From time to time I find myself fixing other people’s computers. Although
my education is in programming and my experience is in creating web
applications, I’ve found that helping others with their computer problems
is an educational experience. In addition to the knowledge gained from
computer repair, I typically have a few extra dollars in my pocket when I’m
done.

Recently someone asked me to install a Dell V305 printer on a Dell computer
running the 64-bit version of Windows Vista. Installing a printer is
usually an easy task that simply involves running installation software,
plugging in the printer to the power and USB port, and then turning the
printer on. On this occasion, installation was not that simple. The client
had already attempted following those simple steps, however was receiving a
communication error when attempting to print. 

I began my diagnosis of the problem by trying to print something myself.
This sounds redundant, but I’ve encountered several occasions where a
client simply did not know how to use the software or device he was trying
to install. The easiest way to do this is to print a test page from the
printer’s properties window. I received the communication error message as
described by the client. I checked to make sure that the printer was
assigned to the correct port. I tried different ports to see how this would
affect the problem, however I continued to get communications error when
trying to print. I disabled McAfee Firewall to ensure that the firewall was
not blocking access. This did not help either.  I downloaded the most
recent version of the printer driver from the Dell website. I uninstalled
the printer and then reinstalled it using the updated driver. I continued
to receive that same error message. I found several websites that described
procedures for solving this problem, including the Dell customer support
web site. They described procedures similar to those I had already
performed, however included procedures for ensuring that the print spooler
service was enabled. They also included procedures for deleting several
registry keys before attempting the reinstall. I followed these procedures
as well and continued to get the communication error message when
attempting to print a test page. 

I needed to isolate the problem as being with the computer or the printer.
I installed the printer and drivers on my Windows XP machine and was able
to print a test page without errors. I then installed an HP Deskjet 450
printer on the Windows Vista machine and was able to print a test page
without errors. Both computers were protected by McAfee Security Center. I
determined that the problem was neither the printer nor the computer
individually, but limited to the Dell printer when connected to the Windows
Vista computer. 

Searching for connection problems with that printer revealed that several
others had similar difficulties and no solutions. I believed at this point
that the problem may stem from an incompatibility between the 64-bit
version of Windows Vista and the printer drivers. I decided to contact Dell
technical support to see if they had any answers. I typically consider
contacting technical support as a last resort since my past experiences
with technical support have yielded a lot of aggravation and very little
help. I was pleasantly surprised by Dell’s online technical support
however. After I described the problem via a chat window, the technical
support personnel explained a few simple steps to establish a remote
desktop between the problem computer and the technician. Once this was
established, I watched as the technician followed the same procedures that
I had previously followed in an attempt to solve the problem. He did follow
one more step which I had not. He found that several of the printer’s
applications had been blocked by Program Systemguards in McAfee Security
Center. He unblocked the applications and then had me print a test page.
This time, the page printed without error. 

There are several reasons why I feel I overlooked this solution. First, in
my experience with McAfee Security Center, it would always provide a
notification before blocking network access to a program. During
installation on both the Windows Vista and Windows XP machines, I did not
get any messages from McAfee. Second, I falsely believed that disabling the
McAfee  firewall would also disable Systemguard, thus allowing access to
any blocked programs. This was not the case. There was a second location
for disabling Systemguard. Lastly, I was able to install the printer on the
Windows XP machine that was also equipped with McAfee Security Center.
Apparently, however, the Windows Vista version of McAfee Security Center
blocked the Dell V305 printer drivers by default, whereas the Windows XP
version did not.