PrintWhere® Support
Frequently Asked Questions
Troubleshooting
Frequently Asked Questions
Why do I need PrintWhere to print?
Currently, your desktop computer can print to a local printer connected to your computer or a remote printer existing on your network. PrintWhere enables your desktop to communicate with printers over the Internet using a printing standard called Internet Printing Protocol (IPP). You become part of the global network of printers, which allows you to print anywhere.
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How do I install PrintWhere?
It's easy. Go to the PrintWhere download page,
and click the Download button. Select the
option to run the file from its current location (which will start the
installation), or save it to disk.
If you save the program, once the download is complete, locate
the file in Windows Explorer and double-click on it. This will start the installation.
A series of screens will guide you through the process.
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Where is my PrintWhere software stored?
The downloaded file containing the PrintWhere software is stored wherever you choose to save it. If you choose to run the file automatically, the file is stored in your computer's Temp folder. Once the file is unpacked, the print software is stored on your computer's hard drive, in the system folder.
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Which operating systems are supported?
At this time, PrintWhere is available for Windows XP and Windows 2000.
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How do I upgrade PrintWhere?
There are three starting points for upgrading PrintWhere:
- When prompted by PrintWhere's automatic upgrade alert, click Yes.
- From the About tab in PrintWhere, click Upgrade now!
- From the PrintWhere download page click the Download button.
Upgrading follows the same steps as when you first
downloaded PrintWhere. You do not have to
uninstall the old version of PrintWhere.
To determine what version of PrintWhere you have
and what version is available, open the About tab in PrintWhere, by either:
- From your Windows application, click File > Print > PrintWhere > Properties > About.
- From your Windows Start menu, click Printers > PrintWhere > (right-click) Printing Preferences > About.
Below
the license information, the About tab displays your version of PrintWhere, as well as a link to upgrade if there is a more current version available at our web site.
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How do I remove PrintWhere from my computer?
If you are upgrading PrintWhere, you do not need to remove your current version.
If you wish to remove PrintWhere completely from your computer:
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From the Control Panel of your computer, double click Add/Remove Programs.
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Select PrintWhere from the list of available programs.
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Click Add/Remove.
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Follow the InstallShield instructions to complete the uninstall.
PrintWhere is removed from your computer.
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How do I print a document using PrintWhere?
Once you have installed PrintWhere, open the Choose a Printer window to find and set your printer (you can even choose a local printer). Then, simply print from your Windows application directly to printers anywhere:
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Open the  Choose a Printer window from your task bar, Start menu, or desktop.
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From the Choose a Printer window, search for or choose a remote or local printer and click the printer name to select the printer. Select from your History of recently used printers, a printer Discovered on your network, or find a printer by Keyword search or Advanced search.
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When you are ready to print a document, choose Print from the application as you normally would.
For details, see How it works or click the Help button in PrintWhere to open the help file.
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What type of encryption security does PrintWhere offer?
PrinterOn uses public-key encryption, a cryptographic system that uses two keys --
a public key known to everyone and a private or secret key known only to the recipient
of the message. When John wants to send a secure message to Jane, he uses Jane's
public key to encrypt the message. Jane then uses her private key to decrypt it.
An important element of the public key system is that only the public key can be
used to encrypt messages and only the corresponding private key can be used to decrypt
them. Moreover, it is virtually impossible to deduce the private key if you know
the public key. Public-key systems are becoming popular for transmitting information
via the Internet. They are extremely secure and relatively simple to use.
PrintWhere will send encrypted print requests only to Print Delivery Station servers that have the encryption setting enabled.
The encryption scheme uses an RSA keypair with a 2048-bit private key and a 1024-bit public key.
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Troubleshooting
Why is my document being held in the PrintWhere router but will not print?
There can be a number of reasons for your print request being held up in the
PrintWhere router.
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If there are problems with the destination printer, the message "Session
lost" will appear in the % Sent column of PrintWhere Router. The router will
make 25 attempts to print the document. If communication fails, you must resend
the entire print job once communication is reestablished.
You can send the print job at another time by closing the router window and
clicking No when asked to delete unsent print jobs. Any unsent print jobs
will automatically be sent when you restart your computer.
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There may be a "manual feed" print job in progress that has not completed
or terminated properly. An error message such as "Printing cancelled could
not connect to printer... Print Data Generator 058" is displayed, or in the
absence of an error message, the print job will hang in the PW Router window.
