HOW TO: Troubleshoot Printing Problems in Windows 95, Windows 98, and Windows Millennium Edition (128345)

SUMMARY

This article provides troubleshooting steps that may help you solve printing problems in Microsoft Windows 95, Microsoft Windows 98, and Microsoft Windows Millennium Edition (Me).

IMPORTANT: You can resolve many printing issues by obtaining and installing the most current printer driver (the software that makes your printer work) for your printer. For information about how to obtain and install the most current printer driver for your specific printer, visit the following Microsoft Web site, and then click the link to your printer manufacturer's Web site:
If this article does not describe your hardware-related issue, please visit the following Microsoft Web site to view more articles about hardware: NOTE: This article does not provide information about troubleshooting printing issues over a network, but it does provide many important basic troubleshooting steps you can use to help diagnose your printing issues. The troubleshooting steps listed in this article may also help to verify that your network printing issue is not caused by a localized problem. For additional information about how to troubleshoot network printing problems, click the article number below to view the article in the Microsoft Knowledge Base: back to the top

Check Your Printer Hardware

Many printing problems can be caused by hardware-related issues. Before you proceed to more complex troubleshooting methods, you must verify that the following hardware-related issues are not causing your printing problem:

• Verify that your printer is connected to a working power source.
• Verify that your printer is properly connected to your printer port. Note that the cable must be seated properly in the printer port on your computer and at the printer.
• Verify that your printer has paper (or other appropriate printing media) available, and that it is not jamming the printer.
• Verify that your printer contains a sufficient supply of ink or toner to work properly.
• If your printer has an online-offline setting or button, verify that your printer is online.
• Reset your printer by turning it off and then turning it back on after 5 to 10 seconds. Many printing problems are the result of a full printer memory.
• Verify that you have followed all of the installation instructions provided by your printer manufacturer.
• If your printer documentation includes any troubleshooting information, perform those troubleshooting steps.
• If possible, perform a self-test on the printer. These "self-diagnostic" tools can often resolve or diagnose basic issues with your hardware. The method for performing a self-test is different for different printers, and you should view your printer documentation for instructions about how to do so.
  
  NOTE: If the self-test does not work, your printer may be damaged or it may need servicing. Contact your printer manufacturer for more assistance.
• If another computer is available, verify that your printer works properly when it is connected to another computer. If your printer does not work properly when connected to another computer, your printer may be damaged and may need servicing.

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Verify Printer Properties

Incorrect printer property settings can cause poor or incomplete output, or can cause your printer to not print at all. Verify your printer property settings are configured as recommended by your printer manufacturer:

1. Click Start, point to Settings, and then click Printers.
2. Right-click the printer that you want to check, and then click Properties.
3. Verify that all of your printer properties are configured as recommended by your printer manufacturer. To do so, view the documentation included with your printer, or contact your printer manufacturer.

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Windows 95, Windows 98, Windows Millennium Edition Print Troubleshooter

Windows 95, Windows 98, and Windows Millennium Edition (Me) include a Print Troubleshooter tool. Before you perform any of the following troubleshooting steps, try the Print Troubleshooter tool. To use the Print Troubleshooter tool, use the appropriate method.

Windows 95 Print Troubleshooter

1. Click Start, and then click Help.
2. On the Contents tab, double-click the Troubleshooting topic.
3. Double-click the If You Have Trouble Printing topic.

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Windows 98 Print Troubleshooter

1. Click Start, and then click Help.
2. Click Troubleshooting, click Windows 98 Troubleshooters, and then click Print.

NOTE: The Windows 95 Resource Kit also includes a Print Troubleshooter tool, and this tool is more detailed than the Print Troubleshooter in Windows. This tool (Epts.exe) is also available on the Windows 95 Upgrade CD-ROM in the Other\Misc\Epts folder.

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Windows Me Print Troubleshooter

1. Click Start, and then click Help.
2. Click Troubleshooting, click Hardware & System Device Problems, click Hardware, Memory, & Others, and then click Printing Troubleshooter.

