How JustAnswer Works:

  • Ask an Expert
    Experts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional Answer
    Via email, text message, or notification as you wait on our site.
    Ask follow up questions if you need to.
  • 100% Satisfaction Guarantee
    Rate the answer you receive.

Ask Jerry Hannell Your Own Question

Jerry Hannell
Jerry Hannell, Computer Support Specialist
Category: Computer
Satisfied Customers: 8189
Experience:  Experience in Windows environment. ASP, Visual Basic, Ajax
14934061
Type Your Computer Question Here...
Jerry Hannell is online now
A new question is answered every 9 seconds

I am running WP X5 on a Windows 7 platform. I have two printers;

Resolved Question:

I am running WP X5 on a Windows 7 platform. I have two printers; an HP LaserJet P1006 and a Cannon MP210. This system has been working fine together for quite a while. But last week a document got hung up in WP somewhere before it reached my printer queues. Okay, let me try to make some better sense of that last remark. I can send documents to either of my printers and havethem print just fine - except when I try to print from a WP document, then I get a document that is not the one I have just scheduled to print. I get a document that I last sent to either printer over a week ago. It is a WP document that I had to cancel the printing of the last time it was printed.
Submitted: 1 year ago.
Category: Computer
Expert:  Jerry Hannell replied 1 year ago.

XXXXX XXXXXnell :

hello sir/madam

Customer:

Good morning.

XXXXX XXXXXnell :

good morning,

Customer:

Ma'am will work just fine!!!!

XXXXX XXXXXnell :

can you click your start button,

XXXXX XXXXXnell :

and then,

XXXXX XXXXXnell :

go to all programs > accessories >


 

XXXXX XXXXXnell :

and then RIGHT CLICK on "command prompt" and then select: Run as admin

XXXXX XXXXXnell :

it will open a black (dos) box

XXXXX XXXXXnell :

when you see it, please let me know (we will enter a command there)

Customer:

I must be having a very 'dense' morning because when I click on my "programs" option after clicking on the 'start' button I cannot find a "command prompt" option.

XXXXX XXXXXnell :

after going to all programs, do you have accessories ?

Customer:

I think that the "dos" box shows up immediately at the bottom of my screen when I click on the "start" button. Is that where you need me to type a prompt of some kind?

XXXXX XXXXXnell :

it should be started in admin mode, let's try again

XXXXX XXXXXnell :

can you click your start button. do you see programs and then accessories ?

Customer:

Found it!

Customer:

Am where you needed me to be.

XXXXX XXXXXnell :

ok, let's continue

XXXXX XXXXXnell :

can you type this carefully:

XXXXX XXXXXnell :

net stop spooler

XXXXX XXXXXnell :

and press enter. what happens? (what do you see on the screen?)

Customer:

system error 5 has occurred

XXXXX XXXXXnell :

can you close the dos box,

XXXXX XXXXXnell :

go to accessories again

XXXXX XXXXXnell :

and right click on command prompt, and select: "run as administrator"

Customer:

now I have the message ... 'run' is not recognized as an internal or external command, operable program or batch file.

XXXXX XXXXXnell :

do you see the "command prompt" icon ? (in accessories )

Customer:

Yes. I am entering the commands you are giving me into the "Command Prompt" screen.

XXXXX XXXXXnell :

can you right click on the command prompt icon, do you see an option like "run as administrator" ?

Customer:

Yep, got it

XXXXX XXXXXnell :

can you select it

XXXXX XXXXXnell :

it will open the dos box in admin mode

Customer:

Yep. I am not showing this prompt: "c:\Windows\system32\"

XXXXX XXXXXnell :

yes

XXXXX XXXXXnell :

now can you type

XXXXX XXXXXnell :

net stop spooler

Customer:

Being told that the printer service has been stopped.

XXXXX XXXXXnell :

yes

XXXXX XXXXXnell :

now,

XXXXX XXXXXnell :

can you click your start button, go to SEARCH bar at bottom

XXXXX XXXXXnell :

and type this:

XXXXX XXXXXnell :

%SystemRoot%\System32\spool\printers

XXXXX XXXXXnell :

and press enter. it opened a folder?

Customer:

yes

XXXXX XXXXXnell :

in the folder, do you have files ?

