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Thanks Ants posted:As much as I really want you to You're in luck! Bonus tale today: Ticket comes in that one of the reporters can't print from the program they use to create show scripts. There's another computer in there with the same problem, and the problem has been there for over a year. I've reinstalled the printer, reinstalled the program, reinstalled Windows, but nothing fixes it. The creator of the program offers zero support, so I'm out of ideas on it. Guess who uses that computer? If you guessed the creepy sexual harassment anchor, you'd be correct. Anyways, I go in and start looking at the reporter's computer, and creepy anchor pops his head up.  "Hey, larchesdanrew, maybe when you're done with that one, you can come get mine printing." "We've been over this, I've worked and worked and worked on that one and I cannot figure out what the problem is. I've shown you how to export the file to print from another program." "What if I told you that you have the prettiest blue eyes I've ever seen?" from literally everyone in the room.
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Sep 30, 2015 22:23
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larchesdanrew posted:You're in luck! Bonus tale today: In a minute you can see how pretty my brown eye is too.
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Sep 30, 2015 22:24
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larchesdanrew posted:
Stupid question, but is it an ip printer, or connected via usb(or god forbid serial)?
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Sep 30, 2015 22:27
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Just Offscreen posted:Stupid question, but is it an ip printer, or connected via usb(or god forbid serial)? It's networked. If anyone has any ideas that lead to a fix, I'll send you beer money. The original computer cannot print from the program, but it can print from every other program, and it affects every login on the computer. The newest computer with the issue only affects one login, cannot print from the program if you print normally, but if you do a print preview you can print from that window.
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Sep 30, 2015 22:31
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Just Offscreen posted:Stupid question, but is it an ip printer, or connected via usb(or god forbid serial)? Please be ip print server connected to it via serial.
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Sep 30, 2015 22:32
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Sounds hosed. You can ping the printer from both computers, right? Do a test print?
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Sep 30, 2015 22:32
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larchesdanrew posted:It's networked. If anyone has any ideas that lead to a fix, I'll send you beer money. The original computer cannot print from the program, but it can print from every other program, and it affects every login on the computer. The newest computer with the issue only affects one login, cannot print from the program if you print normally, but if you do a print preview you can print from that window. Try it from another account on that computer? reinstall that program?
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Sep 30, 2015 22:34
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Just Offscreen posted:Sounds hosed. You can ping the printer from both computers, right? Do a test print? Yep, like I said, both computers can print with abandon from literally any program but that particular one. GnarlyCharlie4u posted:Try it from another account on that computer? reinstall that program? Mentioned that in my original post. I've reinstalled the program, the print drivers, and even did a clean install of Windows.
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Sep 30, 2015 22:34
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Well, the only thing left to do is change what you haven't yet- replace the PC, or try that pc on a different ethernet port. And what exactly is it doing when it can't print? Is it giving you an error, hanging while trying to print, or acting like it sent the print job?
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Sep 30, 2015 22:37
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larchesdanrew posted:I remote into her computer and she sends the report to me. I get the email, and it's just a link. I click it, it opens up, everything is fine. "Printer's broke, it's not letting me scan anything and there's no PDF" Check user's mailbox, sure enough email from the Xerox scanner providing a download link, they just didn't have the foresight to actually click the drat thing. "Is the E-mail system down again? I can't send or receive any E-mails" User can receive external messages, user had misspelled recipient address 
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Sep 30, 2015 22:43
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Does the program keep settings per user (if you have to log in to the program in addition to the computer), per os account, or per computer? If you have a system where it's printing for some people, but not others, there might be some configuration difference between them. On the semi-functional system, can it print if you make a new account? It sounds like it's not a driver, os, or connectivity problem, but a "software is dumb" problem. Also: Just Offscreen posted:And what exactly is it doing when it can't print? Is it giving you an error, hanging while trying to print, or acting like it sent the print job?
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Sep 30, 2015 22:46
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larchesdanrew posted:Yep, like I said, both computers can print with abandon from literally any program but that particular one. Does a PDF printer work?
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Sep 30, 2015 22:47
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Super Slash posted:"Printer's broke, it's not letting me scan anything and there's no PDF" I need to craft some sort of troubleshooting rubric with levels of "shits hosed." And then whatever the user says, just dial it back two or three levels. "My computer won't do anything" will translate to "Sometimes it takes Outlook a few extra seconds to open" or really anything that isn't "computer isn't doing anything" OB_Juan posted:Does the program keep settings per user (if you have to log in to the program in addition to the computer), per os account, or per computer? If you have a system where it's printing for some people, but not others, there might be some configuration difference between them. The program loads settings from a server using the domain login. When you click print, it just flashes its normal "we're printing this" box for a second and acts like everything is kosher, but nothing ever goes to the printer. Setting to a PDF printer does the same thing, or any other printer on the network. I'm going to sit down all day tomorrow and try to figure it out. A Frosty Witch fucked around with this message at 22:50 on Sep 30, 2015 |
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Sep 30, 2015 22:47
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Thanks Ants posted:As much as I really want you to Don't worry, even when Larches finally  (notice I said when, not if, hint hint), someone else will emerge and start bringing great stories. These threads have always had one person or another with a neverending supply of  stories, and when they got new jobs someone else has always stepped up to fill the void.