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View the Printers.txt File

Windows 95, Windows 98, and Windows Me include a file called Printers.txt located in the Windows folder. This file contains information about known printing issues, and may help you solve printing problems. back to the top

Try to Print a Test Document from Notepad or WordPad

1. Restart your computer, click Start, point to Programs, point to Accessories, and then click Notepad or WordPad.
2. Type some text in Notepad or WordPad, and then try to print the text. If you can print successfully in Notepad or WordPad, your printing issue may be specific to one program. If that is the case, try the steps in the Printing Issue Occurs in Only One Program section of this article. If you cannot print successfully in Notepad or WordPad, try the steps in the Try to Print from a Command Prompt and to Lpt1.dos section of this article.

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Try to Print from a Command Prompt and to Lpt1.dos

Print from a Command Prompt

NOTE: USB-connected printers may not support printing at the Command Prompt or using Lpt1.dos, see the Unable to print from MS-DOS to a USB printer section in this article.

Printing from a command prompt is a useful way to determine if your printer hardware is connected properly, and can receive instructions from the computer by copying a file to your printer. To do so:

1. Verify that the printer is turned on and is online without any printer errors.
2. Verify that no printer sharing devices (printer switch boxes, and so on) or daisy-chained devices (such as SCSI CD-ROMs, Zip drives and so on) are connected between the computer and printer.
3. Restart your computer.
   
   For Windows 95, press F8 when you see the "Starting Windows 95" message, and then choose Safe Mode Command Prompt Only from the Startup menu.
   
   NOTE: Windows-based programs cannot print when you start Windows 95 in Safe mode.
   
   For Windows 98, restart your computer, press and hold down the CTRL key after your computer completes the Power On Self Test (POST), and then choose Safe Mode Command Prompt Only from the Startup menu.
   
   For more information about Windows 98 startup, click the article number below to view the following article in the Microsoft Knowledge Base:

   178548 No Starting Windows 98 Message at Startup

   For Windows Me, start the computer from the Windows Millennium startup disk. At the Microsoft Windows Millennium Startup menu, press SHIFT+F5 to get to the Command Prompt.
4. At the command prompt, type the appropriate line and then press ENTER:
   
   NOTE: The following commands assume your printer is connected to LPT1 (the normal default printer port). If your printer is connected to a different printer port, substitute that printer port number in the following commands. Also, these commands assume you have a Mouse.txt file in your Windows folder. If you do not have a Mouse.txt file in your Windows folder, try substituting the License.txt file, the Support.txt file, or the Config.txt file from the Windows folder.Standard Printer

   copy c:\windows\mouse.txt lpt1

   Laser Printer

   copy c:\windows\mouse.txt lpt1 /b

   PostScript Printer, Windows 95 Only

   copy c:\Windows\System\testps.txt lpt1

NOTE: These commands copy a file to the printer. If the file is not printed or you receive a Write Fault error message, there may be a problem with the printer port, the printer cable, or the printer. You may want to try using a different printer cable, or if possible, test with a different printer. Also, if you determine that you can print from a command prompt, but not from Windows, try the steps included in the "You Can Print from a Command Prompt But Not Windows-Based Programs" section later in this article.

When you copy a file to some inkjet and laser printers, you may need to press the Form Feed or Resume key after the printer has received the print job, or the printer may not eject the paper.

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Print to Lpt1.dos

Printing to the Lpt1.dos port is similar to printing to a file and then copying the file to the printer port. To enable the Lpt1.dos port in Windows:

1. Click Start, point to Settings, and then click Printers.
2. Right-click the printer you want to use, and then click Properties.
3. On the Details tab, click Add Port.
4. In the Add Port dialog box, click Other, click Local Port, click OK, and then type lpt1.dos in the Enter A Port Name box. Click OK.

NOTE: Printing to the LPT1.DOS port may be slower than printing to the standard LPT1 port. Because printing to LPT1.DOS uses low-level DOS commands to send a print job to the printer, not all of the available wiring (or lines) in the port and printer cable are used. Because of this, if printing to LPT1.DOS is successful, this may indicate a problem with the printer port or printer cable.

If you cannot print to LPT1.DOS in normal mode, restart your computer in Safe mode, and then printing to LPT1.DOS.

For Windows 95, press F8 when you see the "Starting Windows 95" message, and then choose Safe Mode Command Prompt Only from the Startup menu.

