HP All-in-one printers disappearing when there are changes in the network status

Discussion in 'Windows Vista Networking' started by mlai, Jun 13, 2007.

Page 1 of 3
  1. mlai

    mlai Guest

    Hi,
    Just wondering if anybody has seen this problem. HP claims that they
    have not seen this problem (despite I have reported it before...)

    I have a Photosmart C6180 installed on my network. Under XP, everything
    seems to work fine. However, on my Vista x64 machines, the printer and fax
    seems to disappear when there are changes in the network status (for
    example, resuming from suspend, and disabling and r-enabling the network
    interfaces, even when the interfaces being changed does not connect to the
    printer). I would get a Vista error saying that the HP Network Printer
    Services has stopped responding and then after this happens, I have a very
    good chance that the C6180 printer and fax will disappear from my list of
    printers on the machine.

    When this happens, the only way is to run the HP software (which I
    downloaded from the web for Vista x64) and add a new printer from there.

    Has anyone seen this before? Is there a fix?

    Many thanks.

    PS. Called local HP and their tech support gave me the stupid response of
    "We don't know. Maybe don't suspend your computer?". I have a laptop
    running the software, idiot......
     
    mlai, Jun 13, 2007
    #1

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  2. mlai

    Ken Zhao [MSFT] Guest

    Hello,

    Thank you for using newsgroup!

    From your post, please help us confirm the following questions so that we
    can narrow down the issue:
    1. HP Photosmart C6180 is attached to a Windows XP machine?
    2. Does the issue only occur on this HP printer?
    3. Does the issue only occur on Windows Vista x64 client?

    Thanks & Regards,

    Ken Zhao

    Microsoft Online Support
    Microsoft Global Technical Support Center

    Get Secure! - www.microsoft.com/security <http://www.microsoft.com/security>
    ====================================================
    When responding to posts, please "Reply to Group" via your newsreader so
    that others may learn and benefit from your issue.
    ====================================================
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    --------------------
    | From: "mlai" <>
    | Subject: HP All-in-one printers disappearing when there are changes in
    the network status
    | Date: Wed, 13 Jun 2007 09:33:13 +0800
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    | Newsgroups:
    microsoft.public.windows.vista.networking_sharing,microsoft.public.windows.v
    ista.print_fax_scan
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    microsoft.public.windows.vista.networking_sharing:9473
    | X-Tomcat-NG: microsoft.public.windows.vista.networking_sharing
    |
    | Hi,
    | Just wondering if anybody has seen this problem. HP claims that they
    | have not seen this problem (despite I have reported it before...)
    |
    | I have a Photosmart C6180 installed on my network. Under XP, everything
    | seems to work fine. However, on my Vista x64 machines, the printer and
    fax
    | seems to disappear when there are changes in the network status (for
    | example, resuming from suspend, and disabling and r-enabling the network
    | interfaces, even when the interfaces being changed does not connect to
    the
    | printer). I would get a Vista error saying that the HP Network Printer
    | Services has stopped responding and then after this happens, I have a
    very
    | good chance that the C6180 printer and fax will disappear from my list of
    | printers on the machine.
    |
    | When this happens, the only way is to run the HP software (which I
    | downloaded from the web for Vista x64) and add a new printer from there.
    |
    | Has anyone seen this before? Is there a fix?
    |
    | Many thanks.
    |
    | PS. Called local HP and their tech support gave me the stupid response of
    | "We don't know. Maybe don't suspend your computer?". I have a laptop
    | running the software, idiot......
    |
    |
    |
     
    Ken Zhao [MSFT], Jun 13, 2007
    #2

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  3. mlai

    mlai Guest

    1. HP Photosmart C6180 is attached to the LAN via ethernet. There is a XP
    machine (laptop) on the LAN which has the HP software for XP installed and
    that has not experienced the error or disappearance of the C6180 printer and
    fax when network status changes.

    2. Only one HP printer on my machine. However, there is a fax server
    (SBS2003) on the network and that does not suffer from such problem. Then
    again, it doesn't need so much software to make it work in the first place.

