Hello and welcome to JustAnswer! My name is ***** ***** I will do my very best to assist you today.
Please give me a minute to review your question and get back to you.
Thanks for your patience.
Hello, clearly this is a networked printer, and you're sending a print job to the printer and just to be clear, if you send a job to only print for example a 1 page document and only 1 copy of said document it printers fine. If however you send the same document to the printer and request 5 copies of the document it only prints one copy and not the other 4. Is this correct?
Thanks for the reply and wonderful information. You say 2 other technicians updated firmware and drivers, but to no avail. I have been at this for well over 25 years, and am usually able to determine if the issue lies with the printer or computer. This issue most likely is with the driver. I would like to offer what we call remote services in which I would connect securely to your pc, and fix the issue while you watch. This remote services option does add an additional $25 fee, but in the event I cannot fix it, as per our policy, you would get a full refund of the original and the additional fee as well.
If you prefer to keep going as we are just decline the offer, otherwise, accept and I will send a note with instructions to start a secure remote session.
Thanks in advance either way you choose.
Please let me know either way. I am happy to proceed no matter how you want to move forward be it remote or chat. Thanks in advance.
Sounds good. Give me a few minutes
Please tell me the printer driver version that is currently installed? And also what other printers are installed on this pc?
Ok, hold on just looking some things up.
Alright, you are using the most up to date driver, however being that it is very new, I would like to have you uninstall it, reboot, install an older driver, reboot and try printing the 2x copies again.
What version of windows are you running?
So did you or the technician completely UNINSTALL the printer before anything else? I ask because since the router change, it could be that the printer is using a different IP address and the way the driver is configured for both of your machines are different and could cause the issue your describing.
Basically, the IP can be dynamic, static etc, and if the printer was setup the way I would have done it, it would not make a difference if the IP changes, but in regards ***** ***** pc, it seems like there is some difference. I know this can be confusing but sometimes there are no other options then to start from scratch with printers and wifi and or network printing.
That is strange, as spooling of jobs on network printers should allow the multi print jobs. So glad we got it figure out.
It might well be slowness. Please go to your other computer and attempt to do similar printing to make sure it has not affected it and let me know.
I'm happy to hear that it is working none the less. Please accept my assistance for today and rate my service and I will leave this request open for a few days in case you run into any other issues with this you would then be able to reply back here and I could further assist.
Thanks in advance and please know I will always do my best to give you the highest quality support and answers you want, but as you know, in some cases what we want and what we get are two different things. Grrrr. It's always a love hate thing with computers isn't it! :-)
You're welcome Donna.
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Donna, did I miss something or was there something else you needed today?