NOTE: Windows-based programs cannot print when you start Windows 95 in Safe mode.

For Windows 98, restart your computer, press and hold down CTRL after your computer completes the Power On Self Test (POST), and then choose Safe Mode from the Startup menu.

If you can print to LPT1.DOS in Safe mode, perform the troubleshooting steps listed in the following article in the Microsoft Knowledge. To do so, click the article number below to view the following article in the Microsoft Knowledge: back to the top

You Can Print from a Command Prompt But Not Windows-Based Programs

If you can print from a command prompt but not from any Windows-based program, there may be a problem with the spool settings or with bi-directional communication. To determine if this is the cause of your issue:

1. Click Start, point to Settings, and then click Printers.
2. Right-click the printer you are trying to print to and then click Properties.
3. Click the Details tab, click Spool Settings, then click the Print Directly To The Printer.
   
   NOTE: If the local printer is being shared, Print Directly To The Pinter is unavailable. To resolve this, stop sharing the printer.
4. If your printer supports bi-directional communication, click Disable bi-directional support for this printer.
   
   NOTE: Bi-directional printing relies on the 1284 IEEE specification. If your printer cable does not conform to this specification and is not of reasonable length, bi-directional printing does not work in Windows98 or Windows 95.
5. Click OK, and then click OK again to close Print Properties.
6. Try to print from Notepad or WordPad.
7. If you can print from Notepad or WordPad, try different combinations of spool settings and bi-directional support until you find a combination that works. For example, try disabling bi-directional support with RAW and EMF spool data format settings. Also, try bi-directional support with the RAW spool data format.
   
   NOTE: RAW is the only spool data format supported for PostScript printers.

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Printing Issue Occurs Only in One Program

If your printing issue only occurs in one program, this normally indicates your problem is specific to that one program, and is not an issue with Windows or your hardware. If you can print from Notepad, WordPad, and other programs, try the following steps to try to narrow the issue within your program:

1. Think about what exactly is the printing problem. For example, does your program print graphics properly, or are you having problems with just one font?
2. Does the problem occur in one document only, or all documents within the program? As a test, try to print a blank page from the program. If this prints correctly, the program may have problems with memory or fonts.
3. Are you using a 32-bit or 16-bit program? 32-bit programs use the system registry to obtain needed information, while 16-bit programs may use .INI files. If you are having a printing problem with a 16-bit program, perhaps an .INI file needs to be modified to accommodate the program.
4. Uninstall and then reinstall the program. For information about how to do so, view the documentation included with your program.
5. Contact the manufacturer of the program for specific settings or possible known issues with their program that might affect printing. Also, many programs need upgrades or patches to work correctly, so you should verify that you are using any appropriate available patches for your program.

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Remove and Reinstall the Printer Driver

To verify that your printer driver is correctly installed and is not damaged, remove and reinstall the printer driver:

NOTE: If you are using a third-party driver provided by your printer manufacturer instead of a driver included with Windows 98 or Windows 95, follow the instructions provided by your printer manufacturer to remove and reinstall your printer driver.

1. Click Start, point to Settings, then click Printers.
2. Right-click the printer that you want to remove, then click Delete.
   
   NOTE: If you are prompted to remove all the files associated with the printer, click Yes.
3. Click Start, point to Settings, and then click Printers.
4. Double-click Add Printer, and then follow the instructions in the Add Printer Wizard to reinstall the appropriate printer driver.
5. Test to determine if your printing issue is resolved. If your printing issue is not resolved, continue to the next step.
6. Try using the "Generic/Text Only" printer driver for your printer. This test can help determine whether or not your printing issue is related to your printer driver. To try using the "Generic/Text Only" printer driver:
   
   
   1. Click Start, point to Settings, and then click Printers.
   2. Double-click Add Printer, and then follow the instructions in the Add Printer Wizard to install the Generic/Text Only printer driver as a local printer.
   3. Test to determine if you can print using this driver. Note that this driver is a very basic driver, and the printed output may be simplified or appear in a lower resolution. If you can print successfully using the Generic/Text Only printer driver, your printing issue is most likely specific to the printer driver you are using. You should contact your printer manufacturer to inquire about the availability of an updated printer driver, a patch (or fix) for your current driver, or information about any known issues with your driver.

