Technical issue wrongly posted in introduction

[biko76]

As my introduction stated my computer problem originally began as a printing issue with a notification that printer is offline. I followed all HP's tutorials to fix this but have been unsuccessful. Because of this problem I originally contacted hp online support for a solution but was routed to a different web site for help. After speaking to a tech and allowing him to access my computer and conduct a cmd prompt, I was unfortunately informed that my laptop could crash at any moment because of corrupted files and applications. The rep stated the only way athese problems could be fixed is through use of a credit card, which I do not even own. Because my pc knowledge is limited I will post this introduction in the hope of getting some of these critical issues solved and my computer healthy again.

 

I am currently running windows 7 home premium with a hp deskjet 4580 printer/scanner

 

Thank you once again for your time and allowing me to repost this question...

 

 

Biko

[Starbuck]

Hi biko76 and welcome

 

The rep stated the only way athese problems could be fixed is through use of a credit card, which I do not even own.

I'd say it's a good job you don't own a credit card then.

This may just be a driver issue, have you downloaded the latest drivers for your printer?

 

Take a look here for Win7 32bit Operating system.

http://h10025.www1.hp.com/ewfrf/wc/softwareCategory?os=4062&lc=en&cc=gb&dlc=en&sw_lang=&product=3944758#N191

 

or here for Win7 64bit Operating System.

http://h10025.www1.hp.com/ewfrf/wc/softwareCategory?os=4063&lc=en&cc=gb&dlc=en&sw_lang=&product=3944758

 

Once we have established that you have the latest driver and what version of Win7 (32 or 64bit) you are running, we may be able to help further.

[biko76]

Thank you for responding Starbuck.

 

I downloaded the driver that you recomended without any results. I am operating Win7 64bit with an all in one hp deskjet F4580 attached to my laptop by USB. The constant problem that i'm facing with the printer is the items i'm trying to print remain in queue with a message stating the printer is "offline". I went into printer properties and unchecked the "printer offline" box and still cannot print with a message "document in queue" everytime I attempt to print. I also noticed that when I plug the USB cable into the laptop windows does not recognize it and it has malfunctioned.

 

After following all hp tutorials I called customer support and was led to a web site named "Team viewer". The tech did a CMD prompt and typed in "tree". After all the information scrolled on screen he typed another cmd at the bottom of the tree page. A few of the items that listed next had a few icons next to them that the tech stated could crash my computer at any moment. Of course he then asked for my credit card and I had to decline further support as I dont own one.

 

Additionally, the tech did one more system check that stated my computer was running slowly and further advised me that the free version of Avira antivirus is causing big problems.

 

I really dont feel that the computer is running horribly slow or that Avira is causing problems, but my technical knowledge is very limited in this matter and any further advice is greatly appreciated.

[RandyL]

There is a lot of information here Can't Print? Print Jobs are Stuck in the Print Queue including offline issues, videos and even a printer diagnostic program. There is a good chance one or a combination of these solutions will work. It's a very good page.

[Starbuck]

Let's try and nail this down somehow:

Have you always had this problem with the printer?

Did it work before Win7 SP1 was installed?

Have you tried the printer on another system?

If so.... what Operating System was installed on that PC?

 

For what it's worth, i've had dealings with HP support before and it's a terrible company.

How a company like that can charge to try and sort out a problem with their own products, is beyond me.

 

If the page given by RandyL doesn't help, just answer the questions i posted and we'll try and narrow things down for you.

[biko76]

I did attempt what Randyl suggested but had no success. I had this problem once before and deleted the printer and reinstalled it which only lasted a few days and returned.

 

This is a very new problem that i'm having so i'm not sure that it is related to the SP1 installation, although i cant say that for sure as I dont know when SP1 was updated on my laptop.

 

I have never been able to try the printer on another computer as this is the only one that I have access to. I can say that the printer is only a few months old, maybe 3 or 4 with the problem just beginning a few weeks ago for the first time.

 

I hope I answered all of your questions and thank you for your help once again.

[Starbuck]

Hi biko76,

 

i'm not sure that it is related to the SP1 installation, although i cant say that for sure as I dont know when SP1 was updated on my laptop.

It's easy enough to find out.

 

Click Start >> Control Panel >> Programs

on the next page under Programs and Features click on View Installed Updates

Under the Microsoft Windows section you should see:

Service Pack for Microsoft Windows (KB976932)

The column at the end will tell you the date it was installed.

Does this date coincide with the start of your problem?

 

SP1 has had a few issues on some systems and with some installed programs, i'm just trying to rule out a problem caused by the SP1 install.

Once that's ruled out we can start to look else where.

[biko76]

That is correct Starbuck, service pack was installed on 7-12-2011 which does coincide with the problems i'm having.

[Plastic Nev]

Hi Biko,

Have you got the Windows updates all installed since the service pack 1 was installed, I ask that as some of the gremlins have been sorted with the updates.

If you have got them all installed and there is still problems, if you go back to the installed updates page, as a last resort you can uninstall the service pack. However, leave that till Starbuck gets back, he may know of other tricks that I don't.

 

Nev.

[Starbuck]

Hi Biko,

 

service pack was installed on 7-12-2011 which does coincide with the problems i'm having.

At least now we have somewhere to start looking.

 

Have you got the Windows updates all installed since the service pack 1 was installed, I ask that as some of the gremlins have been sorted with the updates.

That makes good sense, do you have automatic updates turned on?

The thing is some of the gremlins may have been addressed by what M$ call 'optional' updates.... do you install the 'Optional' updates as well?

 

I'm actually away at the moment and have limited internet access.

When i'm back to normal on Tuesday i'll have more time to search for an answer..

[biko76]

I installed all windows updates including the optional ones and my printer still will not print. When I plug the usb cable into my computer it states that windows does not recognize the device. I deleted the printer and reinstalled with no results.

 

Thank you,

Biko