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Sep 30, 2015 22:49
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After Dick Trauma, blackswordca and Larchesandrew, who will be the bearer of the cross?
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Sep 30, 2015 22:50
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I had a teacher call in twice today, and both times immediately hand off to a student so I could teach them how to do a thing. I figure if I'm actively teaching students now, I should at least get a teacher's salary and benefits package, but I don't think that will fly.
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Sep 30, 2015 22:54
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GreenNight posted:In a minute you can see how pretty my brown eye is too. I don't even have blue eyes
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Sep 30, 2015 22:57
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larchesdanrew posted:The program loads settings from a server using the domain login. When you click print, it just flashes its normal "we're printing this" box for a second and acts like everything is kosher, but nothing ever goes to the printer. Setting to a PDF printer does the same thing, or any other printer on the network. Yeah, then my only guess without knowing anything about The Program would be "settings are hosed for some accounts but not others". Which is admittedly, not overly helpful.
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Sep 30, 2015 22:59
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spankmeister posted:After Dick Trauma, blackswordca and Larchesandrew, who will be the bearer of the cross? Do not forget the Father of Tickets, Midelne and his Tales of Rod...  <ICO>
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Sep 30, 2015 23:00
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OB_Juan posted:Yeah, then my only guess without knowing anything about The Program would be "settings are hosed for some accounts but not others". Which is admittedly, not overly helpful. You literally know as much about this program as I do. It's really, really outdated, and there is no documentation or support for it. We have three different servers labelled as having to do with it, but I cannot get supervisor to show me how it all interacts. I know enough about it to help get the graphics system connected, but anything else is me poking around in it. It doesn't even have menus to access settings. It's a complete loving mystery to me.
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Sep 30, 2015 23:02
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spankmeister posted:After Dick Trauma, blackswordca and Larchesandrew, who will be the bearer of the cross? Sometimes I think me, but considering my job is straight-up 8:30-5:30 and I never ever have to do on-call, things aren't that bad.
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Sep 30, 2015 23:04
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larchesdanrew posted:I don't even have blue eyes Isn't this the dude who is basically a blind sonuvabitch and trying to cover it up by accusing y'all of keeping the lights low?
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Sep 30, 2015 23:07
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larchesdanrew posted:You literally know as much about this program as I do. It's really, really outdated, and there is no documentation or support for it. We have three different servers labelled as having to do with it, but I cannot get supervisor to show me how it all interacts. I know enough about it to help get the graphics system connected, but anything else is me poking around in it. It doesn't even have menus to access settings. Uuuuuugh lovely black box you HAVE to support. Uuuuugh. Congrats on editing an ini file by hand with no docs. Does supervisor even know how it all works? If so, super lovely not to explain it. Maybe escalate all related tickets to them until they get tired of it and pass the info to you?
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Sep 30, 2015 23:08
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OB_Juan posted:Uuuuuugh lovely black box you HAVE to support. Uuuuugh. Congrats on editing an ini file by hand with no docs. Does supervisor even know how it all works? If so, super lovely not to explain it. Maybe escalate all related tickets to them until they get tired of it and pass the info to you? Also it probably increases the size of Larches' liver.
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Sep 30, 2015 23:18
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larchesdanrew posted:The program loads settings from a server using the domain login. When you click print, it just flashes its normal "we're printing this" box for a second and acts like everything is kosher, but nothing ever goes to the printer. Setting to a PDF printer does the same thing, or any other printer on the network. This sounds a lot like the request is being recieved properly, but not sent out to the correct place, or recieved by it. When in doubt, the CE probably sabotaged it. Is there firewall bullshit that could be set to interfere with this one specific application, and/or the possibility that the settings file on the server are corrupt somehow?
