Dell Photo Smart 720 Printer not Communicating.

Question

New Dell computer arrives, with printer. Hook up, all works as advertised. After a month, we buy a new printer (HP All-in-one) hook it up, and it works. But, alas, trying to print to the 720 yields 'not communicating error'.

After three hours on the phone with tech support in India, and a total reload of the operating image, a new USB cable, and yes, the 720 works again. Works for a month, until we get new drivers for the HP all in one. We install the all in one, and that minute, the 720 stops communicating with the Dell computer.

Do Dell tech's cruise these forums?

Is it that the printer was free, therefore isn't expected to 'play well with others'?

The feeling at this point is we will NOT spend another 3 hours on the phone to reload the OS (and all other data, email contacts, etc. yet one more time because no one wants to trouble shoot the issue, just reload the OS).

There are enough people with this issue (read the boards) so there should be someone within Dell that knows about this, and knows what it will take to get it working. (No, disconnecting the HP Printer-Scanner-Fax is not the solution. Dumping the 720 could be the solution, but would rather use it if it can work.

leftymom · Answer

I am having the same problems. I have not contacted tech support because I can't stand trying to talk to someone who can't speak clear english!! I realize that my printer was free but I can't believe that I will have to go through what you did to get it to work again. My printer was working just fine until I too purchased the Dell 540 photo printer and installed it.

I tried deleting the 720 and reinstalling the software but to no avail. I thought I just got a bad printer cable and was hoping they would send me a new one at no charge but I'm guessing that won't be happening.

Has anyone had any success fixing this without reinstalling the OS?

weekgeek · Answer

I am really disappointed in the Dell Techs not working this issue. I know there are many they have to work, but we have reloaded the OS, and can prove that the machine works, with current cables, drivers, etc. Then when we install the HP printer it breaks.

Your installing the other Dell printer making it break tells me that the problem may not be with all the other printer's drivers, but the drivers for the 720. Dell should already know this and be taking steps to fix it. With the tech's reading this form, and I could list the names of the Dell techs that read it regularly, but yet none wants to weigh in on it gives me the impression that we are on our own, and the free printer is worse than free, because of the time we have to spend dealing with someone to try and get it working with other printers, and the frustration of not being able to use something that was marketed as being a printer with the expectation the it works. They should say it works only when it is the only printer on the system.

[pushing soap box back under desk]

LuckyCharmTacom · Answer

Is your USB controller enabled in your BIOS? Does Device Manager report any problems with the USB controller? Have you tried using a different USB port? Just a possibility -- installing the other printer may have changed something in the computer's USB settings.   Cheers,   ~~Cheryl

weekgeek · Answer

Thanks Cheryl for the 'fresh ideas'.

Yes, have tried all the USB ports. If I delete the new printer (HP) then reboot, all is well in pc-land. This tells me the USB ports, the cables, the printer and drivers can work alone.

The new HP printer is an all-in-one fax, print, scan device, that is NOT hooked to a USB port, but rather the parallel port. So, I doubt if any changes are made to the USB configuration. No yellow bangs in the dev manager. The drivers just get sick and quit working.

LuckyCharmTacom · Answer

Have you tried searching the Internet for the exact error message? I have never used the 720 and have never gotten a similar error with my AIO 942 (but of course it's the only printer on my system). I would search the 'Net if I were you -- if a number of users were experiencing this issue, no doubt somebody would have posed the question on some forum or something!

Good luck,

~~Cheryl

fatbass · Answer

I have 2 printers fed from my computer, a Dell 720 and an HP 959c.

I get that error message if I haven't set the printer name in the "print" window you get just before printing to be the same name as the one set as default printer. (Click on Control panel, then printers and faxes, then the name of the printer you want to print with, and in the box that opens up, click on set as default printer.)

I hope you find that sorts out the problem

leftymom · Answer

I have gone in and uninstalled both of my Dell printers and then reinstalled the 720 (without reinstalling the other printer) and it still doesn't communicate. Am I going to have to reinstall the operating system and loose all my personal info before this is going to work?

Any suggesions on how to fix this without having to reinstall XP would be greatly appreciated!

LuckyCharmTacom · Answer

Hello 'leftymom,' If setting the printer as the default didn't work, you could always try installing Windows XP to a new folder. That way, you get a clean copy of the O/S without losing files already on the computer. http://support.microsoft.com/default.aspx?scid=kb;en-us;316941#XSLTH3153121122120121120120 (Note: You may need a retail copy of Windows XP for this to work, as most OEM copies do not offer this option.) ~~Cheryl

fatbass · Answer

I know some makes of printer software don't like to the delete/re-install process if the printer is still connected. (HP, for one). Re-do the un-install using Add/Delete in Windows, then uncable the USB cable to the printer, and then re-install the 720 software. Maybe first un-install all Dell Printer software to clear the "air"!

The 720 is a "bought-in" Lexmark printer, with very minor mechanical mods to prevent you using the cheaper Lexmark cartridges, and comes with Windows XP/2000 software only.

The printer is very good, if a bit slow in Photo quality. I've bought another 2 off Ebay, for about $20 each. My daughter, at York University, has one on her Dell Inspiron 1200 laptop (USB2), and my son has one on his Dimension 4100 (USB1). Mine is on a Toshiba Satellite (USB1 hub, with an HP959c for photos).

I can't see how the XP operating system could be screwde up by a driver programme. Be careful, it's a bit like re-building your house because the car on the drive won't start!

Fatbass

LuckyCharmTacom · Answer

Good point, fatbass -- personally I've reinstalled my O/S maybe twice in the past ten years. Not something you do just because.... And I always do a parallel install rather than reformatting the drive, too, so I don't lose data.

The main advantage to working with a clean O/S is that you can be sure no third-party software is interfering with the install. Better tactic would be to start on a clean boot (Start, Run, msconfig, deselect "Load startup programs"), uninstall/reinstall the printer, test it, then go back to a normal boot. I've described this process on a different thread -- that's my own method for trouble-free hardware installs.

Just curious -- does the 720 offer a "Scan to email" option? If so, please see my thread at http://forums.us.dell.com/supportforums/board/message?board.id=A940&message.id=10992 -- would appreciate any ideas anyone might have!

Cheers,

~~Cheryl

Tilu · Answer

Did you find any solution for the printer problem, I am having same problem with my dell 720 printer and it looks like many people have the same problem. Your help would be greatly appreciated.

Printers

Dell Photo Smart 720 Printer not Communicating.

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