Customer:

yes

XXXXX XXXXXnell :

can you delete them

Customer:

Had 2 file folders....was allowed to delete 1 of them.

XXXXX XXXXXnell :

can you try to delete the other one too

Customer:

I am offered a 'delete' option but it does not go away when I choose that option!

XXXXX XXXXXnell :

can you press your CTRL+A

XXXXX XXXXXnell :

it selects the file?

XXXXX XXXXXnell :

which options do you see ?

Customer:

When I try to open that folder - or when I try to highlight it I get this message, " Windows cannot find 'C:\Windows\Sustem32\spool\PRINTERS'. Make sure you typed the name correctly, and then try again. "

XXXXX XXXXXnell :

ok, now can you go back to the dos box

XXXXX XXXXXnell :

and type

XXXXX XXXXXnell :

net start spooler

XXXXX XXXXXnell :

and press enter. what happens ?

Customer:

I can open the folder though.

Customer:

I am told that the spooler has started successfully.

XXXXX XXXXXnell :

yes

XXXXX XXXXXnell :

now can you try to print something

Customer:

From both printers......both are still printing the "hung up" document!

XXXXX XXXXXnell :

can you go to dosbox again

Customer:

ok

XXXXX XXXXXnell :

please type net stop spooler

XXXXX XXXXXnell :

and press enter

Customer:

stopped again

XXXXX XXXXXnell :

now please type this

XXXXX XXXXXnell :

del /q %SystemRoot%\System32\spool\printers\*.*

XXXXX XXXXXnell :

there is a space between del and /q

XXXXX XXXXXnell :

also /q and %system..

Customer:

I am brought back to the original prompt only

XXXXX XXXXXnell :

yes, it deleted the hang-up document

XXXXX XXXXXnell :

now can you type

XXXXX XXXXXnell :

net start spooler

Customer:

restarted

XXXXX XXXXXnell :

now can you try to print

Customer:

Still printing hung up document - both printers

XXXXX XXXXXnell :

does this happen when you try to print with wp?

Customer:

It happens **only** when I am trying to print from WP. I can print from a 'text' file or MS Word just fine!

XXXXX XXXXXnell :

after we stopped the spooler and restarted again, did you restart your wp too?


 

XXXXX XXXXXnell :

(can you close your wp and open it again, and try to print something)

Customer:

nope. Will do.

XXXXX XXXXXnell :

waiting

Customer:

still getting hung document

XXXXX XXXXXnell :

can you do this: Reset WordPerfect's printing settings. In WordPerfect, click "File," select "Print," and choose "Main." Click "Application default" under Settings. Click "Edit Settings" and choose "Restore."

Customer:

did I scare you away?!

XXXXX XXXXXnell :

can you do this: Reset WordPerfect's printing settings. In WordPerfect, click "File," select "Print," and choose "Main." Click "Application default" under Settings. Click "Edit Settings" and choose "Restore."


Customer:

sorry...I did not see your reply!

XXXXX XXXXXnell :

no problem, let's try to "restore" your printing preferences

Customer:

did that....turned WP off & back on....still getting hung document when I print

XXXXX XXXXXnell :

can you click your start button, go to printers section

XXXXX XXXXXnell :

do you see the icon of your printer there ?

Customer:

icons for both printers there

XXXXX XXXXXnell :

we can delete them and reinstall. probably this will fix the problem

Customer:

Did that yesterday with the HP.

XXXXX XXXXXnell :

do you have the cd/dvd of your printers? (if you don't have, we can redownload from internet)

Customer:

Need to do it again?

XXXXX XXXXXnell :

did you try it with the other printer?

Customer:

did not mess with the Cannon yesterday...but both are still printing the wrong document!

XXXXX XXXXXnell :

can you double click your printer icon

XXXXX XXXXXnell :

do you see the printing window?

XXXXX XXXXXnell :

do you see any documents in it ?

XXXXX XXXXXnell :

(documents to be printed)

XXXXX XXXXXnell :

or, is it empty

Customer:

there are no documents waiting in either of the printers' printer queues!

XXXXX XXXXXnell :

can you open a new document in wp, and write something and then save it on your desktop

XXXXX XXXXXnell :

when done, please close your wp

XXXXX XXXXXnell :

when done, please let me know

Customer:

Okay

XXXXX XXXXXnell :

now do you see the wp document on your desktop ?