    3. I have only tried it on Vista x64 machines. I will try on a Vista x86
    laptop next.

     
    mlai, Jun 13, 2007
    #3
  4. mlai

    mlai Guest

    OK. Just tested on a laptop with Vista x86 Business. It also happens on
    that machine. HP Network Printing Service will fail which causes the Host
    Process service (or something like that) to fail, which in one case also
    caused the HP Digital Image Monitor to fail.

    So yes, it happens on both x64 and x86.

     
    mlai, Jun 13, 2007
    #4
  5. mlai

    Ken Zhao [MSFT] Guest

    Hello,

    Thank you for using newsgroup!

    Please understand we have no this printer to make a test. Therefore, I am
    not sure if the issue is related to the hardware device. I still recommend
    you contact HP support to see if they have any information about this issue.

    Thanks & Regards,

    Ken Zhao

    Microsoft Online Support
    Microsoft Global Technical Support Center

    Get Secure! - www.microsoft.com/security <http://www.microsoft.com/security>
    ====================================================
    When responding to posts, please "Reply to Group" via your newsreader so
    that others may learn and benefit from your issue.
    ====================================================
    This posting is provided "AS IS" with no warranties, and confers no rights.





    --------------------
    | From: "mlai" <>
    | References: <>
    <>
    <e69Ls$>
    | Subject: Re: HP All-in-one printers disappearing when there are changes
    in the network status
    | Date: Wed, 13 Jun 2007 20:51:21 +0800
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    | Newsgroups: microsoft.public.windows.vista.networking_sharing
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    microsoft.public.windows.vista.networking_sharing:9490
    | X-Tomcat-NG: microsoft.public.windows.vista.networking_sharing
    |
    | OK. Just tested on a laptop with Vista x86 Business. It also happens on
    | that machine. HP Network Printing Service will fail which causes the
    Host
    | Process service (or something like that) to fail, which in one case also
    | caused the HP Digital Image Monitor to fail.
    |
    | So yes, it happens on both x64 and x86.
    |
    | | > 1. HP Photosmart C6180 is attached to the LAN via ethernet. There is
    a
    | > XP machine (laptop) on the LAN which has the HP software for XP
    installed
    | > and that has not experienced the error or disappearance of the C6180
    | > printer and fax when network status changes.
    | >
    | > 2. Only one HP printer on my machine. However, there is a fax server
    | > (SBS2003) on the network and that does not suffer from such problem.
    Then
    | > again, it doesn't need so much software to make it work in the first
    | > place.
    | >
    | > 3. I have only tried it on Vista x64 machines. I will try on a Vista
    x86
    | > laptop next.
    | >
    | > | >> Hello,
    | >>
    | >> Thank you for using newsgroup!
    | >>
    | >> From your post, please help us confirm the following questions so that
    we
    | >> can narrow down the issue:
    | >> 1. HP Photosmart C6180 is attached to a Windows XP machine?
    | >> 2. Does the issue only occur on this HP printer?
    | >> 3. Does the issue only occur on Windows Vista x64 client?
    | >>
    | >> Thanks & Regards,
    | >>
    | >> Ken Zhao
    | >>
    | >> Microsoft Online Support
    | >> Microsoft Global Technical Support Center
    | >>
    | >> Get Secure! - www.microsoft.com/security
    | >> <http://www.microsoft.com/security>
    | >> ====================================================
    | >> When responding to posts, please "Reply to Group" via your newsreader
    so
    | >> that others may learn and benefit from your issue.
    | >> ====================================================
    | >> This posting is provided "AS IS" with no warranties, and confers no
    | >> rights.
    | >>
    | >>
    | >>
    | >>
    | >> --------------------
    | >> | From: "mlai" <>
    | >> | Subject: HP All-in-one printers disappearing when there are changes
    in
    | >> the network status
    | >> | Date: Wed, 13 Jun 2007 09:33:13 +0800
    | >> | Lines: 1
    | >> | MIME-Version: 1.0
    | >> | Content-Type: text/plain;
    | >> | format=flowed;
    | >> | charset="iso-8859-1";
    | >> | reply-type=original
    | >> | Content-Transfer-Encoding: 7bit
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    | >> | X-MSMail-Priority: Normal
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    | >> | X-Newsreader: Microsoft Windows Live Mail 12.0.1184
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    | >> | Message-ID: <>
    | >> | Newsgroups:
    | >>
    microsoft.public.windows.vista.networking_sharing,microsoft.public.windows.v
    | >> ista.print_fax_scan
    | >> | NNTP-Posting-Host: 202.60.230.247.static.cyberec.com 202.60.230.247
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    TK2MSFTNGHUB02.phx.gbl!TK2MSFTNGP01.phx.gbl!TK2MSFTNGP06.phx.gbl
    | >> | Xref: TK2MSFTNGHUB02.phx.gbl
    | >> microsoft.public.windows.vista.print_fax_scan:3350
    | >> microsoft.public.windows.vista.networking_sharing:9473
    | >> | X-Tomcat-NG: microsoft.public.windows.vista.networking_sharing
    | >> |
    | >> | Hi,
    | >> | Just wondering if anybody has seen this problem. HP claims that
    | >> they
    | >> | have not seen this problem (despite I have reported it before...)
    | >> |
    | >> | I have a Photosmart C6180 installed on my network. Under XP,
    | >> everything
    | >> | seems to work fine. However, on my Vista x64 machines, the printer
    and
    | >> fax
    | >> | seems to disappear when there are changes in the network status (for
    | >> | example, resuming from suspend, and disabling and r-enabling the
    | >> network
    | >> | interfaces, even when the interfaces being changed does not connect
    to
    | >> the
    | >> | printer). I would get a Vista error saying that the HP Network
    Printer
    | >> | Services has stopped responding and then after this happens, I have a
    | >> very
    | >> | good chance that the C6180 printer and fax will disappear from my
    list
    | >> of
    | >> | printers on the machine.
    | >> |
    | >> | When this happens, the only way is to run the HP software (which I
    | >> | downloaded from the web for Vista x64) and add a new printer from
    | >> there.
    | >> |
    | >> | Has anyone seen this before? Is there a fix?
    | >> |
    | >> | Many thanks.
    | >> |
    | >> | PS. Called local HP and their tech support gave me the stupid
    response
    | >> of
    | >> | "We don't know. Maybe don't suspend your computer?". I have a
    laptop
    | >> | running the software, idiot......
    | >> |
    | >> |
    | >> |
    | >>
    |
     