To solve this problem, the printer must be cleared of the "manual feed" print
job. Consult the printer manufacturer documentation for details related to
manual feed mode.
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A print request in legal/letter size sent to a printer, following
a request in non-legal/letter size, does not print.
Cause:
If a prior print request to the printer has been formatted for
non-legal/letter size, the printer would hold that job for manual intervention.
Since PrintWhere print requests are processed in chronological order, the printer
will be unavailable until the previous job has been dealt with manually.
Resolution:
Contact the printer owner/administrator to have the non-legal/letter print request
cleared from the print queue.
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Why isn't the printer I select added to the Printer tab?
When you add printers to the Printer tab of PrintWhere (by clicking the link in the Printer Details page after a printer search), some network configurations with proxy servers may block this communication and prevent the printer address from being added.
For users with Internet Explorer 3.X, which does not support ActiveX, PrintWhere will use port 9100, 9101 or 9102 to communicate with the PrinterOn web site. If a proxy server prevents your PC from communicating with the PrinterOn web site, you can type the printer address directly into the Printer Address field of PrintWhere. (File > Print > Internet PrintWhere > Properties).
You can also select a printer from your Most Recently Used (MRU) list, which stores your last 10 printer addresses.
For users with Internet Explorer 4.0 and higher, PrintWhere uses ActiveX to communicate with the PrinterOn web site. The ActiveX control should not be affected by any proxy servers.
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Why do large print jobs fail to print?
When printing large files or multiple copies of a file, the printer may experience an overflow in its buffer or memory. The printer accepts the print job, but fails to print it. PrintWhere is not made aware of such circumstances.
To prevent this, break your print job into smaller pieces printing only a few pages at a time. Or, if you have access to the printer, increase the buffer space or memory in the printer.
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Why is the text incorrectly formatted when printing from Adobe Acrobat Reader 4.00?
There are documented rendering issues associated with Adobe Acrobat Reader 4.00. This is an Adobe Reader problem, not a PrintWhere issue.
A new version of Acrobat Reader is available from the Adobe web site.
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Why does my Excel 97 document print to my default printer instead of my internet printer?
This is a know Microsoft bug (Knowledge Base Q174080). Your print job may get printed to the default printer when the settings of the default printer are changed or
when a printer other than the default printer is selected.
Two workarounds exist:
- Select a different printer in the Name box, and then select the printer you actually want to use
or
- Set Internet Printing as the default.
For more information, go to:
http://support.microsoft.com/support/kb/articles/Q174/0/80.
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Why does my color Word file print in black and white?
Some legacy Word documents (perhaps Word 6.0) printed from Word 97 with PrintWhere print in black and white even though the documents contain color and they are being sent to color printers.
This is a compatibility issue restricted to legacy Word documents and Word 97, and does not occur with new documents in Word 97, or with legacy documents in Word 2000.
To work around this issue, Select All in your original document and Copy and Paste the document contents into a new, blank Word 97 document. Save and print the new document.
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Why does printing of certain PDF files in Imagenation fail?
Printing a variety of PDF files with Imagenation 6.21 through PrintWhere may be unsuccessful. The failure is due to Imagenation allocating 200MB of memory and the memory manager can't handle it.
This is a documented Imagenation 6.21 issue and cannot be corrected through PrintWhere.
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Why do I get a "system semaphore" or "cannot find the file specified" errors when using PrintWhere?
When an Internet connection is attempted by PrintWhere and is unsuccessful, one of two messages may display: "Cannot create another system semaphore" OR "The system cannot find the file specified"
The cause of these error messages is that the "Work Offline" option is enabled in your browser.
To enable Work Online in Internet Explorer:
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Open IE
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Click File > Work Offline (remove the check mark).
If you click on the Find a Printer button in the PrintWhere properties window when Work Offline is enabled in Internet Explorer, an IE browser dialog box may open with the message: “The web page you requested is not available Offline. To view this page click Connect.
To enable Work Online in Netscape:
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Open Netscape
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Click File > Offline > Work Online
If you click on the Find a Printer button in the PrintWhere properties window when Work Offline is enabled in Netscape, a Netscape warning message may open: “Netscape was unable to connect to the network because you are offline. To reconnect, choose Offline from the File menu and select Work Online.
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Why am I unable to Install PrintWhere Due to Insufficient User Permissions?
