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Ma'am will work just fine!!!!
can you click your start button,
go to all programs > accessories >
and then RIGHT CLICK on "command prompt" and then select: Run as admin
it will open a black (dos) box
when you see it, please let me know (we will enter a command there)
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.
after going to all programs, do you have accessories ?
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?
it should be started in admin mode, let's try again
can you click your start button. do you see programs and then accessories ?
Am where you needed me to be.
ok, let's continue
can you type this carefully:
net stop spooler
and press enter. what happens? (what do you see on the screen?)
system error 5 has occurred
can you close the dos box,
go to accessories again
and right click on command prompt, and select: "run as administrator"
now I have the message ... 'run' is not recognized as an internal or external command, operable program or batch file.
do you see the "command prompt" icon ? (in accessories )
Yes. I am entering the commands you are giving me into the "Command Prompt" screen.
can you right click on the command prompt icon, do you see an option like "run as administrator" ?
Yep, got it
can you select it
it will open the dos box in admin mode
Yep. I am not showing this prompt: "c:\Windows\system32\"
now can you type
Being told that the printer service has been stopped.
can you click your start button, go to SEARCH bar at bottom
and type this:
and press enter. it opened a folder?
in the folder, do you have files ?
can you delete them
Had 2 file folders....was allowed to delete 1 of them.
can you try to delete the other one too
I am offered a 'delete' option but it does not go away when I choose that option!
can you press your CTRL+A
it selects the file?
which options do you see ?
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. "
ok, now can you go back to the dos box
net start spooler
and press enter. what happens ?
I can open the folder though.
I am told that the spooler has started successfully.
now can you try to print something
From both printers......both are still printing the "hung up" document!
can you go to dosbox again
please type net stop spooler
and press enter
now please type this
del /q %SystemRoot%\System32\spool\printers\*.*
there is a space between del and /q
also /q and %system..
I am brought back to the original prompt only
yes, it deleted the hang-up document
now can you try to print
Still printing hung up document - both printers
does this happen when you try to print with wp?
It happens **only** when I am trying to print from WP. I can print from a 'text' file or MS Word just fine!
after we stopped the spooler and restarted again, did you restart your wp too?
(can you close your wp and open it again, and try to print something)
nope. Will do.
still getting hung document
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."
did I scare you away?!
sorry...I did not see your reply!
no problem, let's try to "restore" your printing preferences
did that....turned WP off & back on....still getting hung document when I print
can you click your start button, go to printers section
do you see the icon of your printer there ?
icons for both printers there
we can delete them and reinstall. probably this will fix the problem
Did that yesterday with the HP.
do you have the cd/dvd of your printers? (if you don't have, we can redownload from internet)
Need to do it again?
did you try it with the other printer?
did not mess with the Cannon yesterday...but both are still printing the wrong document!
can you double click your printer icon
do you see the printing window?
do you see any documents in it ?
(documents to be printed)
or, is it empty
there are no documents waiting in either of the printers' printer queues!
can you open a new document in wp, and write something and then save it on your desktop
when done, please close your wp
when done, please let me know
now do you see the wp document on your desktop ?
can you double click on it, and it will open your document. and can you try to print it
not from my desk top as I save every thing to an external hard drive.
ok, can you double click from your external hd
However, I can (and did) open the new document from there and I am still getting that hung up document.
did you try to reinstall your wp ?
that was my first attempt to fix the problem!!!
after printing the hangup document, wp prints the real document that you want to print ?
no.....I do not ever get the wanted document
when I am printing a WP document
can you click your start button, go to SEARCH bar
it will open a folder. when you are in that folder, please let me know
it says "roaming"
that folder is open
yes, can you go back to the parent folder, you should be in this folder:
(just go one folder up)
instead of \appdata\roaming, you need to open \appdata\
sorry, I do not find an option for the 'parent' folder
which folder are you in exactly now ?
(can you copy& paste here)
never mind....I was being dense. I am at the appdata folder now.
now, can you find this:
do you see it?
under that folder, there must be another folder called PerfectExpert. do you see it too ?
at "AppData" I see the following folders: Local LocalGoogle LocalLow Roaming
Do not see "corel
can you open local
and then go to corel
and then go to perfectexpert
Ah.....in Roaming I find "Corel"
let's try it
after opening corel, do you see perfectexpert ?
now do you see 15 ?
and then there must be a the "EN" folder do you see it too ?
and then: Custom WP Templates
now do you see a file called "WP15US.WPT" ?
