HA 4 Local Printer not working

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nick.bolton
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Re: HA 4 Local Printer not working

Wed Jul 24, 2019 9:45 pm

Ok, can you try this. This is a command line build with more debugging.

Shut down HideAway GUI version.

Download this http://cdn.firetrust.com/downloads/hide ... t-test.exe

Highlight this file in your downloads folder. Click the address bar in the top of File Explorer and type CMD, then hit Enter. The command line will appear for that directory (nice trick aye).

In the command line window, type

Code: Select all

hideaway-print-test.exe 2 1
and click enter.

Now try and print/scan something. Press CTRL+C to stop the redirection.

Then send us the log.log file from Start>>Run>>

Code: Select all

%appdata%
, then go to the HideAway folder and locate log.log
Andrew42
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Posts: 233
Joined: Thu Jul 15, 2010 2:43 am

Re: HA 4 Local Printer not working

Wed Jul 24, 2019 10:57 pm

OK. Here's what happened. I did as you requested but hideaway-print-test.exe 2 1 failed. Can't remember exactly the error message but it said it couldn't find something. I shut down my PC and started it up again and ran hideaway-print-test.exe 2 1. This time there was an endless scroll of stuff redirecting etc. Whilst that was going on I opened a pdf and tried to print. It failed. So I hit Ctrl-C and stopped the programme running. Immediately my printer fired up and printed the pdf which had previously failed. I never tried to scan.

Attached is the log.log .

I hope this helps. Let me know what else I can do.
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log.log
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nick.bolton
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Re: HA 4 Local Printer not working

Thu Jul 25, 2019 12:36 am

Thanks, actually if you could copy/paste that output on the cmd line screen that would be helpful thanks.

You should be able to CTRL+ A to select, then CTRL + C to copy, then paste to notepad.
Andrew42
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Re: HA 4 Local Printer not working

Thu Jul 25, 2019 12:46 am

I hope I did the right thing.
I opened Log.log in notepad and copied and pasted the contents into a cmd prompt. The attached screen shot is the result.
Attachments
H4 Printing Issue.jpg
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nick.bolton
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Re: HA 4 Local Printer not working

Thu Jul 25, 2019 6:20 am

Thanks, but not quite. If you could ignore the log.log file, and just copy and paste all the activity/wall of text which happens in the cmd line screen after you type hideaway-print-test.exe 2 1 and press enter.
Andrew42
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Re: HA 4 Local Printer not working

Thu Jul 25, 2019 6:57 am

I would be happy to do that but it ran for a while before I stopped it by hitting Ctrl-C. How do I capture all the output and how long should I be expecting it to run?
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nick.bolton
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Re: HA 4 Local Printer not working

Thu Jul 25, 2019 7:06 am

Just capture it for about 3 seconds after you try printing. Press CTRL + A to select all the output, and then CTRL + C to copy it, and then paste (CTRL + V) to notepad.
Andrew42
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Re: HA 4 Local Printer not working

Thu Jul 25, 2019 8:54 am

Nick, thanks for the instructions. Let me know if this text file has enough info. I had the same result: no printing then when I stopped -print-test.exe 2 1fromrunning my printer immediately disgorged the page I had been trying to print.
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H4 Pritning issue.txt
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nick.bolton
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Re: HA 4 Local Printer not working

Thu Jul 25, 2019 10:06 pm

Alright, can you try this version, Run it again from the command line just as it is

http://cdn.firetrust.com/downloads/hide ... st-run.exe

Code: Select all

hideaway-test-run.exe
Then try and print.

Can you print while this is running?
Andrew42
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Re: HA 4 Local Printer not working

Thu Jul 25, 2019 11:18 pm

Will do. I will try later today when I get back.
Andrew42
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Re: HA 4 Local Printer not working

Fri Jul 26, 2019 1:11 am

Nick, I was able to print while it was running but not scan.
Andrew42
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Re: HA 4 Local Printer not working

Sat Jul 27, 2019 2:22 am

In a different location with same laptop but different printer. This time HP Envy 5460. IP address 192.168.1.242. HA updated to 4.1.2 when I logged on. No change: still cannot print if HA active but prints queue the moment HA stopped.
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nick.bolton
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Re: HA 4 Local Printer not working

Wed Jul 31, 2019 9:24 pm

Still looking at this. Bought a HP printer to test with, but no issues found.
Andrew42
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Re: HA 4 Local Printer not working

Wed Jul 31, 2019 9:44 pm

Am I the only person with this issue? Since I have it with two different hp printers with vey different IP addresses but using the same laptop, might the issue lie in my laptop. Should I try a total reinstall of HA? If so, how to I totally remove HA?
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nick.bolton
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Re: HA 4 Local Printer not working

Wed Jul 31, 2019 9:52 pm

Seems to be, we've not had other users report it. Aside from myself and another staff member, we tried to test by reinstalling the printer driver and that fixed things and we've not been able to replicate it since.

Anyway,

Uninstall HideAway (IF installed)
Restart Computer
Delete the folder %LOCALAPPDATA%\SquirrelTemp (if it exists)
Delete the folder %LOCALAPPDATA%\HideAway (if it exists)
Delete the folder %APPDATA%\HideAway (if it exists)
Restart Computer
Install HideAway

NOTE: to get to the above folders, go to the windows Start menu, click the search button (or simply click Search beside the Windows start menu button in Win 10) and type:
%LOCALAPPDATA%
Click enter, then browse to the folder you want to open/delete.
Repeat for the %APPDATA%\HideAway folder.

Return to “HideAway”