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Oct 1, 2015 00:10
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TheParadigm posted:This sounds a lot like the request is being recieved properly, but not sent out to the correct place, or recieved by it. Both may be likely. We keep firewalls turned off altogether and in all my years of searching I've never found the mythical settings files. It's all cryptic bullshit proprietary files. A Frosty Witch fucked around with this message at 00:31 on Oct 1, 2015 |
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Oct 1, 2015 00:20
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larchesdanrew posted:You literally know as much about this program as I do. It's really, really outdated, and there is no documentation or support for it. We have three different servers labelled as having to do with it, but I cannot get supervisor to show me how it all interacts. I know enough about it to help get the graphics system connected, but anything else is me poking around in it. It doesn't even have menus to access settings. Sounds like some profile based network printing poo poo where it's not actually printing (thing) from the PC you're on, but it's doing it from the black box servers instead. And the user profiles are probably somehow involved in this fuckery with bad settings but who knows if they're in a database table, an xml file, plain text somewhere, etc.
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Oct 1, 2015 00:26
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Zero VGS posted:That's not true, they're simply sending an email using a guessed internal email as the "sender" and their own email as the "reply-to" in the header. I've encountered these where the foreign e-mail came during an e-mail conversation. You'd be an idiot not to take the precaution that one person in the chain has their account compromised and investigate thoroughly.
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Oct 1, 2015 01:01
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larchesdanrew posted:You literally know as much about this program as I do. It's really, really outdated, and there is no documentation or support for it. We have three different servers labelled as having to do with it, but I cannot get supervisor to show me how it all interacts. I know enough about it to help get the graphics system connected, but anything else is me poking around in it. It doesn't even have menus to access settings. Could there be some settings in the registry? HKEY_LOCAL_MACHINE if it's the same behaviour across all users on a system? Compare anything you find against the other machine that behaves differently. If no dice, get Wireshark running on the servers and PCs to monitor and compare traffic.
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Oct 1, 2015 01:39
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These are all good ideas. Thanks for the ideas. I'm pretty confident about tomorrow, except the fact that I'll be working next to rapey anchor the whole time.
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Oct 1, 2015 01:50
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A clean OS install has already been tried, so registry and anything local is likely a blind alley. Can it print to a file? Also, seconding "escalation to" the CE. Make sure to keep reminding those users that you've talked to him about it, and that you don't have access otherwise you'd be happy to help vOv Send them an occasional email reminding them that you're still looking into their issue, and that you've eliminated local issues, so server analysis is the next step. Make sure to cc the ce
JosephSkunk fucked around with this message at 02:13 on Oct 1, 2015 |
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Oct 1, 2015 02:10
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For the people who have been trying to join the LinkedIn group, have you been able to get approved in or are you pending? There's a "new people" post so please say hi.
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Oct 1, 2015 02:39
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I'm still pending, but I made it into the ticketmaster group  Also I've apparently been pending my college's alumni group since 2010.
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Oct 1, 2015 02:42
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larchesdanrew posted:I'm still pending, but I made it into the ticketmaster group Same.
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Oct 1, 2015 03:05
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I'm still pending as well, but my profile doesn't really have many goony indicators other than a link to my github profile with a few apps I did for the small app thread.
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Oct 1, 2015 03:07
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Ok, I'll see if I can get myself promoted to a group admin or something.
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Oct 1, 2015 03:11
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larchesdanrew posted:Both may be likely. We keep firewalls turned off altogether and in all my years of searching I've never found the mythical settings files. It's all cryptic bullshit proprietary files. Wireshark is your forever friend. Use it with reckless abandon whenever possible, especially for bullshit like this. poo poo, even netstat should give you an idea of if it's even communicating with the printer/print server.
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Oct 1, 2015 03:18
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larchesdanrew posted:These are all good ideas. Thanks for the ideas. I'm pretty confident about tomorrow, except the fact that I'll be working next to rapey anchor the whole time. Something else to try if the program is an older program or something equally kludgy is to try redirecting the network printer to an LPT port. NET USE LPT1 \\server\shared_printer alternately use Printfil to capture PRN: or LPT1-9 forward it to USB or other printers (When a network printer is installed, it typically creates a printer port of "Standard TCP/IP port" type. Some programs stumble over that and automatically dump their job to LPT1 without any error checking. You could shove the networked printer into LPT1 and spoof the job into thinking LPT1 is still local instead of a networked device.)
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Oct 1, 2015 03:21
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larchesdanrew posted:
Oh god this gave me the dry heaves.
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Oct 1, 2015 04:31
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larchesdanrew posted:Ticket comes in that one of the reporters can't print from the program they use to create show scripts. There's another computer in there with the same problem, and the problem has been there for over a year. I've reinstalled the printer, reinstalled the program, reinstalled Windows, but nothing fixes it. The creator of the program offers zero support, so I'm out of ideas on it. Guess who uses that computer? If you guessed the creepy sexual harassment anchor, you'd be correct. have have you tried printing?
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Oct 1, 2015 06:01
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