966 printer

I just bought this as well and during install it froze my mouse, my keyboard and system when printing the initial test page (at 99% done). I called tech support and had to go into safe mode and uninstall, then reinstall after restarting... well it happened the second time as well, and after going into safe mode for the second time it froze again and after trying to reboot the computer wouldn't boot at ALL and now my 3-week-old Dimension 9200C needs a new motherboard!!! This can't be normal and this is a business computer- I am SO frustrated and have lost time, money, and work files/personal photos, etc. because of this.

I have had the same problem with my 966 and had I known about the awful customer service at Dell I would never have purchased this printer.  It is so not worth the hype about wireless printing cabapility if it freezes ur system when u try to install it.  I have had the piece of junk sitting in my office for 3 weeks with feeble attempts from Dell to fix the issue and no resolution and they seem like they don't want to pay for shipping for me to send it back.  Never again will I shop with Dell!!! Tsk Tsk.  Horrible business and customer service attitudes.

Can each of you tell me what computer you have that you are attaching this printer to? (Please do not post your service tag. But please add your service tag to your profile if you've not already done so.)

 

Also, what internet security center are you using? (Norton, McAfee, PC Cillin, some other one?)

 

Explain how you've installed the driver? Was it from a disk? If so, what is the version number? Did you download it from the web site and what version is this?

 

Did you have the printer attached when you installed the driver? If so try installing again w/o the printer attached. The software will ask for it to be connected at the appropriate time.

I have four dell computers and I bought a 966 a few days ago to connect them all wirelessly to a single printer. Great idea. All installed and printed just fine wirelessly except my new XPS 400. No matter what I do the XPS 400 will not complete installation and freezes during the last 30 seconds (gathering application data) process. Each time I have to restore the computer back to the time before I started the process. This happens no matter if I go the wireless route or the USB route (since the printer is next to the XPS). I have spent hours and hours with technical help and they've all used Dell Connect Assistant and tried this and that with the same result. Is there some particular problem with the XPS and if there is, PLEASE LET ME KNOW! I am calling India again tonight so that another technician can follow up on the 4th call in this series.

Looks like there are problems with the 966 install - I need some help.  I purchased a new XPS 410 and 966 printer package from DELL.  When installing the printer per instructions, I ran into several problems.  First, I tried to install by selecting Network Installation / Setup Wireless but the setup software would not recognize the printer.  Then I tried to install manually - that is when the computer froze up near end of install.  I had to uninstall drivers to get computer working again.

 

In the first attempt to install, I used the Drivers and Utilities CD that came with the printer.  After several hours, I then downloaded the "most current" drivers from the support.dell.com web site.  No change in results.

 

I need a working printer -- can you make this one work?

 

Thanks,

Dell MUST solve this problem with the XPS and the 966! I have 4 Dell computers in my house and I got three (a Standard issue Dell low end desktop, and two lap tops) to connect wirelessly through my wireless network. After many hours on the phone, 4 case numbers( two with printer experts, and two with XPS experts) my 966 will not complete the installation process and freezes my XPS. I finally used the windows hardware to install the printer drivers (even this required some work arounds) so that I could at least print. However, all the other features, scanning, faxing, copying did not install so I might as well have my old 920 since I still need my USB cord. So, are any Dell technical people reading this? If so, figure this mess out and get it fixed. I am a loyal Dell customer who has always been impressed with the product and customer service. Please make me and all the other unhappy customers happy again. I am losing my patience!

Phillips5557, Tbradford, AQ32181, Thorntonbd,

 

Please check your private message. I need some information from you.

I have the exact same problems as everyone here, and have gone through the exact same girations.

 

I bought a new 9200c with the 966 printer.  The printer driver installation disk freezes the computer up right at the end, with the message "gathering application data."  I have tried different USB cables (6' and 10' long) and also the latest drivers downloaded from Dell.  I need to unload the drivers before the computer will work again.

 

I have literally spent 7 hours on the phone with Tech support, and they have gone through every trick in the book.  Nothing.  At the moment, while I am sitting on hold, they have told me that I need to reload my operating system.

 

Gina, do you have a message for me as well???????

We finally identified the problem with my printer install.  I had to uninstall McAfee (disabling will not work, you have to uninstall it).  After uninstalling McAfee, I installed the printer without a hitch.  After the 966 printer install, I re-installed McAfee - but only the antivirus component - I did not re-install the whole McAfee suite.  Oh yeah, one more thing, we had fiddled with the XPS so much that we decided to restore the machine to "out of the box" condition.  The Dell Support guy (I found one that knew what he was doing and cared enough to fix it!) instructed me on how to do it.  I now have a printer that works on a network wirelessly or via ethernet cable.

 

I can not imagine why this "solution" took so long to discover.

 

 

I finally got the issue resolved by installing a patch that a tech person at Dell sent to me. Once installed (in the safe mode) on my new XPS, the software fully loaded. The tech rep said this problem has something to do with the Media edition. Anyway, my question is why didn't the first tech person know about this patch. 25 hours later my 966 works like is was supposed to through the wireless network. Despite it all, tech and customer service was great and responsive. They just needed the right answer to begin with. I can post the link, but maybe the tech folks want to do that with some instructions.

The reason the first tech did not know about the patch is because it was recently developed. In watching through these boards I saw that many were having problems with the installation of the 966 so the issue was escalated and the patch was developed.

Thanks for the reply. I'm glad to have the problem resolved. Thanks for following up. In the end I am impressed with Dell's customer service. Thank you

 

 

Gina, where can the patch be located?

Gina- I pm'd you back... already sent the computer and printer back to Dell... very disappointing.

I am still waiting for the patch Gina, why won't you (Dell) send it to me??  I have another email out to a tech. who told me that he would send me the patch as well.  It has been 3 days, and nothing.

 

I had to have Dell send me a new printer in the mean time to keep my 21 day warranty active until I get this issue reolved.  This must be costing Dell alot of money.

 

Disappointing indeed.