XXXXX XXXXXnell :

can you double click on it, and it will open your document. and can you try to print it

Customer:

not from my desk top as I save every thing to an external hard drive.

XXXXX XXXXXnell :

ok, can you double click from your external hd


 

Customer:

However, I can (and did) open the new document from there and I am still getting that hung up document.

XXXXX XXXXXnell :

did you try to reinstall your wp ?

Customer:

yes

Customer:

that was my first attempt to fix the problem!!!

XXXXX XXXXXnell :

after printing the hangup document, wp prints the real document that you want to print ?

Customer:

no.....I do not ever get the wanted document

Customer:

when I am printing a WP document

XXXXX XXXXXnell :

can you click your start button, go to SEARCH bar

XXXXX XXXXXnell :

type this

XXXXX XXXXXnell :

%appdata%

XXXXX XXXXXnell :

and press enter

XXXXX XXXXXnell :

it will open a folder. when you are in that folder, please let me know

Customer:

ok

Customer:

it says "roaming"

Customer:

that folder is open

XXXXX XXXXXnell :

yes, can you go back to the parent folder, you should be in this folder:


\appdata\

XXXXX XXXXXnell :

(just go one folder up)

XXXXX XXXXXnell :

instead of \appdata\roaming, you need to open \appdata\

Customer:

sorry, I do not find an option for the 'parent' folder

XXXXX XXXXXnell :

which folder are you in exactly now ?

XXXXX XXXXXnell :

(can you copy& paste here)

Customer:

never mind....I was being dense. I am at the appdata folder now.

XXXXX XXXXXnell :

now, can you find this:

XXXXX XXXXXnell :

\Corel\

XXXXX XXXXXnell :

(folder)

XXXXX XXXXXnell :

do you see it?

XXXXX XXXXXnell :

under that folder, there must be another folder called PerfectExpert. do you see it too ?

Customer:

at "AppData" I see the following folders: Local LocalGoogle LocalLow Roaming

Customer:

Do not see "corel

XXXXX XXXXXnell :

can you open local

XXXXX XXXXXnell :

and then go to corel

XXXXX XXXXXnell :

and then go to perfectexpert

Customer:

Ah.....in Roaming I find "Corel"

XXXXX XXXXXnell :

let's try it

XXXXX XXXXXnell :

after opening corel, do you see perfectexpert ?

XXXXX XXXXXnell :

(folder)

Customer:

yes

XXXXX XXXXXnell :

now do you see 15 ?

Customer:

yes

XXXXX XXXXXnell :

and then there must be a the "EN" folder do you see it too ?

Customer:

yes

XXXXX XXXXXnell :

and then: Custom WP Templates

XXXXX XXXXXnell :

now do you see a file called "WP15US.WPT" ?

Customer:

I see the WP15US without the ".WPT" file extension

XXXXX XXXXXnell :

can you rename it to ABC

XXXXX XXXXXnell :

(right click > rename)

XXXXX XXXXXnell :

and then type ABC and press enter

XXXXX XXXXXnell :

while doing this please make sure wp is closed

Customer:

done and WP is closed

XXXXX XXXXXnell :

now, to confirm, can you check if you have a WP15US file in the folder

XXXXX XXXXXnell :

if you don't have it, please let me know

Customer:

not theree

XXXXX XXXXXnell :

ok, now can you open your wp

XXXXX XXXXXnell :

and try to print something

Customer:

sorry......still getting that hung up document.

XXXXX XXXXXnell :

can you close wp and go to Custom WP Templates folder again

XXXXX XXXXXnell :

how many files do you see there ?

Customer:

There is an "XML" folder, a document titled "_autotmp.wpx", 23 other files listed

XXXXX XXXXXnell :

can you delete all of them (if something goes wrong we can restore them from recycle bin)

Customer:

Okay .... done.

XXXXX XXXXXnell :

now can you open wp and try to print somethign

XXXXX XXXXXnell :

something

Customer:

still getting that hung up document!

XXXXX XXXXXnell :

your printer finishes printing the hang up document? (how many pages does it print? )

Customer:

It prints on copy each time

Customer:

"one"

XXXXX XXXXXnell :

can you print something and then go to printers section and check the documents printing. (double click its icon)

XXXXX XXXXXnell :

do you see the hangup document there ?