    Ken Zhao [MSFT], Jun 14, 2007
    #5
  6. mlai

    mlai Guest

    I have already contacted them and got escalated to one of their higher level
    support engineer. He claims that they have not seen this (right. 100%
    occurance on all my machines) and they will not even look at a fix until
    Vista SP1 comes out.

    So much for buying from Microsoft Partners.

     
    mlai, Jun 15, 2007
    #6
  7. mlai

    Surago Guest

    I have this problem also, my setup is as follows....

    HP C5180 Printer connected to DLink DSL-G604T Wireless modem router
    via Cat 5 cable. Vista Home Basic Laptop (Dell Inspiron 6400)
    connected via Wireless.

    Every couple of days the Printer Driver for the C5180 completely
    dissappears from the laptop machine and needs to be re-installed.
    Once the driver/software for the printer is re-installed everything
    works fine for another couple of days, and then the same thing occurs.

    I am continuing to troubleshoot this problem (much to the displeasure
    of my client), but hope to find a solution soon, else something will
    be thrown out the window. :)
     
    Surago, Jun 16, 2007
    #7
  8. mlai

    Surago Guest

    Further Note...

    One suggestion i have found on the web is to ensure the Printer is not
    running with a DHCP assigned IP Address. I have just checked and
    confirm that both the printer and the laptop are running with Static
    IP Addresses, yet i still have the same problem. :(

    Cheers

    Surago.
     
    Surago, Jun 16, 2007
    #8
  9. mlai

    Ken Zhao [MSFT] Guest

    Thanks for Surago's experience sharing here.

    Thanks & Regards,

    Ken Zhao

    Microsoft Online Support
    Microsoft Global Technical Support Center

    Get Secure! - www.microsoft.com/security <http://www.microsoft.com/security>
    ====================================================
    When responding to posts, please "Reply to Group" via your newsreader so
    that others may learn and benefit from your issue.
    ====================================================
    This posting is provided "AS IS" with no warranties, and confers no rights.





