posted 02-01-2002 22:08            

First some background:

I had recieved a frantic call that some important thing was due and a user couldn't print. Seeing as how it was my turn to run around and take care of these "emergencies" I finished my lunch and went over to the office building where this person was located. Truthfully I was expecting some calls like this since we are in the process of moving all loads from an ancient NT server, to a relocated one running win2k.

By this time the user had called up the tech support people for the program in question (service contract) and was being talked through deleting registry keys. Of course attempts to do this were unsuccessful.

I listen in for about 30 seconds before the user notices I'm there, hands me the phone and runs (yes, runs) away. I of course have no idea whats going on, and just say "hello?"

"Are you Chris with IT?"

"Yes..."

"The way you've been installing printers is unacceptable"

"Say what?"

"There's references to 2 old printers in the registry that are conflicting with filemaker and our software"

"Sounds like an issue with your software...

*I test and see that printing is still possible in other programs*

"Hahahaha sir. Can you tell me your procedure for transferring the printers?"

"Yes. I delete the printer from the printer folder, browse to the server, and double click on the icons"

"Thats unacceptable"

"Say what? Its been working up until this one user... and another entire office. In fact, looks like she can print from any app but yours."

"Well, sir, the proper way to delete a printer is to first delete the printers from the printer folder. Then reboot and login as admin. Then disable the spooler service. Then reboot. Then delete the registry keys for the printer. Then delete the drivers for those printers from the winnt spool folder. Then restart the spool service.. .make sure you set it on automatic."

"No."

"Then to reinstall... I'm sorry sir?"

"I delete the printers in the print folder. Then I browse to the new server and double click on their icons"

"Well, then to reinstall you must INSTALL THE PRINTER LOCALLY FIRST. This is essential. Never use the drivers from a server, they're normally PS or PCL6. Then just change the port it prints to"

"Nothing wrong with PCL6... the old print drivers were all PCL6 and they were working fine. We dont use just any print drivers anyway, we use Laser Jet 4 drivers for HP laser printers and we are darn careful about what we use for the others. We have a few applications that prefer LJ4 drivers for their printing."

"You dont use the print drivers for the correct printer?"

"Oh, and just a reminder, that we're NOT running WIN95 for goodness sakes. We're running windows2k."

"But sir, I'm telling you that this program will cause you undue headaches if you dont follow these direction exclusively! We know you're running 2k.."

"Been working fine the old way for quite some time. I also transferred another office that uses your software 4 months ago and they're having very few complaints."

*I delete the printers from the printer folder, and delete the drivers*

"Well, then. I must compliment you on your lan if this is actually working. HOWEVER, this will cause you problems in the future. This program looks at printers in the registry, and if it see's any that aren't pointed anywhere or dont exist it will crash and corrupt files."

"Sounds like a software problem to me. When's the fix coming out?"

"Sir, this is the MICROSOFT APPROVED METHOD of deleting printers"

"Sounds like a whole lotta fooling around for a printer."

*Opens browse list. Clicks on printer icon. Installs printers*

"I'm not sure what you mean by 'fooling around', this is the microsoft approved method. You're going to have problems if you keep doing it this way."

*muttering while I test printing in this horrible program*

"Fixed"

"That was fast. See, I told you our way would work!"

"We're not using your way."

I've recieved two phone calls from this company after the fact saying my printer procedures are causing issues with their software since then. I've also been sent many emails with copies of their "procedure".

One of the "issues" was a BRAND NEW install (no old registry keys) who had the gall to close the program using the little "X" instead of going to "file-exit". The other was a network connectivity problem.

Christ, if what they said about the registry printer settings really applied then my work laptop wouldnt' even be functional. Bah. Can we say crack?

So, for all of you budding entrepreneurs out there: Please do not base your entire software client on filemaker pro. My god... anything that corrupts all of its own program files in addition to the database files whenever someone hits the "X" in the corner needs to be redesigned.

I also need someplace to rant while I'm still at work so I dont bring it home with me

-Chris

posted 02-01-2002 22:38         

later
trey