Sorry if the following is a bit vague, the problems with a friends computer that is not in my possession so it’s a little difficult to describe whats going on:

Basically, my friend is blind and she has screen reading software. She had a problem with reading documents (I believe in Word 2000) so she phoned Microsoft and they gave her a new product key (strange, does this usually happen?). Anyway, they passed her on to a help centre in India where they reckoned the printer, a HP Desk Jet 845C was not supported (and I guess they where referring to the os Win98 se). Then they told her, with the help of another friend to disconnect the printer, but didn’t tell her how to reconnect it. Well, know where at the point where I’ve given as much help via email as I can, another friend has tried reinstalling numerous drivers from CDs and the Hp web site. She phoned Microsoft again and they want £45 for the ‘privilege’ of talking to the same people in India or they want to send a person out at great cost.

Now I was just wondering if any of you guys (and gals) had any suggestions. This person lives quite far away and it sounds like anything I would try has already been done. What could the problem be? One other thing, Microsoft did say it may be a registry problem and then offered my friend a Xp upgrade at the cost of just over £90. Any help would be greatly appreciated, and I apologise again for the vague post.

Ps: The printer etc was working before, it sounds to me like MS or the bods in India made her do something which may have mucked things up abit

Marzman
Tell your friend to try the following:

First check to see if there are updated drivers. This is the direct link to HP for the printer, the driver download is on the right hand side.
http://h21001.www2.hp.com/apipc/SG/EN/series_-971916881.html

The link also gives a direct link to HP support.

Copy the contents of the printer installation CD (or the new drivers) onto the HDD (as win98 does not give CD drives in safemode) (The desktop would be a good place and make it easier to find)

Then boot into Safemode (usually pressing F8 continually - like tapping a morse key - right after starting the computer) and remove the printer from there.

As follows:
Go into Printers/faxes (start button and look for it) and highlight the printer, then right click and select remove/delete

Secondly go to add remove programs and look for any reference to the printer software. Remove anything that has HP name attached.

Now re-boot computer and go back into safe mode again.

Reinstall the printer from within safe mode and reboot computer.

I believe thats already been done. Thanks though. Can I ask you, whats the importance of doing it in safe mode. Isn't safe mode for if you've got a driver problem stopping you from getting into windows

Sometimes, when you un-install software and drivers windows holds onto some parts because thay may be in use by other parts of windows, and when you install you sometimes get software conflicts due to the same problem in reverse.

To ensure a nice clean un-install (and installation) you are better doing it in safe mode as it is only the necessary (minimal) drivers etc that are loaded. This way when you uninstall/install there is less chance of conflicts and traces left behind. With some software/drivers if the un-installation is not COMPLETE then oyu can have problems when you try to re-install at a later time.

Some software vendors recommend that all installation/un-installs are done in safe mode.

Thanks, I'll get them to attempt that. Interesting that you mentioned Hp support, I'll get em' to folow that avenue too.