Hi everyone, like most of you, I have that 1 customer who is always a pain-in-the-neck. Never satisfied, always an issue with something. In our case, this customer really uses our product and the individual users are very advanced. They appointed a lady as the project manager, and unfortunatly, she nether wanted the position, nor is willing to attend any of the 20 different training classes we have provided to the facility. So her actual knowledge of the application is limited and her background is in running report from a mainframe application and has limited knowledge (and I don't believe she has any network administration rights) of local client/sever deployment and windows network. Anyway, I received an email from her regarding a printing issue, and I have tried to summerize her statements with a possible reply. But I don't have the greatest "soft-touch" skills, and am looking for some advice. Below is my draft reply, I apprecate any and all suggestions both about my draft replay and possible reasons for the issue.

Kirk

Symptoms:  

1.	Main OR’s Staff cannot obtain consistent printing under one user name:  LEWilson.
2.	When print demographic sheets, the output prints the remote printer but not always to the local printer.
3.	Lenney’s system halts and crashes due to the printer problem.

The is identified as a Care Tracker Enterprise application problem because:

1.	When a Care Tracker Enterprise user stops printing to their local printer, they still have the ability 
to print any desktop application to their local printer.  However, returning to Care Tracker they still will not
receive any output to the printer, but all output will go to the remote printer.  
2.	Once they log out of windows and re-login windows and Care Tracker Enterprise, the application prints fine.
3.	This problem seems to be associated with the remote printer being out of paper.

Problem Identification.

1.	As identified in symptom 1, the problem is only happening to one user account inside the application 
and all others users are not experiencing this same issue.  The statement does not identify if the user always
uses the same workstation or experiences the issue on another workstation.  Having reviewed the User Login history,
from April 1st, 2004 through May 7th, 2004 for LEWilson, it appears that she logs into the following workstations:

PMC172026177107 & PMC172026177105

These logins were under the following network/workstation login:

Leah.Kiser, peggy.catoe, and Leonard.Wilson


2.	During this same period of time, the user account LEWilson was logged into the Care Tracker Enterprise
system for a total of 9,925 minutes, in 73 separate sessions, with an average session length of 135 minutes.
3.	In Symptom statement 3, you state that the system halts and crashes due to the printer problem.  
But in Symptom statement 2, you state that once it quits printing to the local printer, the user is still able
to print demographics (and therefore schedule and perform other functions within the application) which would
indicate that the system, nor the application is halted or crashed.

CQI’s Actions and Thoughts:

1.	Since the printing problem is only happening to one user, it does not appear in general to be a 
true application problem, although the problem appears to only affect the Care Tracker application.
2.	When printing to from within the application and print job is sent to the windows print spooler
and the printing process is turned over to the windows operating system.  It would appear that at some point,
the windows print spooler to the local printer is being dropped or corrupted in some manner.
3.	CQI has not had this issue with any other accounts, nor have we been able to reproduce the problem
within our testing environment.  
4.	As of today,  CQI will begin monitoring your facility for a print spooler error.