APPLIES TO:
PrintWhere version: Any
OS: Windows NT, 2000
SYMPTOMS:
Upon installation of PrintWhere, a user receives any one of the following error
messages:
a) Setup failed to launch installation engine. No such interface supported
b) Error installing ikernel.exe: (0x800)
c) Installation cannot continue. You must have administrator access to install
PrintWhere
.
CAUSE:
The PrintWhere installation is assisted with a product called InstallShield.
(www.installshield.com)
Currently, PrintWhere incorporates InstallShield version 6. According to InstallShield's
website, any program that is assisted with InstallShield 6 must be installed
by a user with Administrator Privileges.
For more information on troubleshooting InstallShield installation issues,
please visit the following web page:
InstallShield Support
RESOLUTION:
To install PrintWhere:
1) Have your system administrator give you local administrative permissions
on your machine. (Preferable)
2) Have your system administrator install PrintWhere, and select the printer
that you will be using.*
*With this work-around, you may run into a problem when you select a printer
that you wish to print to. A data generator is automatically downloaded the
first time you select a printer of a certain model, and some files need to be
installed. If you do not have sufficient rights on your machine, you may run
into a problem installing this Data Generator.
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Why doesn't PrintWhere Appear in the Excel Print Dialog Box?
In Excel 97 and 2000, sometimes when you try to print your workbook, PrintWhere does not appear in the Name box in the Print dialog box. However, PrintWhere does appear in the Print dialog box in other Office programs.
This is a documented Microsoft Excel bug that occurs with printers in general, and is not due to PrintWhere. For further information and suggested workarounds refer to the Microsoft web site (refer to article ID: Q211391):
The following article also describes this bug:
http://www.microsoft.com/mspress/books/sampchap/3846b.asp
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Why do multiple instances of IE open and freeze the computer when downloading a print driver?
APPLIES TO:
PrintWhere 1.x
Internet Explorer 5.0, 5.5
SYPMTOMS:
When trying to download a Print Data Generator (printer driver) from the PrinterOn web site, multiple instances of Internet Explorer open. This uses all the system resources and the computer freezes. A reboot is required to free the computer.
CAUSE:
- A - If IE 5.5 is configured to use a proxy automatic configuration (PAC) file, IE may incorrectly send a CONNECT request to the Web server after receiving a 302 redirect from an HTTPS server.
- B - Under certain circumstances IE caches the proxy server and returns that cached proxy server instead of the server in the else branch of the code.
RESOLUTION:
- A - Reset the proxy server setting in Internet Explorer (Internet Explorer > Tools > Internet Options > Connections > Lan Settings)
Uncheck the Use a proxy server checkbox.
Note: This is a work-around only. Some users may require a proxy server. In that case, the solution in B would be more appropriate.
- B - Upgrade your Internet Explorer to version 6.0, or add Service Pack 2 to your existing IE 5.5. That will resolve this problem with the proxy automatic configuration (PAC) file.
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Why is the last printer name removed from my list of printers?
Applies to:
- All operating systems
- PrintWhere 1.x
- All applications
Symptoms:
The user adds a new printer to the printer list in the Internet PrintWhere Properties window, and the printer name at the bottom of the list is removed.
Cause:
There is a limit of ten printer names that can be displayed in the drop-down list in the Internet PrintWhere Properties window. If the user adds a printer, and that brings the total number of printer names over the limit, the last printer name in the list is removed.
Resolution:
To prevent a particular printer name from being removed, it can be moved to the top of the list. This is done by selecting a printer in the drop-down list (in the Internet PrintWhere Properties window), which moves that printer to the top of the list. When a new printer is added, the previously selected printer will not be removed since it is at the top of the list. If a printer name has been removed and the user wants to print to it, it can be added again by the same process that was used originally: that is, by using the "Find a Printer" button or by typing the printer name (Printer ID) into the Printer Address text box and clicking the 'Verify' button.
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Why won't PowerPoint print multiple copies using PrintWhere?
APPLIES TO:
PrintWhere 1.x
All OS
Microsoft PowerPoint 97/2000
SYMPTOMS:
PowerPoint will not print multiple copies of a print job when you specify the number of copies in the printer's (OEM driver) properties window (accessed from the Internet PrintWhere Properties window).
CAUSE:
This is an undocumented problem with Microsoft PowerPoint and has nothing to do with the operation of PrintWhere. This same problem occurs when using a networked printer (without PrintWhere).