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Hard Disk Maintenance

Printing issues may occur if your hard disk contains too many temporary files, is fragmented or damaged, or does not contain more than 3 megabytes of free space. Follow these steps.

Remove Temporary Files and Spool Files

1. Restart your computer to a command prompt. In Windows 95, press F8 when you see the "Starting Windows 95" message, and then choose Safe Mode Command Prompt Only from the Startup menu.
   
   For Windows 98, restart your computer, press and hold down CTRL after your computer completes the Power On Self Test (POST), and then choose Safe Mode Command Prompt Only from the Startup menu.
   
   NOTE: Windows-based programs cannot print when you start Windows 98 or Windows 95 in Safe mode.
2. At the command prompt, type set, and then press ENTER. Note the location of the TEMP variable.
3. Change to the folder you noted in step 2. For example, if TEMP is set to C:\Windows\Temp, type cd\windows\temp, and then press ENTER.
4. Delete any temporary files in this folder. Temporary files typically have a .tmp file extension. To delete these files, type del *.tmp, and then press ENTER.
   
   NOTE: You should not delete these files from within the Windows 98 or Windows 95 graphical user interface (GUI) because Windows 98, Windows 95, or a Windows-based program may be using one of these files.
5. Type cd\windows\spool\printers, and then press ENTER to change to the spool folder.
6. Delete any spool files in this folder. Spool files typically have a .spl file extension. To delete these files, type del *.spl and then press ENTER.
   

Run ScanDisk and Disk Defragmenter

If your hard disk becomes fragmented, is damaged, or has cross-linked files, you may encounter printing problems. To check for these problems:

1. Restart your computer normally.
2. Click Start, point to Programs, point to Accessories, point to System Tools, and then click ScanDisk.
3. When ScanDisk is finished, click Start, point to Programs, point to Accessories, point to System Tools, and then click Disk Defragmenter.
   
   NOTE: Although you can use your computer while Disk Defragmenter is running, it is not recommended.

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Verify Your Printer Port Is Configured and Working Properly

If your printer port is not configured and working properly, your printer may not work correctly or at all. The following sections provide printer port-related troubleshooting steps:

Use Device Manager to Verify Port Settings

Use Device Manager to verify that your printer port settings are correct and that no resource conflicts exist:

1. Right-click My Computer, click Properties, click the Device Manager tab, double-click Ports (COM & LPT), and then double-click the appropriate port for your printer (for example, Printer Port (LPT1).
2. Click the Resources tab, and then verify that the settings are correct for your printer port. For example, the input/output (I/O) range for a standard LPT1 port is 0378-037A (a physical LPT2 port typically uses I/O 278). Also verify that the conflicting devices list displays "No conflicts".

NOTE: If you determine that you have one or more devices that are conflicting with your printer port, perform the troubleshooting steps in the following article in the Microsoft Knowledge Base by clicking the article number below:

Remove and Reinstall the Printer Port

Many port-related issues can be resolved by removing your printer port, and then reinstalling it:

1. Right-click My Computer, click Properties, and then click the Device Manager tab.
2. Double-click the Ports (COM & LPT) branch to expand it, and then click the appropriate port for your printer (for example, this would normally be Printer Port (LPT1).
3. Click Remove, click OK to finish removing your port, and then restart your computer.
4. When Windows automatically detects your printer port, follow the instructions on the screen to finish reinstalling the port. If your port is not automatically detected after you restart your computer:
   
   
   1. Click Start, point to Settings, click Control Panel, and then double-click Add New Hardware.
   2. In Windows 95, click Next, click No, and then click Next.
      
      In Windows 98, click Next, and then click Next again to search for plug and play devices. If the port is not found, click "No, the device isn't in the list," click Next, click "No, I want to select the hardware from a list," and then click Next.
      
      NOTE: If Windows 98 finds your port when it searches for plug and play devices, click "Yes, the device is in the list," click the device in the list, click Next, and then click Finish.
   3. Click Ports (COM & LPT), and then click Next.
   4. Click (Standard port types) in the Manufacturers box, click Printer Port in the Models box, and then click Next.
   5. Follow the directions on the screen, and then Click Finish.
   After you finish installing the port, test to determine if the issue is resolved, and if it is not, continue to the next section.

