MP4000 not printing images in citrix

[msaeger]

I have a Customer that has a bunch of locations and a off site IT department (Sunrise senior living if anyone else has one)

They have a MP4000, problem is when they print PDF's from Citrix it is very slow and does not print the images only the text. If I print outside of the Citrix client on the same PC it prints quickly and correctly. So problem solved right it has to be something with Citrix.

Well this IT guy just does not want to listen, tells me no other location is having a problem, and it has to be something I can fix.

Firmware has been updated more than once I can't change anything on the PC side so I don't even know what else they want me to do.

This account was sold by a dealer from another state and we just get to service it. Also today tried to call and talk to the account rep well they quit and the account has been handed over to someone who sounds like they are going to be pretty much zero help in anyway.

So tomorrow I am going to look at it again and probably just update the firmware again. I just wanna see if anyone has something to try before I tell our office they need to find someone smarter than me.

[Jules Winfield]

Try installing a basic HP driver (like the 5Si, for example) for use with Citrix and see if that helps. If the IT guy isn't willing to at least try that, then just tell him to go f- himself.

[stephend]

	Quote:			Originally Posted by msaeger
	They have a MP4000, problem is when they print PDF's from Citrix it is very slow and does not print the images only the text. If I print outside of the Citrix client on the same PC it prints quickly and correctly. So problem solved right it has to be something with Citrix. .

It's PS option installed on this machine? You mentioned PDF printing problem through Citrix. Under Citrix just PDF's are printed slow or any files are causing same problems. Citrix Metaframe it's just a interface that allows users to access their applications they have at work from anywhere in the world.
Normally users should be able to run their applications, including printing as fast as if they are in their office.
Problems could appear when on the host computer (the computer at work that is the host for the applications) or on the Citrix Server a print driver is not properly installed or is not the right driver for the machine used in the remote location.
Honestly, I can tell you that you went beyond your duty as a copier technician and the rest should be handled by the customer IT guys...but as all we know they avoid any extra work and they will blame on the MFP...
Good luck in convincing them...and if they have any concerns...tell them to study the Citrix documentation

[imaginemoko]

if the IT guy says there no problem on other site then He should know what configuration was installed there... as mention above perahps the Host Pc has a problem connecting to Cetrix server or vice versa.... good luck..

[nmfaxman]

Have them print as image.

[Fearless V K]

Try a different driver or printer language.

[msaeger]

I made the guy with more acronyms go out there and he told the guy the same thing as me. You need to use the right driver before we will even try and do anything else. So supposedly he is going to install the right driver. I don't really think that will fix it but it's something.

We can't really change anything as far as the computer goes the off site admin guy has to do it. If we could change it the problem would be fixed already

[nmfaxman]

Tell him it will work best with the PS option installed.
Increase the retail price by 150% and deal with his BS.
Now you have been paid for your work.
Otherwise tell him to kiss off and ask for his boss.
He is being lazy and uncooperative.
Your work ends at the NIC in the machine. This is a COURTESY to make it work on his outdated system.
Manufacturer only supports what is listed in the specs.

[KenB]

If you're familiar with CTI Downloader, you can use your PC to capture the data getting to the MFP.

You can then use the PCL viewing utility within CTI Downloader (or any other PCL viewer) to clearly demonstrate that the MFP is faithfully producing what it is being sent.

Don't get too confident when you do this, though. I can think of nothing worse than finding out that the MFP actually is the issue. You may want to try this, shall we say, quietly?

Please feel free to PM or email me if you have any questions or issues.

[msaeger]

I will check out CTI downloader it sounds interesting even if not for this case.
I am not familiar with it got a link ? Google is giving me lots of things that do not sound like what you are describing.

I did not mention in the original post that they are using the PCL MP5500 driver not the MP5000 driver.

We can print using the PCL MP5500 driver to it from acrobat from my pc and the users pc with no issue but when the user prints from within the citrix client on the same pc the print job stalls or very slowly prints missing images. I don't see how it could be the MFP but they can prove me wrong

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. I don't think it will fix the problem but it get us moving. The guy with more acronyms got through to a person higher than the IT guy so he is finally going to just install the right driver so we'll see what happens after that.