Baffling printer problem...

[Davek0974]

I've got a printer problem that is currently defying logic :|

My system is all VM so users are connecting with dumb terminals or thin clients. Each user has a little Dymo label printer for address labels, these printers are networked using little Ethernet-USB dongles which work well in this setup.

One user asks me to "Fix my printer" so off we go and find its only printing half a label unless you press the feed button where it will print the rest.

Ok, so we change the physical device, guessing the feed sensor is blocked - no change, a brand new printer shows the same fault.

So we point that user to another user's label printer and it all works fine.

Next we delete and reinstall her printer on the server - fault reoccurs.

Then we fit a new USB dongle with a new IP address - fault reoccurs.

Well, at this stage, I'm fresh out of ideas and have run out of hair to extract. There is nothing left to replace or reinstall, apart from the users' logon account on the domain and I really don't want to go there. I can test this by getting another user to logon at her desk today.

Any thoughts

 

[Paul_Rosser]

Can you try printing to that printer from another PC ? If that works ask the user with the issue to logon and see if it works.

If that works then it's something wrong with that machine, if not then it's an issue with the printer or the settings on the network.

 

[Cart By Design]

Are the two printers different revisions or models?

This likely has nothing to do with the cause, but the thin client operating system is a different version? remote access client a different version?

 

[Davek0974]

Are the two printers different revisions or models?

This likely has nothing to do with the cause, but the thin client operating system is a different version? remote access client a different version?

No, all devices are identical, purchased at same time.

The OS is all w2008r2 and most users are on Wyse thin clients, a couple use old pc's on XP to access RDP sessions.

 

[Posilan]

What happens if you point another user to her printer?

Also, can you try logging in as another user to see if it still happens?

If you can point to another printer and it works fine but a new dongle doesn't fix it, that is odd - unless they have the same device name?

Steve

 

[Davek0974]

What happens if you point another user to her printer?

Also, can you try logging in as another user to see if it still happens?

If you can point to another printer and it works fine but a new dongle doesn't fix it, that is odd - unless they have the same device name?

Steve

Afternoon Steve,

I have just had a chance to play and pointing another user at this printer reproduces the fault so this leans me towards the physical device or the dongle or the network itself.

But bear in mind that i have already tried a new dongle with a new IP address and a new device as well.:|:|

This just leaves the actual network or the switch. Neither of which should matter surely.

I am going to plug a new printer and dongle in downstairs and get some users to point to it that should rule out or condemn the actual network hardware.

Dave

 

[Davek0974]

Right, I'm totally befuddled now

I have just plugged up the replacement printer i tried upstairs, connected to the new dongle i also tried upstairs and then asked the user with the problem to print to it....


And it worked ok

So that surely indicates an issue with the port on the main switch or the network cabling????

Either way, it means i can at least fix the issue.

I will try using a different cable run and switch port in the morning.

 

[deadgoodundies]

I was going to say are you using the same label roll each time in the dymo when you test as I had the same problem with mine and it had something to do with the feed holes being mis spaced , changing rolls sorted it out but obviously yours is more hardware than problem with the rolls.

 

[Davek0974]

I was going to say are you using the same label roll each time in the dymo when you test as I had the same problem with mine and it had something to do with the feed holes being mis spaced , changing rolls sorted it out but obviously yours is more hardware than problem with the rolls.

The same batch yes, that's a good point, I will take the roll from my working test device and try that before pulling it all out and burning it in the carpark

 

[Davek0974]

well, this was an exercise in stupidity :redface:

It's the label product itself

All the office label printers use Genuine Dymo 99010 labels, my test one had a roll of 99012 labels in it, these are identical apart from being 5mm taller.

I put my roll into the problem device and it worked perfectly, so i took a roll out of another users' printer and it failed in this one!

Replaced my roll and it's all happy again.

Looking at the two reels, I can see no difference at all, the inter-label holes are identical and the black stripes match up perfectly.

Makes no sense at all.

We will order the larger label and simply complain when or if they fail again.

Thanks for the tips everyone.