    --------------------
    | From: Surago <>
    | Newsgroups: microsoft.public.windows.vista.networking_sharing
    | Subject: Re: HP All-in-one printers disappearing when there are changes
    in the network status
    | Date: Fri, 15 Jun 2007 19:20:56 -0700
    | Organization: http://groups.google.com
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    microsoft.public.windows.vista.networking_sharing:9668
    | X-Tomcat-NG: microsoft.public.windows.vista.networking_sharing
    |
    | Further Note...
    |
    | One suggestion i have found on the web is to ensure the Printer is not
    | running with a DHCP assigned IP Address. I have just checked and
    | confirm that both the printer and the laptop are running with Static
    | IP Addresses, yet i still have the same problem. :(
    |
    | Cheers
    |
    | Surago.
    |
    |
     
    Ken Zhao [MSFT], Jun 18, 2007
    #9
  10. mlai

    Marus Van Sand Guest

    Same problem as mlai and others with my C6180 and Vista.
    HP points a finger at Microsoft and vice versa.
    Nothing happens.
    Nice support...

    Marus Van Sand

     
    Marus Van Sand, Jun 18, 2007
    #10
  11. mlai

    mlai Guest

    This problem is related to a crash of the HPSLPSVC service which caused a
    DEP violation. HP is aware of it and their solution is for you to turn of
    DEP. It is like saying "our software has a bug and will not work with
    anti-virus softwares so you should disable your av software....."

    Just ridiculous!

    And they claim that this is a Microsoft problem and we should contact
    Microsoft......

    My chat with an online HP tech:

    Jerome: Hello Marshall.
    Jerome: Welcome to HP Total care for All-in-one products. My name is Jerome.
    How may I help you today?
    Marshall Lai: I am running Vista x64 and x86 in my home and am having
    problems with my HP c6180 software when resuming from sleep.
    Marshall Lai: Seems that the HPSLPSVC keeps on causing DEP violations on
    resume from S3.
    Jerome: I will help you with this,please elaborate your issue, so that I can
    assist you better?
    Marshall Lai: HPSLPSVC causes a DEP violation in Vista (both x64 and x86)
    when resuming from S3.
    Marshall Lai: Typical event log:
    Marshall Lai: Faulting application svchost.exe_HPSLPSVC, version
    6.0.6000.16386, time stamp 0x4549b5f5, faulting module hpslpsvc64.dll,
    version 82.0.173.0, time stamp 0x457ce186, exception code 0xc0000005, fault
    offset 0x00000000000550ad, process id 0xc60, application start time
    0x01c7b196eff7584c.
    Marshall Lai: And this will cause the printer to disappear from the computer
    and will have to be added back in via running the installation software
    Jerome: I understan your concern.
    Marshall Lai: I have searched on the web and seems that other people running
    vista and have HP network printers on their network are experiencing the
    same problem.
    Jerome: Please give me few minutes so that I can go through the mssage.
    Jerome: Let us perform few steps to disable DEP.
    Jerome: Here arae the steps:
    Jerome: Disable DEP in Vista:

    1. Click Start
    2. Click All Programs
    3. Click Accessories
    4. Right Click on Command Prompt
    5. Left click on Run as Administrator
    6. Click the Allow button if it asks you for permission
    Jerome: Please perform the above steps and let me know I will provide you
    further steps.
    Marshall Lai: I really don't want to disable DEP globally in Vista.
    Marshall Lai: One has to be crasy to do that. Also, in Vista x64, you cannot
    disable DEP anyway.
    Jerome: Marshall,I suggest you to contact Microsoft they will help you with
    this.
    Marshall Lai: Microsoft suggested me to contact HP as it is an HP service
    that causes the DEP violation.
    Jerome: Marshall if we disable the DEP it will be resolve.
    Jerome: So I suggest you to disable the DEP by following the above steps.
    Marshall Lai: It is like saying: The software has a problem with your
    anti-virus software and you should disable your anti-virus software.
    Marshall Lai: Will you be having a fix or will this be a requirement to
    running your softwares?
     
    mlai, Jun 19, 2007
    #11
  12. mlai

    Kathi Johnston Guest

    I have an HP Officejet 7410 AIO (wireless network printer). I am having the
    same problem. I have 4 networked machines. 3 XPs, 1 Vista Home Premium
    (Dell 1705 laptop-Vista was factory installed). The Vista machine keeps
    losing the printer. It's no where to be found. But you can't reinstall the
    drivers (which I've conveniently left on my desktop as I've needed them so
    often), as HP detects that they are there (somewhere). You have to uninstall
    the drivers to get to reinstall the drivers, just to get the printer back.
    It's time consuming and annoying. You don't look for the drivers UNLESS you
    are trying to print.