I see the WP15US without the ".WPT" file extension
can you rename it to ABC
(right click > rename)
and then type ABC and press enter
while doing this please make sure wp is closed
done and WP is closed
now, to confirm, can you check if you have a WP15US file in the folder
if you don't have it, please let me know
ok, now can you open your wp
and try to print something
sorry......still getting that hung up document.
can you close wp and go to Custom WP Templates folder again
how many files do you see there ?
There is an "XML" folder, a document titled "_autotmp.wpx", 23 other files listed
can you delete all of them (if something goes wrong we can restore them from recycle bin)
Okay .... done.
now can you open wp and try to print somethign
still getting that hung up document!
your printer finishes printing the hang up document? (how many pages does it print? )
It prints on copy each time
can you print something and then go to printers section and check the documents printing. (double click its icon)
do you see the hangup document there ?
I see only one document showing in the print queue
it should be the hang up document
can you right click on it and stop it
(remove & delete )
now can you print something
Okay...this time I chose a 2-page document to print. Still only got the one page of the hung up document!
can you click your start button go to SEARCH Bar, and type this: msconfig
and press enter.
it will open your configuration editor
when you are there, please let me know
can you go to startup tab. do you see "disable all" button ?
can you press it , and press apply,
and then go to SERVICES tab. do you see "hide microsoft services" checkbox at bottom ?
can you check it, and press disable all, and press apply
now can you press ok and restart your computer. when you come back, please open wp and try to print something
am I not going to lose our connection if I restart?!
can you add this page to your favorites (bookmarks)
when you come back, if you open this page, we will be abel to continue
i will be here waiting
I am back...... Sorry, still getting that single hung-up document!
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.
it seems , wp is trying to print a document from a printer that is offline
can you go to printers section, how many printer icons do you see there ?
All printers listed there are "online"...
Actually the term use is "ready"!
normally which printer are you using to print your document from wp ?
Mostly my HP LaserJet P1006, but sometimes the Cannon MP210
can you delete hp laserjet
and keep canon only
the HP is b/w only - the Cannon is color
I suppose I could if you can assure me we can reload it!!!!
yes, we can reinstall it easily
HP printer gone
do you have another printers there? (other than canon)
Yes, but I never use them.
can you delete them too
we only need to keep canon
all gone - except the Cannon
ok, now can you open your wp (if it was open , please close first)
and then try to print something
same document printed
can you close wp and open it again,
and go to file (in wp)
do you have "print preview" ?
can you go to print preview
what do you see ?
in print preview I see the document I am trying to print
from there, can you press print
yep and still got that document
Even if I do a "Ctrl P" to print from the print preview screen I get that blasted document
can you click your start button, go to search, and type
it opened a folder?
I find 4 items listed there: a folder titled 'spool', a second folder titled "spool\PRINTERS", spoolss.dll, and spoolsv
can you open "printers"
do you have any files in it ?
got the message that I do not have permission to go there.....chose the "give me permission" option...... folder is empty
do you still have that document in your harddisk as a file ?
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
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.
can you restart your computer
when you come back , please open wp
and try to print again
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.
are you able to print from notepad? (or microsoft word, if you have it )
can you close wp. open again. go to file > print
it will show you a dialog box
do you see your printer there ?
yes, I see both printers - but the print option is greyed out.
can you go to start >SEARCH
and type regedit
and press enter. it will open your registry editor. when you are there please let me know
can you find this key
do you see 15 ?
can you delete 15
(right click on 15, delete )
now can you close regedit, and open wp
type some text
and try to print
happy to hear that
I got the document I was trying for!
Thank you so very much for all your time and effort, Jerry.
you are welcome, if something goes wrong, i will be here anytime.
Have you any clue what might have created the problem to begin with?
I will keep this in my bookmarks!
Do I need to go to my trash can and reload the templates?
i don't really know but when the wp program got hung up, probably it damaged the printer settings in regedit
yes, you can restore all of your templates from your recycle bin
(just select all of them, and press restore )
Got 'em. Again ... thanx a big bunch.
you are welcome.
have a nice day, best regards