BEGIN MAIL= FIRST_NAME= Alex MIDDLE_INITIAL= LAST_NAME= Kirk PRODUCT_CATEGORY= MultiPASS #1 PRODUCT_MODEL= MULTIPASS C755 PRODUCT_SERIALNO= YTW 35536 ADDRESS_LINE1= ADDRESS_LINE2= CITY= STATE= COUNTRY= USA POSTAL_CODE= PHONE_NUMBER= INQUIRY= My Multipass C755 is attached to a WinXP box which recently required restoration via HP's recovery wizard. Since the restoration, whenever I have attempted to print from my Win98 or Linux machines, an error message on the XP machine appears: spoolsv.exe -- Application Error The instruction at "0x100048f9" referenced memory at "0x67615020". The memory could not be "read". I've looked across the web, and there's a lot of conflicting info. I've uninstalled the entire MultiPass suite and re-installed with the XP-specific installed (XPC755.exe), and the problem persists. The only thing I can figure is that, when I was first putting the machine back together after the restoration, I forgot and installed regular Win9x drivers; I'm betting they're not completely gone, and that's the problem. Hopefully you have more detailed information. Thanks in advance for whatever help you can give. CONNECTION= PARALLEL CUSTOMER_TYPE= U OPERATING_SYSTEM= Linux USER_AGENT= Mozilla/5.0 (X11; U; Linux i686; en-US; rv:1.4b) Gecko/20030513 END [ ] Add Response to Knowledgebase ersid: 1054784842.28554.5 ----------------------------------------------------------------- Received: (qmail 24101 invoked from network); 5 Jun 2003 18:38:53 -0000 Received: from idc-t04.expressresponse.com (HELO expressresponse.com) (161.58.80.140) by ec.cdbed1.client.atlantech.net with SMTP; 5 Jun 2003 18:38:53 -0000 Received: (qmail 4627 invoked by uid 104); 5 Jun 2003 18:38:51 -0000 Message-Id: <20030605183851.4626.qmail@expressresponse.com> Received: (qmail 4583 invoked by uid 104); 5 Jun 2003 18:38:49 -0000 Received: (qmail 4574 invoked from network); 5 Jun 2003 18:38:49 -0000 Received: from unknown (HELO mailgw01.cusa.canon.com) (146.184.6.100) by 0 with SMTP; 5 Jun 2003 18:38:49 -0000 Received: (qmail 599 invoked from network); 5 Jun 2003 18:38:48 -0000 Received: from mail01.cusa.canon.com (146.184.100.101) by mailgw01.cusa.canon.com with SMTP; 5 Jun 2003 18:38:48 -0000 Received: (qmail 5497 invoked from network); 5 Jun 2003 18:38:46 -0000 Received: from localhost (HELO mail01.cusa.canon.com) (127.0.0.1) by localhost with SMTP; 5 Jun 2003 18:38:46 -0000 Received: from mail01.cusa.canon.com ([127.0.0.1]) by mail01.cusa.canon.com (SAVSMTP 3.0.0.44) with SMTP id M2003060514384513948 for ; Thu, 05 Jun 2003 14:38:45 -0400 Received: (qmail 5493 invoked from network); 5 Jun 2003 18:38:45 -0000 Received: from citsvae500.cits.canon.com (146.184.39.133) by mail01.cusa.canon.com with SMTP; 5 Jun 2003 18:38:45 -0000 Received: from citskana2.cits.canon.com(146.184.39.57) by citsvae500.cits.canon.com via csmap id 19696; Thu, 05 Jun 2003 14:35:56 -0400 (EDT) Date: Thu, 05 Jun 2003 14:38:45 -0400 To: alex@schnarff.com Subject: Re: MultiPASS - MULTIPASS C755 (KMM1902021V38303L0KM) From: CareCenter@cits.canon.com Reply-To: CareCenter@cits.canon.com Mime-Version: 1.0 Content-Type: text/plain; charset = "us-ascii" Content-Transfer-Encoding: 7bit X-Mailer: KANA Response 7.01.102 Forward_from: CareCenter@cits.canon.com Forward_replyto: CareCenter@cits.canon.com X-Expressresponsesid: 1054784842.28554.5 X-Expressresponsefrom: Canon eCare Dear Alex, Thank you for contacting Canon product support. I apologize for any inconvenience you are experiencing with the C755 communications issues. Unfortunately, the configuration you are describing is not supported by Canon for the C755. First, Canon does not support the Linux environment. Also, the unit is not supported in any type of XP network or shared environment. The unit is supported only as a local installation with a direct connection to a single PC and printing only from the PC. Sincerely, Chris Product Support Representative Customer Satisfaction... The most important product we support! ----------------------------------------------------------------- References: <20030605183851.4626.qmail@expressresponse.com> In-Reply-To: <20030605183851.4626.qmail@expressresponse.com> From: "Alex Kirk" To: CareCenter@cits.canon.com Subject: Re: MultiPASS - MULTIPASS C755 (KMM1902021V38303L0KM) Date: Thu, 05 Jun 2003 18:45:51 GMT Mime-Version: 1.0 Content-Type: text/plain; format=flowed; charset="iso-8859-1" Content-Transfer-Encoding: 7bit > Customer Satisfaction... The most important product we support! Then why don't you #$*(&$! support it? I can understand not supporting Linux. It's completely different to not support sharing a printer via XP. That's ludicrous! I demand to hear from a manager why you don't support sharing a printer in a home network over XP. Alex Kirk ----------------------------------------------------------------- Received: (qmail 786 invoked from network); 6 Jun 2003 02:46:38 -0000 Received: from mailgw01.cusa.canon.com (146.184.6.100) by ec.cdbed1.client.atlantech.net with SMTP; 6 Jun 2003 02:46:38 -0000 Received: (qmail 18931 invoked from network); 6 Jun 2003 02:46:37 -0000 Received: from mail01.cusa.canon.com (146.184.100.101) by mailgw01.cusa.canon.com with SMTP; 6 Jun 2003 02:46:37 -0000 Received: (qmail 23898 invoked from network); 6 Jun 2003 02:46:37 -0000 Received: from localhost (HELO mail01.cusa.canon.com) (127.0.0.1) by localhost with SMTP; 6 Jun 2003 02:46:37 -0000 Received: from mail01.cusa.canon.com ([127.0.0.1]) by mail01.cusa.canon.com (SAVSMTP 3.0.0.44) with SMTP id M2003060522463606686 for ; Thu, 05 Jun 2003 22:46:36 -0400 Received: (qmail 23894 invoked from network); 6 Jun 2003 02:46:36 -0000 Received: from citsvae500.cits.canon.com (146.184.39.133) by mail01.cusa.canon.com with SMTP; 6 Jun 2003 02:46:36 -0000 Received: from citskana2.cits.canon.com(146.184.39.57) by citsvae500.cits.canon.com via csmap id 19681; Thu, 05 Jun 2003 22:43:48 -0400 (EDT) Date: Thu, 05 Jun 2003 22:46:36 -0400 To: Alex Kirk Subject: Re: MultiPASS - MULTIPASS C755 (KMM1903159V67551L0KM) From: Canon eCare Reply-To: Canon eCare Mime-Version: 1.0 Content-Type: text/plain; charset = "us-ascii" Content-Transfer-Encoding: 7bit X-Mailer: KANA Response 7.01.102 Dear Alex Kirk, Thank you for your response. Your issue has been escalated to Email Supervisor staff. You will be responded to shortly. Thank you for choosing Canon. Sincerely, Naomi Product Support Representative ----------------------------------------------------------------- eceived: (qmail 8544 invoked from network); 12 Jun 2003 11:16:17 -0000 Received: from mailgw01.cusa.canon.com (146.184.6.100) by ec.cdbed1.client.atlantech.net with SMTP; 12 Jun 2003 11:16:17 -0000 Received: (qmail 10609 invoked from network); 12 Jun 2003 11:16:16 -0000 Received: from mail01.cusa.canon.com (146.184.100.101) by mailgw01.cusa.canon.com with SMTP; 12 Jun 2003 11:16:16 -0000 Received: (qmail 21895 invoked from network); 12 Jun 2003 11:16:15 -0000 Received: from localhost (HELO mail01.cusa.canon.com) (127.0.0.1) by localhost with SMTP; 12 Jun 2003 11:16:15 -0000 Received: from mail01.cusa.canon.com ([127.0.0.1]) by mail01.cusa.canon.com (SAVSMTP 3.0.0.44) with SMTP id M2003061207161509476 for ; Thu, 12 Jun 2003 07:16:15 -0400 Received: (qmail 21884 invoked from network); 12 Jun 2003 11:16:14 -0000 Received: from citsvae500.cits.canon.com (146.184.39.133) by mail01.cusa.canon.com with SMTP; 12 Jun 2003 11:16:14 -0000 Received: from citskana2.cits.canon.com(146.184.39.57) by citsvae500.cits.canon.com via csmap id 23393; Thu, 12 Jun 2003 07:13:38 -0400 (EDT) Date: Thu, 12 Jun 2003 07:16:14 -0400 To: Alex Kirk Subject: Re: MultiPASS - MULTIPASS C755 (KMM1916040V14941L0KM) From: Canon eCare Reply-To: Canon eCare Mime-Version: 1.0 Content-Type: text/plain; charset = "us-ascii" Content-Transfer-Encoding: 7bit X-Mailer: KANA Response 7.01.102 Dear Mr. Kirk, I'm in receipt of your concerns regarding printer sharing of the C755 multipass in Windows XP, and can understand how this may be upsetting. Unfortunately, we do not have a solution for this issue as it is simply a limitation of the MultiPass Suite software. This is why there is no documentation provided with the printer that references the ability to share this printer in the Windows XP