Turn Off the Enhanced Capabilities Port

This section only applies to problems printing (or garbled printout) from computers using an enhanced capabilities (ECP) port. To determine if your issue is specific to your ECP port, disable the ECP port by using the appropriate method:

Windows 95:

1. Click Start, point to Settings, click Control Panel, and then double-click System.
2. On the Device Manager tab, double-click the Ports (COM & LPT) branch to expand it.
3. Double-click the ECP port.
4. On the Driver tab, click Change Driver.
5. Click Show All Devices.
6. In the Manufacturers box, click Standard Port Types. In the Models box, click Printer Port, and then click OK until you return to Control Panel.

Windows 98:

1. Click Start, point to Settings, click Control Panel, and then double-click System.
2. On the Device Manager tab, double-click the Ports (COM & LPT) branch to expand it.
3. Double-click the ECP port.
4. On the Driver tab, click Update Driver. When the Update Device Driver Wizard appears, click Next.
5. Click Display a list of all the device drivers in a specific location, so you can select the driver you want, and then click Next.
6. Click Show All Hardware.
7. In the Manufacturers box, click Standard Port Types. In the Models box, click Printer Port, and then click Next.
8. When the Update Driver Warning dialog box appears, click Yes.
9. Click Finish, and then click Yes to restart your computer.

NOTE: If the ECP port is redetected after you restart your computer, you may also need to change port-related settings by using your computer CMOS (or BIOS) Setup utility to disable the ECP port. After you disable the ECP port in the CMOS, repeat the appropriate steps described earlier in this article. For information about how to change your CMOS settings, view your computer documentation or contact the manufacturer of your computer.

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Unable to print from MS-DOS to a USB printer

When you try to print from MS-DOS mode, a Command Prompt or from an MS-DOS-based program you may be unable to access a USB-connected printer. USB printers may have proprietary port designations that do not use standard LPT or PRN port settings. Connect the printer with a standard parallel port, if equipped, or contact the printer manufacturer for an emulation driver, if available.

For additional information, click the article number below to view the article in the Microsoft Knowledge Base: back to the top

Printing Problems Related to Microsoft Internet Explorer

If your printing problem relates to Internet Explorer, please view one or more of the following Microsoft Knowledge Base articles: back to the top

Additional Troubleshooting Topics

Install the Alternate Lpt.vxd File on Your Windows 95-Based Computer

If you are using a Windows 95-based computer, Microsoft recommends you upgrade to Microsoft Windows 98 or Windows 98 Second Edition. If you want to continue using Windows 95, you may be able to resolve printing issues by changing to a different Lpt.vxd file. The Lpt.vxd file is the virtual device driver for your printer port. The standard printer port driver file works correctly with most Windows 95-based computers, but there is an alternate Lpt.vxd file that may resolve the following problems:

• You may receive timeout error messages, or you may be unable to print if you are printing using a Compaq-based computer and you print to a bi-directional printer.
• You experience problems printing to any bi-directional printer on a computer with a PS/2-style printer port. Symptoms may include an extra page being printed, PCL commands appearing on the printout, and so on.
• If you cannot use Device Manager to configure an ECP port to run in standard LPT mode, this may be because your computer has a Plug and Play BIOS that enumerates only ECP parallel ports.

NOTE: The alternate Lpt.vxd file is located in the Drivers\Printer\Lpt folder on the Windows 95 CD-ROM. This file is also available for download from the following Microsoft FTP site: To install the alternate Lpt.vxd file:

1. Click Start, point to Find, and then click Files or Folders.
2. In the Named box, type lpt.vxd, and then click Find Now.
3. Right-click the Lpt.vxd file in the Windows\System folder, click Rename, type lpt.old, and then press ENTER.
4. Copy the Lpt.vxd file from the Drivers\Printer\Lpt folder on the Windows 95 CD-ROM to the Windows\System folder on the hard disk. Alternatively, you can download the Lpt.vxd file from the Microsoft FTP site to an empty folder, and then copy it to the Windows\System folder on your hard disk.
5. Restart your computer.