RESOLUTION:
Specify the number of copies in the main Print dialog window (File > Print > Copies).
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Why does PrintWhere not update the Comment field when you switch printers using Excel?
APPLIES TO:
- PrintWhere 1.x
- Microsoft Excel 97/2000
- All OS
- All printers
SYMPTOMS:
The Comment field in the Print dialog window (File > Print) is not updated after you change printers using the Internet PrintWhere Properties dialog window (File > Print > select "Internet PrintWhere" > Properties).
CAUSE:
Current versions of PrintWhere do not support the updating of the Comment field in Excel.
RESOLUTION:
After changing printers in the Internet PrintWhere Properties dialog window, close the Print window, or send your print job, and reopen the Print window. The Comment field will be updated, reflecting the printer change.
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Why cant I use the Quick Sets option in PrintWhere?
APPLIES TO:
- PrintWhere 1.x
- All OS
- All printers
SYMPTOMS:
When you select the Quick Sets option (File > Print > select "Internet PrintWhere" > Properties > Properties > Quick Sets), you cannot save your settings. The save button is dimmed or the saved selection is temporary.
CAUSE:
PrintWhere does not currently support the Quick Sets feature.
RESOLUTION:
Currently, there is no resolution to this issue.
Why does PrintWhere open with error messages?
APPLIES TO:
- PrintWhere 1.x
- All printers
SYMPTOMS:
The Internet PrintWhere Properties window opens with error messages following a PrintWhere failure (crash).
CAUSE:
This situation is caused by a PrintWhere failure. You cannot reliably use PrintWhere following a application failure.
RESOLUTION:
After a failure of PrintWhere, reboot the machine before using PrintWhere again.
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Why is the page limit exceeded when printing all linked documents in an HTML document?
APPLIES TO:
SYMPTOMS:
When printing an HTML document to a printer with a page limit, enabling the "Print all linked documents" option in the browser's Print dialog may cause the total number of output pages to exceed the preset limit.
CAUSE:
PrintWhere considers each linked document to be a separate print job. The output for a single print job for a linked document may be less than, or equal to the page limit, but the total number of pages printed may exceed the printer's page limit.
RESOLUTION:
Currently there is no resolution to this issue. To obey the preset page limit, turn off the option to print all linked documents.
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Why does my document from Microsoft Photo Editor go to the wrong printer?
APPLIES TO:
- Microsoft Photo Editor 3.01
- PrintWhere
SYMPTOMS:
PrintWhere sends a document to the wrong printer.
CAUSE:
This occurs if you add and print to a new printer in PrintWhere when using Microsoft Photo Editor (Click File>Print>Properties and Find a Printer or enter a new Printer Address). The document is sent to another printer that is in your Printers folder. This occurs only for the first print, and subsequent prints go to the correct printer.
This Microsoft Photo Editor 3.01 bug occurs whether this software was installed using Micosoft Office 2000 SR-1, with or without the Service Pack 2 upgrade Q272383.
RESOLUTION:
If you already have the PrintWhere Properties window open in Microsoft Photo Editor:
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Add the printer to PrintWhere.
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Close Microsoft Photo Editor.
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Open the image in MPE again.
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Print.
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Why does Print to file not work?
APPLIES TO:
- PrintWhere 1.x
- MS Word 2000, MS Excel 2000, Internet Explorer 6, Acrobat Reader and PowerPoint.
SYMPTOMS:
When "Print to file" is checked, the document is still sent to a printer.
CAUSE:
PrintWhere does not support "Print to file". Normally, if you check this box in the application's Print dialog when PrintWhere is your selected printer, the following message is displayed: "PWC1032: Print to 'FILE:' not supported by PrintWhere." With the listed applications, however, PrintWhere does not display the message and the document is sent to the selected printer as though "Print to file" was not selected.
RESOLUTION:
Currently, there is no resolution to this issue. Do not select "Print to file" when using PrintWhere.
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Why does QuatroPro hang (freeze)?
APPLIES TO:
- PrintWhere 1.x
- QuatroPro (OS: 9x, ME)
SYMPTOMS:
QuatroPro sometimes hangs (freezes) when printing with PrintWhere.
CAUSE:
When the QuatroPro View is 'Page' or ''Page Break', this application may hang.
RESOLUTION:
Change the current QuatroPro View to Draft (View > Draft) and try printing with PrintWhere again.
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