MP4000 not printing images in citrix

[teebee1234]

	Quote:			Originally Posted by msaeger
	Pretty much when I called the hotline as soon as they hear they are using the driver for a different model the call stops there and they say call back when you have the right driver installed. Also they can not use many of the features of the MFP with the wrong driver so they should really install it.

'Nuff said....Seriously, now is the time to start billing for your wasted time.

[KenB]

You can get the CTI Downloader from Cyrion Technologies 2009

The guy who wrote (and supports it) used to work for Lanier, so there is some functionality in it geared specifically toward Ricoh products.

"Cyrtech" stands for "Cyrion Technologies", and the ".de" means he's in Germany.

There are also some good, useful technical documents there, as well.

I also found out (when I went to check my PC for Windows 7 compatibility) the report came back that while the tool currently does not work with Windows 7, it is scheduled to on or around 11.1 (that's tomorrow!). That means that he keeps up with it.

It's actually my favorite tool (along with Wireshark)!

[D_L_P]

Grrr I should make a post in rants and raves about a**hole IT guys not wanting to face the fact that it is thier problem and not the copier.

If you can print THAT PDF fine with Citrix not in the equation, then I would TOTALLY eliminate the copier (firmware/settings/HDD/etc..) and focus on Citrix. Tell him to update the Citrix client on the problem workstations, totally uninstall the driver (KM undelete utility for kyrcera/mita website is very good) and install a fresh copy.

Then have him go to C:\windows\system32\spool\printers and delete any file in there (make sure viewing hidden files is enabled so you can see the .sho files). If ther are any files in there make him feel like an dumb by tellig him deleting those files and using an undelete utility was routine maintenance on any print server, and I just ASSumed he did that .
Deleting any files in that folder and using the KM undelete utility on print servers to eliminate any orphan print driver and help files will help with the printing slow issue on any print server.

I've had numerous problems with Citrix and ALL of them have been resolved on their end. Having him update Citrix client and totally reinstalling print driver has fixed a lot of weird issues. Problems where one user could not install a print driver, you could get as far as the last "next" and the status bar moving all the way across then rolling back and giving an error. Problem where users with multiple printers switching from one printer to the other it hold settings from previous printer to the new printer (staple/duplex when u didn't ask it to). Problems one of those small reciept printers and our copier printing garbage out unless they logged out and back on before switching form one printer to the other.
Bottom line Citrix is notorious for printing issues.

[KenB]

I totally agree with all who have posted that this is an IT issue, not ours.

I really think that the wrong driver in this case may very well be the culprit; there are some HUGE differences between the MP6500 and MP6000 - very different architecture. Couple that with the persnickitiness of Citrix, and something's bound to fail somewhere.

Sometimes, though, you just need to bite your tongue and politely prove to the customer that the problem is on their side of the wire, even when you know full well that it's not...when you'd much rather say otherwise.

It's for reasons like that I use tools like CTI Downloader, Card Save, and Wireshark to graciously show where the problem lies.

It makes no sense to win the decision maker of the customer happy, but in the process make his IT guy look like a fool.

[D_L_P]

Sorry, I was thinking of all the things I'd like to say but never would to IT people, so I was a little irate when I posted. I would never recommend doing anything to alienate a customer.
That being said some IT people need a little nudge in a different direction. They get stuck when they can print fine to the little HP printer, the competitions copier, or even the exact same model down the hall but this one has the problem so it MUST be with the copier. Like some Perry Mason show where it looks real bad for his client, everything points to him being the murder, but in the end Mason clears his name.
So then your job is to use some diplomacy and work with them through the problem, which of course in the end will be on their end of the wire. Your network guy is on the ball though, suggesting they try this or that before he will even come out.

[msaeger]

Try to prove the problem is not with the MFP that's how I go with all network problems. I think I pretty much have proved there is no problem with the MFP but this guy is just totally irrational. I always try to not only prove the problem is not the MFP but also find what the problem really is. That comes from my fax days. Those phone guys just never can believe the line could be the problem. The problem with this case is I can't really do much.

[KenB]

Just something you might want to think about... the mini driver normally tends to work quite well in Citrix environments. That is what it was essentially designed for.

It carries less "overhead" than the traditional drivers do, and tends to Auto Create better, too.

I have also noticed that the properties open up much quicker, keeping the users a bit happier.

One word of caution, though. The while the mini driver is available for this model, it's not for the newest ones (like the MP6001), so please never assume that it's available for all machines.