Customer:

I see only one document showing in the print queue

XXXXX XXXXXnell :

it should be the hang up document

XXXXX XXXXXnell :

can you right click on it and stop it

XXXXX XXXXXnell :

(remove & delete )

Customer:

done

XXXXX XXXXXnell :

now can you print something

Customer:

Okay...this time I chose a 2-page document to print. Still only got the one page of the hung up document!

XXXXX XXXXXnell :

can you click your start button go to SEARCH Bar, and type this: msconfig

XXXXX XXXXXnell :

and press enter.

XXXXX XXXXXnell :

it will open your configuration editor

XXXXX XXXXXnell :

when you are there, please let me know

Customer:

there

XXXXX XXXXXnell :

can you go to startup tab. do you see "disable all" button ?

Customer:

yep

XXXXX XXXXXnell :

can you press it , and press apply,

Customer:

done

XXXXX XXXXXnell :

and then go to SERVICES tab. do you see "hide microsoft services" checkbox at bottom ?

Customer:

yep

XXXXX XXXXXnell :

can you check it, and press disable all, and press apply

Customer:

done

XXXXX XXXXXnell :

now can you press ok and restart your computer. when you come back, please open wp and try to print something

Customer:

am I not going to lose our connection if I restart?!

XXXXX XXXXXnell :

can you add this page to your favorites (bookmarks)

XXXXX XXXXXnell :

when you come back, if you open this page, we will be abel to continue

Customer:

ok

XXXXX XXXXXnell :

i will be here waiting

Customer:

I am back...... Sorry, still getting that single hung-up document!

XXXXX XXXXXnell :

another solution:

XXXXX XXXXXnell :

Remove any offline printers


When trying to initialize its print engine, WordPerfect will retrieve page definitions from all of your printers to evaluate if your printer can print the document being processed. If there are any printers that are listed as Offline or Unable to Connect, than WordPerfect might experience a delay while initializing the print engine.



  1. Browse to your Control Panel and select Printers (or Printers and Faxes)

  2. Right-Click on any printer listed as Offline or Unable to Connect

  3. Select Delete

  4. Repeat this procedure for all printers listed as Offline or Unable to Connect

XXXXX XXXXXnell :

it seems , wp is trying to print a document from a printer that is offline

XXXXX XXXXXnell :

can you go to printers section, how many printer icons do you see there ?

Customer:

All printers listed there are "online"...

Customer:

Actually the term use is "ready"!

XXXXX XXXXXnell :

normally which printer are you using to print your document from wp ?


 

Customer:

Mostly my HP LaserJet P1006, but sometimes the Cannon MP210

XXXXX XXXXXnell :

can you delete hp laserjet

XXXXX XXXXXnell :

and keep canon only

Customer:

the HP is b/w only - the Cannon is color

Customer:

I suppose I could if you can assure me we can reload it!!!!

XXXXX XXXXXnell :

yes, we can reinstall it easily

Customer:

ok

Customer:

HP printer gone

XXXXX XXXXXnell :

do you have another printers there? (other than canon)

Customer:

Yes, but I never use them.

XXXXX XXXXXnell :

can you delete them too

XXXXX XXXXXnell :

we only need to keep canon

Customer:

all gone - except the Cannon

XXXXX XXXXXnell :

ok, now can you open your wp (if it was open , please close first)

XXXXX XXXXXnell :

and then try to print something

Customer:

same document printed

XXXXX XXXXXnell :

can you close wp and open it again,

Customer:

did

XXXXX XXXXXnell :

and go to file (in wp)

Customer:

did

XXXXX XXXXXnell :

do you have "print preview" ?

Customer:

yes

XXXXX XXXXXnell :

can you go to print preview

XXXXX XXXXXnell :

what do you see ?

Customer:

in print preview I see the document I am trying to print

XXXXX XXXXXnell :

from there, can you press print

Customer:

yep and still got that document

Customer:

Even if I do a "Ctrl P" to print from the print preview screen I get that blasted document

XXXXX XXXXXnell :

can you click your start button, go to search, and type

XXXXX XXXXXnell :

%SystemRoot%\System32\spool


XXXXX XXXXXnell :

and press enter.