environment. Also, it may help to know that this printer was designed and marketed in the year 2000, which was before the launch of Windows XP. While in most cases software and hardware compatibility is not an issue when new operating systems are introduced, it is unfortunate that in this case it is an issue with regards to sharing the C755 in Windows XP. Please accept our apologies for any inconvenience this may cause. Sincerely, Darius Griffin Operations Supervisor ----------------------------------------------------------------- From: "Alex Kirk" To: Canon eCare Subject: Re: MultiPASS - MULTIPASS C755 (KMM1916040V14941L0KM) Date: Thu, 12 Jun 2003 17:10:57 GMT Mime-Version: 1.0 Content-Type: text/plain; format=flowed; charset="iso-8859-1" Content-Transfer-Encoding: 7bit > Unfortunately, we do not have a solution for this issue as it is simply > a limitation of the MultiPass Suite software. This is why there is no > documentation provided with the printer that references the ability to > share this printer in the Windows XP environment. Umm...in the nicest possible way I can say this...BULLSHIT. Before my wife's XP machine fritzed out and we had to restore it, this worked just fine -- we had her machine sharing the printer without problems for six months. Obviously, this is quite possible. > Also, it may help to know that this printer was designed and marketed in > the year 2000, which was before the launch of Windows XP. While in most > cases software and hardware compatibility is not an issue when new > operating systems are introduced, it is unfortunate that in this case it > is an issue with regards to sharing the C755 in Windows XP. Again, based upon my earlier experience, I don't believe you. Besides, I know XP broke a few things, but I know it didn't break either PostScript printing or basic little things like printer sharing. Even Microsoft wouldn't be stupid enough to let that be a problem -- especially in regards to printers as new as the C755. > Please accept our apologies for any inconvenience this may cause. Sorry, I'm not going to accept this response. Chances are good that you're not lying to me intentionally -- customer service managers who did so wouldn't last -- but whatever the case may be, your answer is very obviously incorrect, since it directly contradicts a half-year of experience. Go talk to your engineers and figure out how this worked, and how to get it working again. I *know* it can be done. If the engineers say it can't be done, I want to speak with one of them directly, to hear an in-depth technical answer (not just "WinXP broke it" -- I want to hear about network protocols, driver specifics, or whatever the problem is). Good luck. Alex Kirk ----------------------------------------------------------------- Received: (qmail 22835 invoked from network); 17 Jun 2003 10:38:28 -0000 Received: from mailgw01.cusa.canon.com (146.184.6.100) by ec.cdbed1.client.atlantech.net with SMTP; 17 Jun 2003 10:38:28 -0000 Received: (qmail 22427 invoked from network); 17 Jun 2003 10:38:27 -0000 Received: from mail01.cusa.canon.com (146.184.100.101) by mailgw01.cusa.canon.com with SMTP; 17 Jun 2003 10:38:27 -0000 Received: (qmail 6630 invoked from network); 17 Jun 2003 10:38:26 -0000 Received: from localhost (HELO mail01.cusa.canon.com) (127.0.0.1) by localhost with SMTP; 17 Jun 2003 10:38:26 -0000 Received: from mail01.cusa.canon.com ([127.0.0.1]) by mail01.cusa.canon.com (SAVSMTP 3.0.0.44) with SMTP id M2003061706382507754 for ; Tue, 17 Jun 2003 06:38:25 -0400 Received: (qmail 6628 invoked from network); 17 Jun 2003 10:38:25 -0000 Received: from citsvae500.cits.canon.com (146.184.39.133) by mail01.cusa.canon.com with SMTP; 17 Jun 2003 10:38:25 -0000 Received: from citskana2.cits.canon.com(146.184.39.57) by citsvae500.cits.canon.com via csmap id 23407; Tue, 17 Jun 2003 06:35:58 -0400 (EDT) Date: Tue, 17 Jun 2003 06:38:24 -0400 To: Alex Kirk Subject: Re: MultiPASS - MULTIPASS C755 (KMM1927272V45808L0KM) From: Canon eCare Reply-To: Canon eCare Mime-Version: 1.0 Content-Type: text/plain; charset = "us-ascii" Content-Transfer-Encoding: 7bit X-Mailer: KANA Response 7.01.102 Dear Mr. Kirk, While you may have been able to share the C755 in Windows XP in the past, we still have no information that will support its use due to its instability in this environment. There was never any intent to support this configuration, and we've been told that it will not be supported in the future for this product. While I'm not sure what may have changed after you had to restore your computer, you may wish to retrace your steps for setting this up initially. I realize this is not the response you're looking for, but we unfortunately do not support sharing this printer in the Windows XP operating environment. Sincerely, Darius Griffin Operations Supervisor ----------------------------------------------------------------- From: "Alex Kirk" To: Canon eCare Subject: Re: MultiPASS - MULTIPASS C755 (KMM1927272V45808L0KM) Date: Tue, 17 Jun 2003 16:56:38 GMT Mime-Version: 1.0 Content-Type: text/plain; format=flowed; charset="iso-8859-1" Content-Transfer-Encoding: 7bit Would you at least be so kind as to have an engineer explain to me precisely *why* this is a problem? Have them snow me under with details -- I should understand most, if not all of them, and at that point, I could at least feel satisfied that you've honestly done whatever you can and the problem is persisting. Meanwhile, why in the world aren't you guys working with Microsoft to fix this problem? I'd think this would be very negatively impacting your bottom line. Alex Kirk ----------------------------------------------------------------- Received: (qmail 7833 invoked from network); 19 Jun 2003 10:24:58 -0000 Received: from mailgw01.cusa.canon.com (146.184.6.100) by ec.cdbed1.client.atlantech.net with SMTP; 19 Jun 2003 10:24:58 -0000 Received: (qmail 21456 invoked from network); 19 Jun 2003 10:24:57 -0000 Received: from mail01.cusa.canon.com (146.184.100.101) by mailgw01.cusa.canon.com with SMTP; 19 Jun 2003 10:24:57 -0000 Received: (qmail 26586 invoked from network); 19 Jun 2003 10:24:56 -0000 Received: from localhost (HELO mail01.cusa.canon.com) (127.0.0.1) by localhost with SMTP; 19 Jun 2003 10:24:56 -0000 Received: from mail01.cusa.canon.com ([127.0.0.1]) by mail01.cusa.canon.com (SAVSMTP 3.0.0.44) with SMTP id M2003061906245519010 for ; Thu, 19 Jun 2003 06:24:55 -0400 Received: (qmail 26582 invoked from network); 19 Jun 2003 10:24:55 -0000 Received: from citsvae500.cits.canon.com (146.184.39.133) by mail01.cusa.canon.com with SMTP; 19 Jun 2003 10:24:55 -0000 Received: from citskana2.cits.canon.com(146.184.39.57) by citsvae500.cits.canon.com via csmap id 29502; Thu, 19 Jun 2003 06:22:32 -0400 (EDT) Date: Thu, 19 Jun 2003 06:24:55 -0400 To: Alex Kirk Subject: Re: MultiPASS - MULTIPASS C755 (KMM1932725V18260L0KM) From: Canon eCare Reply-To: Canon eCare Mime-Version: 1.0 Content-Type: text/plain; charset = "us-ascii" Content-Transfer-Encoding: 7bit X-Mailer: KANA Response 7.01.102 Mr. Kirk, Unfortunately, Canon Inc. has not been inclined to disclose at this time the technical reasons as to why the C755 is not supported in the desired configuration. Regardless, this decision apparently was made in the best interest of the company and its customers. Again, while I can understand your concern for this issue, we are unable to assist you in setting up your C755 multipass for networking through the Windows XP operating environment. Sincerely, Darius Griffin Operations Supervisor ----------------------------------------------------------------- From: "Alex Kirk" To: Canon eCare Subject: Re: MultiPASS - MULTIPASS C755 (KMM1932725V18260L0KM) Date: Thu, 19 Jun 2003 15:21:15 GMT Mime-Version: 1.0 Content-Type: text/plain; format=flowed; charset="iso-8859-1" Content-Transfer-Encoding: 7bit Thank you for at least letting me know you are unable to disclose this information. FYI, I will be posting this e-mail sequence on my web site as a warning to potential purchasers of your products. It's only fair that people know that such an expensive machine won't work in a commonplace modern environment. Alex Kirk -----------------------------------------------------------------