NOTE: The alternate Lpt.vxd file has the same file size and date as the original file. The version number of the alternate Lpt.vxd file is 4.00.503 or 4.00.951. To determine the version number, right-click the Lpt.vxd file, and then click Properties.

Microsoft Windows 3.x Required Disabling Fast Printing Direct to Port

If you had to disable the Fast Printing Direct To Port option in Windows 3.1 or Windows for Workgroups 3.x, you should disable the Check Port State option in Windows 98 or Windows 95:

1. Click Start, point to Settings, and then click Printers.
2. Right-click the printer you want to use, then click Properties.
3. Click the Details tab, click Port Settings, and then click to clear the Check Port Status check box.

NOTE: The BIOS in some computers incorrectly reports that the printer port is busy or not available. By default, Windows 98 and Windows 95 check for these errors. Clearing the Check Port State check box causes Windows 98 and Windows 95 to ignore these messages.

Read-Only Win.ini File

Some printing issues can occur if the Win.ini file has the Read-Only attribute. Or, you may be unable to add or delete printers, or to change the default printer. To determine if the Win.ini file has the Read-Only attribute:

1. Click Start, point to Find, and then click Files or Folders.
2. In the Named box, type win.ini.
3. In the Look In box, click the drive containing the Windows folder, and then click Find Now.
4. Right-click the Win.ini file, and then click Properties.
5. If the Read-Only check box is selected, click to clear it.
6. Click OK.
7. Quit the Find tool, and then restart your computer.

Turn On the Print TrueType As Graphics Feature

If your issue appears to be related to fonts, turn on the Print TrueType As Graphics feature and then test to determine if your issue is resolved:

1. Click Start, point to Settings, and then click Printers.
2. Right-click the printer you want to use, and then click Properties.
3. Click the Fonts tab, click Print TrueType As Graphics, and then click OK.
4. Test to determine if your issue is resolved, and if not, enable the Download TrueType fonts as bitmap soft fonts feature. To do so, repeat steps 1-3, but in step 3, click Download TrueType fonts as bitmap soft fonts, and then click OK.

Decrease Your Printer Resolution

Printing issues can occur if your printer is configured to print at a high resolution. To determine if this is the cause of your printing issue, decrease your printer resolution, and then test to determine if your issue is resolved:

1. Click Start, point to Settings, and then click Printers.
2. Right-click the printer you want to use, and then click Properties.
3. Click the Graphics tab, click a lower resolution (or dots per inch) for your printer in the Resolution box, and then click OK.
4. Test to determine if your issue is resolved, and if not, return your printer resolution to the original setting.

Print a Complex Document

Printing issues can occur if you are trying to print a complex document, such as a document with many graphics in it, and so on. To determine if this is the cause of your printing issue, simplify the document and then try to print it again. To simplify your document, try removing some of the graphic elements (pictures) from the document, try using a different font, or try printing the document one page at a time.

A Graphic Is Not Printed Correctly

If a specific graphic object (picture) in a document is not printed correctly, make sure the graphic object is compatible with the printer, and that the graphic object is not damaged. For example, an Encapsulated PostScript (EPS) graphic object is intended for use on PostScript printers only. On a non-PostScript printer, such a graphic object will be printed poorly, but the rest of the document may print correctly. If you can print other pictures, but not one specific picture, your picture may be damaged, and you should try using a different picture.

Problems Printing to a Hewlett-Packard LaserJet 4

If you have problems printing to a Hewlett-Packard LaserJet 4 printer, try changing the graphics mode from vector to raster. This takes less memory, and may be useful if you receive an "Error 21" error message on the printer. For information about how to change the graphics mode from vector to raster, view the documentation included with your printer, or contact Hewlett-Packard.

Extra Page Printed with Each Print Job

If an extra page is printed with each print job, click the article number below to view the following article in the Microsoft Knowledge Base:

Input/Output Printer Error or Blank Pages Printed When You Start Windows 98

If you receive Input/Output printer errors or if blank pages are printed when you start Windows 98, click the article number below to view the following article in the Microsoft Knowledge Base: back to the top