XXXXX XXXXXnell :

it opened a folder?

Customer:

I find 4 items listed there: a folder titled 'spool', a second folder titled "spool\PRINTERS", spoolss.dll, and spoolsv

XXXXX XXXXXnell :

can you open "printers"

XXXXX XXXXXnell :

do you have any files in it ?

Customer:

got the message that I do not have permission to go there.....chose the "give me permission" option...... folder is empty

XXXXX XXXXXnell :

do you still have that document in your harddisk as a file ?

Customer:

yes

XXXXX XXXXXnell :

can you close your wp. and rename that file (to abc for example) .. and then open wp and try to print something. wp will not be able to find that document (since we changed its name) and then wp will not be able to load it into its memory and print it


 

Customer:

I deleted the document (saved it to another format) and now I cannot print at all......the "print" option is missing from my Cannon print screen.

XXXXX XXXXXnell :

can you restart your computer

XXXXX XXXXXnell :

when you come back , please open wp

XXXXX XXXXXnell :

and try to print again

Customer:

ok

XXXXX XXXXXnell :

waiting

Customer:

Am back. As the computer came back on it "found" the HP printer and installed it. The "print" option for both printers is not showing in grey (not available) for both printers when I try to print from WP.

XXXXX XXXXXnell :

are you able to print from notepad? (or microsoft word, if you have it )

Customer:

Yes. Both

XXXXX XXXXXnell :

can you close wp. open again. go to file > print

XXXXX XXXXXnell :

it will show you a dialog box

XXXXX XXXXXnell :

do you see your printer there ?

Customer:

yes, I see both printers - but the print option is greyed out.

XXXXX XXXXXnell :

can you go to start >SEARCH

XXXXX XXXXXnell :

and type regedit

XXXXX XXXXXnell :

and press enter. it will open your registry editor. when you are there please let me know

Customer:

there

XXXXX XXXXXnell :

can you find this key

XXXXX XXXXXnell :

HKEY_CURRENT_USER\Software\Corel\PrintEngine

XXXXX XXXXXnell :

do you see 15 ?

XXXXX XXXXXnell :

(HKEY_CURRENT_USER\Software\Corel\PrintEngine\15 )

Customer:

got it

XXXXX XXXXXnell :

can you delete 15

XXXXX XXXXXnell :

(right click on 15, delete )

Customer:

done

XXXXX XXXXXnell :

now can you close regedit, and open wp

XXXXX XXXXXnell :

type some text

XXXXX XXXXXnell :

and try to print

Customer:

Hallelujah!!!!!

XXXXX XXXXXnell :

happy to hear that

Customer:

I got the document I was trying for!

XXXXX XXXXXnell :

yes

Customer:

Thank you so very much for all your time and effort, Jerry.

XXXXX XXXXXnell :

you are welcome, if something goes wrong, i will be here anytime.

Customer:

Have you any clue what might have created the problem to begin with?

Customer:

I will keep this in my bookmarks!

Customer:

Do I need to go to my trash can and reload the templates?

XXXXX XXXXXnell :

i don't really know but when the wp program got hung up, probably it damaged the printer settings in regedit

XXXXX XXXXXnell :

yes, you can restore all of your templates from your recycle bin

XXXXX XXXXXnell :

(just select all of them, and press restore )

Customer:

Got 'em. Again ... thanx a big bunch.

XXXXX XXXXXnell :

you are welcome.

Customer:

TTFn

XXXXX XXXXXnell :

have a nice day, best regards

Jerry Hannell, Computer Support Specialist
Category: Computer
Satisfied Customers: 8189
Experience: Experience in Windows environment. ASP, Visual Basic, Ajax
Jerry Hannell and 7 other Computer Specialists are ready to help you

JustAnswer in the News:

 
 
 
Ask-a-doc Web sites: If you've got a quick question, you can try to get an answer from sites that say they have various specialists on hand to give quick answers... Justanswer.com.
JustAnswer.com...has seen a spike since October in legal questions from readers about layoffs, unemployment and severance.
Web sites like justanswer.com/legal
...leave nothing to chance.
Traffic on JustAnswer rose 14 percent...and had nearly 400,000 page views in 30 days...inquiries related to stress, high blood pressure, drinking and heart pain jumped 33 percent.
Tory Johnson, GMA Workplace Contributor, discusses work-from-home jobs, such as JustAnswer in which verified Experts answer people’s questions.
I will tell you that...the things you have to go through to be an Expert are quite rigorous.
 
