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]

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.

[teebee1234]

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.