AOL (ugh) printing problem: help needed

[akinsey]

Okay, save the AOl criticisms: this is a problem I can't find a solution to for a CLIENT.

They have a brand new Dell P4, XP Home, HP 672C printer, and AOL 7.0. Problem: can't print emails from within AOL. Wordpad, IE, Outlook Express, test pages all print fine from XP, but nothing comes 'out' of AOL 7.0.

They were talking to AOL tech support (yeah, right) who told them to delete the spool folder in the aol 7.0 folder, restart and see if that fixed it. Didn't help.

I reinstalled 7.0 just to see if maybe something was corrupted, but that didn't help either.

I checked HP for XP compatible drivers for that printer, and the ones that come wiith XP are the only XP compatible drivers available (according to HP). The first AOL "tech" I spoke to was belligerent and told me that I had to have the latest printer drivers from HP and he wasn't 'gonna wait for me to get them' or even LET ME tell him that HP says they're already on the XP cd..."Goodbye [click]". Nice!

The second tech was slightly English language challenged, and seemed to be new. She couldn't help either, but did say she was escalating (my word) this support call and someone (else) would contact the customer.

I've searched google, MS, and computing.net so far, but haven't come up with any answers as to why they can't print their emails. I did see a few google posts by folks with this problem and AOl 6.0, but there weren't any replies to their requests.

Does anybody either
a) know how to fix this
or
b) where I can find some valid support for this type of problem?

Thanks!

[osprey4]

I found this site:
http://www.hp.com/cgi-bin/cposupport...Tfile=bpd09005

They have instructions to do a manual installation of the drivers. Did you try that?

How long have they used AOL? Try clearing the AOL cache and artwork (in preferences, under graphics, set disk space to 1 MB, restart and re-set to 20 MB).

[akinsey]

I told them I'd come by or call on Monday, depending on what I found out. I'll check out the link you posted edit: I've done that already! and maybe it'll help.

As to how long they've used AOL, don't know. Used to use 5.0, then 6.0 and now 7.0, does that give you an idea? I don't keep up with AOL if I can help it, so I don't know more than that...

To reiterate, this is an AOL printing problem, no problems printing right out of XP (screen captures, Wordpad, Word, IE or OE).
Thanks!

[akinsey]

I tried changing the port type from EPP to Bi-Directional and ECP in the BIOS, didn't work. Also tried using File-->Print, rather than Print on the AOL email menu bar. Didn't work.

I ended up coaching the user through File-->Save As new .txt file on her desktop, then selecting File-->Print from there. She's not happy with this workaround, because its 'extra steps', but what else to do? At least she can print her email.

If anyone else has any suggestions, I'm still looking for a valid solution to this problem.

I also saw that AOL is releasing 8.0 soon. Maybe there is a fix included.

Have YET to hear back from AOL support on this issue. <--Just one more reason NOT to use AOL.

[akinsey]

Anyone? Ideas, suggestions, anything.