I can see the client getting shafted here.

Out of interest, who is the current hosted provider?




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  Reply # 314335 3-Apr-2010 07:46
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Nimble is the hosting provider.
The reason they went with them is because they are using their software (nimsys) as well as their hosting service.




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  Reply # 318915 15-Apr-2010 16:29
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CYaBro: Am I reading the kb correctly and the hotfix is for the server and not the workstation?



The hosting company has replied saying that the patch appears to be for vista and so can't install it on the server??!!


I have requested the hotfix now, and will attempt to install it on my test 2008 box for you and post back the results for you :)

It can be very frustrating when finger pointing happens, it makes the troubleshooting process much harder when the company you are wanting help from simply says "not our problem, you fix it"  IMO we (techs/prgrammers/developers) are all in the same boat (providing solutions to clients) so why don't we just try get along!

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