ECMS - ImageNow Printer Crashes

After the July 2016 upgrade to the Imaging System, the ImageNow printer may intermittently break. Lexmark, the company that provides the Imaging System), is aware of the issue and working on a fix; unfortunately we do not have a timeline for the fix. This document will provide steps to minimize printer issues and resolve them should they occur.

Nature of the issue

The issue can Manifest itself in two ways:

  1. The program that is sending a document to the ImageNow Printer (e.g. Microsoft Word, Excel, Adobe Reader, etc) stops responding.
  2. Nothing happens when a printing a document. Perceptive Content never receives the document and the prompt to choose a capture profile does not appear.

Other issues with the ImageNow printer may be unrelated and the troubleshooting steps listed in this document may not be effective.

Troubleshooting steps

Removing previous versions of the PEERNET Spooler Service may reduce the frequency of the issues. This does require administrative privileges for the workstation. See ECMS - Removing previous versions of PEERNET Spooler Service for instructions.

Should the printer break, the only working resolution currently available is to reinstall the ImageNow printer. See ECMS - Reinstalling the ImageNow Printer for instructions. Note that it is important to follow each of the steps to reinstall the printer carefully, as omitting certain steps (such as restarting the machine) will interfere with the installation. It is recommended that these steps be performed with assistance from local desktop support.

A future resolution

Lexmark acknowledges the issue, but they have not provided a timeline for when a fix will be implemented. We are hopeful that a fix will be introduced by the time that we patch the system in February 2017, but cannot guarantee that this will be the case.




Keywords:ImageNow printer crashes breaks intermittently reinstall peernet spooler service remove   Doc ID:67814
Owner:Will C.Group:ECMS
Created:2016-10-14 13:30 CDTUpdated:2016-10-24 09:45 CDT
Sites:ECMS
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