 
 

What Customers are Saying:

 
 
 
  • My Expert answered my question promptly and he resolved the issue totally. This is a great service. I am so glad I found it I will definitely use the service again if needed. One Happy Customer New York
< Last | Next >
  • My Expert answered my question promptly and he resolved the issue totally. This is a great service. I am so glad I found it I will definitely use the service again if needed. One Happy Customer New York
  • I am very happy with my very fast response. Eric is very knowledgeable in the subject area. Thank you! RP Austin, TX
  • Hi John, Thank you for your expertise and, more important, for your kindness because they make me, almost, look forward to my next computer problem. After the next problem comes, I'll be delighted to correspond again with you. I'm told that I excel at programing. But system administration has never been one of my talents. So it's great to have an expert to rely on when the computer decides to stump me. God bless, Bill Bill M. Schenectady, New York
  • The Expert answered my Mac question and was patient. He answered in a thorough and timely manner, keeping the response on a level that could understand. Thank you! Frank Canada
  • Wonderful service, prompt, efficient, and accurate. Couldn't have asked for more. I cannot thank you enough for your help. Mary C. Freshfield, Liverpool, UK
  • This expert is wonderful. They truly know what they are talking about, and they actually care about you. They really helped put my nerves at ease. Thank you so much!!!! Alex Los Angeles, CA
  • Thank you for all your help. It is nice to know that this service is here for people like myself, who need answers fast and are not sure who to consult. GP Hesperia, CA
 
 
 

Meet The Experts:

 
 
 
  • Andy

    Computer Consultant

    Satisfied Customers:

    5311
    11yr exp, Comp Engg, Internet expert, Web developer, SEO
< Last | Next >
  • http://ww2.justanswer.com/uploads/EN/Engineer1010/2012-6-9_132423_jaj12a.64x64.jpg Andy's Avatar

    Andy

    Computer Consultant

    Satisfied Customers:

    5311
    11yr exp, Comp Engg, Internet expert, Web developer, SEO
  • http://ww2.justanswer.com/uploads/BA/barrenrock/2011-10-19_215925_JamesJAFinal.64x64.jpg James's Avatar

    James

    Sr. Computer Support Expert

    Satisfied Customers:

    8376
    20 years of experience building, fixing and servicing PCs and operating systems.
  • http://ww2.justanswer.com/uploads/zeyank/2009-09-26_154244_P8110079.png Ryan H.'s Avatar

    Ryan H.

    Computer Support Specialist

    Satisfied Customers:

    1741
    A+ Certified Technician - 10 Years experience working with all types of computer systems.
  • http://ww2.justanswer.com/uploads/JA/jadedangel57/2011-11-8_193134_janenewsm.64x64.jpg Jane Lefler's Avatar

    Jane Lefler

    Sr Prog Analyst / Technician

    Satisfied Customers:

    0
    Computer Programmer / Technician/ Consultant 16+ years
  • http://ww2.justanswer.com/uploads/RO/robmpreston/2013-9-23_233814_mijiFZm.64x64.jpg RPI Solutions's Avatar

    RPI Solutions

    Support Specialist

    Satisfied Customers:

    3476
    5+ Years in IT, BS in Computer Science
  • http://ww2.justanswer.com/uploads/BA/barunrath/2012-7-5_201954_Profilepic2.64x64.jpg B. Rath's Avatar

    B. Rath

    Computer Support Specialist

    Satisfied Customers:

    8671
    Certified Computer/Networking Support Specialist.
  • http://ww2.justanswer.com/uploads/FS/fszcze/2012-6-18_181848_500test.64x64.jpg Frederick S.'s Avatar

    Frederick S.

    Computer Specialist

    Satisfied Customers:

    7240
    Computer technician and founder of a home PC repair company.
 
 
 
Chat Now With A Tech Support Specialist
Jerry Hannell
Jerry Hannell
7907 Satisfied Customers
Experience in Windows environment. ASP, Visual Basic, Ajax