Dell Laptop and Dell Printer won't communicate

b0b · Post by **b0b** » 11 Apr 2011 1:25 pm

from Richard Sinkler, who is having computer problems:

In another post I talked about my desktop dying. So now, I need to get my Dell Inspiron Laptop hooked up to my Dell 962 All-In-One Printer. My laptop has Vista on it. I can't get the computer and printer to talk to each other. I have installed the drivers from the CD that came with the printer (about 5 years old - I bought it the same time as my Dell desktop which has Xp). I will try to see if Dell has an updated driver for the printer to work with Vista. I am hoping that is the problem, but if not, what else could it be? I tried all the trouble shooting suggestions like, unplugging the USB cable and re-plugging it in (countless times), unplugging and re-plugging the printer, restarting the computer, and I even tried 3 different USB cables. When installing the drivers, the message came up that the drivers installed properly, but when I try to print a test page or a page from MS Word, I get a message saying the the computer can't communicate with the printer.

Jack Stoner · Post by **Jack Stoner** » 12 Apr 2011 2:20 am

Two things come to mind. First Vista drivers are needed as the XP drivers are not compatible. Second, when installing a peripheral, such as a printer, the printer installation/driver program must be run and the device ONLY physically plugged into the PC when the install program directs you to connect it. If it's connected first either it will fail or Windows will install incorrect drivers.

Dell Vista drivers are available HERE

Richard Sinkler · Post by **Richard Sinkler** » 13 Apr 2011 10:36 am

Thanks to b0b for helping me get this posted.

Thanks Jack,

I tried to download the drivers a few days ago, but was having problems. A friend downloaded them and gave them to me last night, but I haven't had a chance to try them yet. Will let you know how it turns out.

Richard Sinkler · Post by **Richard Sinkler** » 15 Apr 2011 10:43 am

I was able to get a friend to download the 3 files Dell says are available for the 962 printer for the Vista operating system. I un-installed the printer in control panel, installed the new driver, and still it will not communicate. I did this routine multiple times. Funny thing is, the setup program for the driver says that a USB printer will install itself (kind of) automatically when you plug it in to the computer. When I plug mine in, I get no notification that Windows has found new hardware. I have tried the printer in all 3 of my USB ports. They all work with other things like my wireless mouse, external hard drive, USB thumb drives...

The printer does work with my desktop, which I got to work again. It has the same programs I use on my laptop, so if I use the laptop for something I need to print, I can just transfer it to the desktop and print from there. But, I would like to get it to work with the laptop (in case my desktop decides to take another vacation on me)

Jack Stoner · Post by **Jack Stoner** » 15 Apr 2011 2:37 pm

You have to uninstall what you have, physically disconnect the printer from the PC, reboot the PC, run the Dell install program and ONLY connect the prihnter when the program tells you to connect the printer. In a successful install, when you connect the Printer, Windows will "find new hardware" and then install the Dell driver that was installed when you ran the Dell installation program.

Since it failed, I would suggest using System Restore and restoring the PC back to how it was when you first tried to install it. Then uninstall the printer as you did before, do not connect the printer, restart the PC and then run the Dell installation program and follow the programs instructions.

Richard Sinkler · Post by **Richard Sinkler** » 17 Apr 2011 9:34 am

I didn't turn off the computer after the driver install and re-boot. I will try that and see if it will work. I tried the un-install of the printer several times, but again, I din't think to re-boot. Does that also remove the driver from the system? It seems not to. I get a notice that the driver already is installed and do I want to keep the old driver or replace it with the new driver. I always say to use the new driver that I am trying to install. Where is the driver software usually installed on the hard drive? Can the driver software be manually deleted without screwing anything up?

The three updates we got from Dell are:

R98804
R151564
R166312

One says it is a firmware update. I assume it is to be installed when the printer is up and running. Am I right, or should this be run at the same time I install the drivers?

Thanks again Jack. It's great to have people like you to give of their time to help others out.

Jack Stoner · Post by **Jack Stoner** » 17 Apr 2011 11:45 am

I'm not shure where you are with it right now. The "firmware" update is for the printer after you get it installed.

Repost on the Dell Peripherals/Printer forum section so "pudgyone" (Our resident user Printer guru) can help you get it going. You will have to register to post on the Dell forum if you dont' already have a Dell account.

Dell Printer Forum

Bob Martin · Post by **Bob Martin** » 18 Apr 2011 7:55 pm

Richard, I have a question for you and a possible answer. First off do you have any backups of your laptop before you installed the first printer driver? Second if not a backup have you got the "system restore feature" turned on with your laptop?

What I'm thinking is that you have installed and un installed the printer drivers so many times that you have corrupted some files in your computer beyond repair.

If it was possible to restore your system to a point before you tried to install the first printer driver you could start over.

If you can do that restart your computer without the printer plugged in and then install the Vista printer drivers still without the printer plugged in to your laptop then at some point during the vista printer drivers installation it will say "please plug in your printer into a USB port" Then after you plug it in the installation will continue and then ask you to restart your laptop and when you have restarted the laptop your printer should work.

I know I was very elementary in my explanation but some times folks can just assume you did a certain step and possibly you did or did not

Good luck Richard

Bob

Richard Sinkler · Post by **Richard Sinkler** » 19 Apr 2011 10:49 am

I can restore to a time before the driver installations, but Microsoft has given me about 25 Vista / Microsoft Office updates over the last 3 or 4 times I have accessed the internet. And, after every time they update me, my computer will not start up. I have to do a restore to a time before the updates (takes forever). Then the updates just reinstall themselves if I don't elect to shut down and have the updates install. This really pisses me off as I don't know it is happening until I get a window saying the updates were installed and the computer is going to re-start in "XX" minutes. I hate to have to turn off auto updates, but this is ridiculous. I wish another company would come along and put Microsh!t out of business. Well, so much for my "hatred of Microsoft" rant for the day.

I haven't had a chance as of yet to try Jack's suggestions. I will probably get to it tonight. I did get my desktop and Laptop networked, so I can transfer any files I need to print to the desktop (or even open them on the laptop from the desktop) and print from there. The laptop won't communicate with the printer over the network either.

Even the first time I installed the driver, I never got a message to plug in the printer. The only message was to make a choice on the install method. It said that a USB printer should be plugged in and Vista would automatically see it and start the driver install. Well, that never happens. I was curious as to where the driver file gets installed in the file system (folders) and possibly delete them from there, as it doesn't seem like Vista uninstalls them when you delete the printer from control panel.

Bob Martin · Post by **Bob Martin** » 19 Apr 2011 7:31 pm

Hi again Richard, first off I want you to know I never used Vista more than about 2 hours, but I am sure Vista has most of the same capabilities that XP before it and Win 7 does after it. In the control panel there should be an icon that says updates and when you go into the update section you should be able to make selections telling Vista not to automatically download and install new updates. There should be a choice letting you determine when to download updates and weather you install them or they are automatically installed and if I'm not mistaken Vista is in control of when and how the updates are installed at the present time.

Maybe Wiz or Jack can explain this to you better than me. I wish I knew more about Vista but when I installed it I realized that I wasn't crazy about it and put XP back on until I was able to get my hands on a trial copy of Win7 Ultra.

So you guys if I've said anything that's not accurate please help Richard to understand how to not let Vista install his updates and that way he can wait and install them when he gets his printer working. Thanks and good luck Richard!

Bob Martin