    Any help would be great.

    Thanks,
    Kathi
     
    Kathi Johnston, Jun 19, 2007
    #12
  13. mlai

    Alan Morris [MSFT] Guest

    Is the printer located in the registry?

    HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Print\Printers

    Are the printers local devices targeting the network card on the printer or
    are these connections to a machine sharing the printers.

    When you install the inbox driver for this device, does it also get removed?

    When you say HP detects that they are there, do you mean the printers? Do
    you know what application is detecting the printers? If HP has software
    that detects printers who knows what they might do if the printer is no
    longer detected.

    --
    Alan Morris
    Windows Printing Team
    Search the Microsoft Knowledge Base here:
    http://support.microsoft.com/default.aspx?scid=fh;[ln];kbhowto

    This posting is provided "AS IS" with no warranties, and confers no rights.
     
    Alan Morris [MSFT], Jun 19, 2007
    #13
  14. mlai

    Kathi Johnston Guest

    Alan: thanks for responding. I know at this time the HP 7410 is not missing
    in the registry key you specified. It may go away when I lose the printer,
    but I just reinstalled the drivers for umteenth time yesterday.

    No I am going across the network to print. (I think that is what you mean),
    I am not printing to the HP 7410 printer located ON another computer.

    Not sure what you mean by inbox drivers.

    What happens is I go to print, the printer is gone in my list of choices to
    print to. I go through control panels to see if the printer is there. It's
    not of course. When I go to reinstall the drivers, the HP software gives me
    the option to either uninstall or add features. I have to uninstall before I
    can then RE install the drivers.

    I know it's not a network issue (then again I had a lot of trouble going
    through Norton Anti Virus to get my XP machines and Vista Machine to talk and
    share), because when I do reinstall the drivers the printer is immediately
    detected

    Thanks Alan!
    Kathi




     
    Kathi Johnston, Jun 19, 2007
    #14
  15. mlai

    Alan Morris [MSFT] Guest

    This sounds more like an authentication issue. I am pretty sure the printer
    is still resident in the spooler, but your user account no longer has access
    so you can enumerate it when opening the printers folder.

    Does printmanagement.msc exist on your machine? If it does launch this and
    see is the printer is listed? It sounds like you are using an XP driver.
    HP does have a Vista driver for download for this device but the duplex
    feature does not work as expected. HP gave me a fix for that.



    --
    Alan Morris
    Windows Printing Team
    Search the Microsoft Knowledge Base here:
    http://support.microsoft.com/default.aspx?scid=fh;[ln];kbhowto

    This posting is provided "AS IS" with no warranties, and confers no rights.

     
    Alan Morris [MSFT], Jun 20, 2007
    #15
  16. mlai

    Kathi Johnston Guest

    Isn't authentication something Novell uses? I'm just using file sharing
    through my local network, and have the machines going through my linksys
    router. I do not use a login to access my machine. My user account is the
    admin.

    printmanagement.msc is not resident anywhere on my machine that I can find
    (I did an advanced search).

    Kathi


     
    Kathi Johnston, Jun 21, 2007
    #16
  17. mlai

    Rob Baxmann Guest

    Re install you hp drivers then goto computer management services. Scroll
    down to "HP CUE DeviceDiscovery Service" and disable it.
     
    Rob Baxmann, Jun 22, 2007
    #17
  18. mlai

    mlai Guest

    No authentication is needed to access my 6310 either. It can disappear when
    the network status changes (resuming from suspend, disabling one of the
    other NIC that is not connecting to the printer, disabling Bluetooth PAN....
    etc) Just very very annoying to the point of insanity.....

     
    mlai, Jul 3, 2007
    #18
  19. mlai

    mlai Guest

    Been there. Done that. No help.

     
    mlai, Jul 3, 2007
    #19
  20. mlai

    Ken Zhao [MSFT] Guest

    Hello,

    Have you any updates from HP after escalated your question?

    Thanks & Regards,

    Ken Zhao

    Microsoft Online Support
    Microsoft Global Technical Support Center

    Get Secure! - www.microsoft.com/security <http://www.microsoft.com/security>
    ====================================================
    When responding to posts, please "Reply to Group" via your newsreader so
    that others may learn and benefit from your issue.
    ====================================================
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    | From: ("Ken Zhao [MSFT]")
    | Organization: Microsoft
    | Date: Mon, 18 Jun 2007 09:58:06 GMT
    | Subject: Re: HP All-in-one printers disappearing when there are changes
    in the network status
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    | Xref: TK2MSFTNGHUB02.phx.gbl
    microsoft.public.windows.vista.networking_sharing:9771
    | NNTP-Posting-Host: TOMCATIMPORT1 10.201.218.122
    |
    | Thanks for Surago's experience sharing here.
    |
    | Thanks & Regards,
    |
    | Ken Zhao
    |
    | Microsoft Online Support
    | Microsoft Global Technical Support Center
    |
    | Get Secure! - www.microsoft.com/security
    <http://www.microsoft.com/security>
    | ====================================================
    | When responding to posts, please "Reply to Group" via your newsreader so
    | that others may learn and benefit from your issue.
    | ====================================================
    | This posting is provided "AS IS" with no warranties, and confers no
    rights.
    |
    |
    |
    |
    |
    | --------------------
    | | From: Surago <>
    | | Newsgroups: microsoft.public.windows.vista.networking_sharing
    | | Subject: Re: HP All-in-one printers disappearing when there are changes
    | in the network status
    | | Date: Fri, 15 Jun 2007 19:20:56 -0700
    | | Organization: http://groups.google.com
    | | Lines: 11
    | | Message-ID: <>
    | | References: <>
    | | <>
    | | <e69Ls$>
    | | <>
    | | <>
    | | <>
    | | <>
    | | NNTP-Posting-Host: 203.118.157.44
    | | Mime-Version: 1.0
    | | Content-Type: text/plain; charset="us-ascii"
    | | X-Trace: posting.google.com 1181960457 8133 127.0.0.1 (16 Jun 2007
    | 02:20:57 GMT)
    | | X-Complaints-To:
    | | NNTP-Posting-Date: Sat, 16 Jun 2007 02:20:57 +0000 (UTC)
    | | In-Reply-To: <>
    | | User-Agent: G2/1.0
    | | X-HTTP-UserAgent: Mozilla/4.0 (compatible; MSIE 7.0; Windows NT 6.0;
    | WOW64; SLCC1; .NET CLR 2.0.50727; .NET CLR 3.0.04506; Media Center PC
    5.0;
    | InfoPath.2),gzip(gfe),gzip(gfe)
    | | X-HTTP-Via: 1.1 FIREFLY
    | | Complaints-To:
    | | Injection-Info: a26g2000pre.googlegroups.com;
    posting-host=203.118.157.44;
    | | posting-account=n2CcGw0AAAD460daumeuwDtCTCo-6Atm
    | | Bytes: 2024
    | | Path:
    |
    TK2MSFTNGHUB02.phx.gbl!TK2MSFTNGP01.phx.gbl!TK2MSFTFEEDS01.phx.gbl!newsfeed0
    |
    0.sul.t-online.de!t-online.de!border2.nntp.dca.giganews.com!nntp.giganews.co
    |
    m!out04a.usenetserver.com!news.usenetserver.com!in02.usenetserver.com!news.u
    |
    senetserver.com!postnews.google.com!a26g2000pre.googlegroups.com!not-for-mai
    | l
    | | Xref: TK2MSFTNGHUB02.phx.gbl
    | microsoft.public.windows.vista.networking_sharing:9668
    | | X-Tomcat-NG: microsoft.public.windows.vista.networking_sharing
    | |
    | | Further Note...
    | |
    | | One suggestion i have found on the web is to ensure the Printer is not
    | | running with a DHCP assigned IP Address. I have just checked and
    | | confirm that both the printer and the laptop are running with Static
    | | IP Addresses, yet i still have the same problem. :(
    | |
    | | Cheers
    | |
    | | Surago.
    | |
    | |
    |
    |
     
    Ken Zhao [MSFT], Jul 4, 2007
    #20

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