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Microsoft office 2011 for Mac crashed by Xerox software

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Office crashes when printing to Xerox phaser 8560

Prior to upgrading to mountain lion everything was perfect (Macbook pro)  Upgraded to ML and now no microsoft office for mac 2011 software (word, excel, ppt, outlook etc) will print to my Xerox phaser 8560.  All apple programs print fine.  Merely selecting print causes the Ms program to crash (see log below).  Other printers are fine (for instsnce my home HP inkjet is fine).  I also run VMware fusion and can print to the xerox via that.  Apple has been as helpul as it can but concluded that the issue is not thiers (I have updated all drivers, removed and reinstalled both mountain lion and office for mac as well as the printer software several times, reset the print system etc etc)  The error log details (from a crash in word) are:
 
Microsoft Error Reporting log version: 2.0
 
Error Signature:
Exception: EXC_BAD_ACCESS
Date/Time: 2012-10-29 13:02:27 +0000
Application Name: Microsoft Word
Application Bundle ID: com.microsoft.Word
Application Signature: MSWD
Application Version: 14.2.4.120824
Crashed Module Name: CoreFoundation
Crashed Module Version: 744.12
Crashed Module Offset: 0x00012746
Blame Module Name: XeroxTroubleshooting
Blame Module Version: 1.4.6
Blame Module Offset: 0x00001c8c
Application LCID: 1033
Extra app info: Reg=en Loc=0x0409
Crashed thread: 0
 
Microsoft commuinty has answered it is a Xerox probelm, given the crash log.  I called Xerox - they told me my printer is out of warranty.  I adivsed it wasnt a hardware problem but a software problem.  Xerox want to bill me to fix it, but they tell me it will be a quotation for a hardware problem, otherwise it isn't thier problem......
 
Can anyone please, please help?
 
With thanks

 

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Agency Analyst
Agency Analyst

Re: Microsoft office 2011 for Mac crashed by Xerox software

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Shands,

I'm not wonder if removing the Xerox print drivers and then installing them would resolve this issue. Do you have the steps to completely remove a print driver from MAC and then install it? I do not have them handy but a quick google search should pull them up. If you can't find them let me know and I will see if I cannot write one up real quick.
Thank you,
Jordan R.
Systems Analyst / Consultant
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Valued Advisor
Valued Advisor

Re: Microsoft office 2011 for Mac crashed by Xerox software

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I can put it in for ya jroth, as I wrote this to another member a few days ago. :)

 

Delete the xerox printer under System Preferences -> Print and Fax, by clicking on the - (minus) sign.

remove everything in the xerox folder under Finder -> Applications and the one in Finder -> library -> printers.

 

After this I suggest you install the driver manually by doing as following:

1. Download the printer driver


2. Run the file and follow the installation instructions.


3. Choose System Preferences -> Print and Fax.


4. Click on "Add other"(plus sign) printer


5. Choose “IP Printer” on the top tabs.


6. Afterwards you choose LPD/LPR from the drop-down menu.


7. Write in the IP address in “Printer Address”.


8. Double check that the queue name is empty or enter "LP".


9. Choose the correct driver/PPD file from the bottom drop-down menu. (this is very important, if it does not come up automatically search for it)


10. Press on the “Add” button.

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Agency Analyst
Agency Analyst

Re: Microsoft office 2011 for Mac crashed by Xerox software

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Awesome Kmizi! Thanks a bunch!!

Thank you,
Jordan R.
Systems Analyst / Consultant
Fiery Certified Professional

If someone helped you make sure you give Kudos for their efforts! Don't forget to Select Accept as Solution if the reply resolved your issue as it will be able to help others!
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Agency Analyst
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Re: Microsoft office 2011 for Mac crashed by Xerox software

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Kimzi* sorry about the misspell. And I can't see how to delete this on my mobile.
Thank you,
Jordan R.
Systems Analyst / Consultant
Fiery Certified Professional

If someone helped you make sure you give Kudos for their efforts! Don't forget to Select Accept as Solution if the reply resolved your issue as it will be able to help others!
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Valued Advisor
Valued Advisor

Re: Microsoft office 2011 for Mac crashed by Xerox software

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haha, no problem jroth :)

 

Have a nice weekend!

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New Member
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Re: Microsoft office 2011 for Mac crashed by Xerox software

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Thank you for this response. I have tried this many times - with no luck.

 

At present I have to save every ms office 2011 document to a pdf to print it out.

 

I am really very disappointed in Xerox.  To get help - even though it is a software problem, the helpdesk advises that they have to log it as a hardware problem so they can charge me for a solution!!!  Even though it is clearly a software issue.

 

I am further stunned that Xerox haven't themselves offered a solution given that I have supplied the crash log details - I won't be buying Xerox again!

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Valued Advisor
Valued Advisor

Re: Microsoft office 2011 for Mac crashed by Xerox software

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Heya!

 

I have a few things you can try if you want.

Try installing Libreoffice or OpenOffice and see if that works, otherwise you can also try reinstalling the driver.

After you've uninstalled the driver and the xerox folder, logout of your account and hold down SHIFT while clicking on login again.

After that install the generic ps driver instead of installing the driver from the xerox homepage.

 

You can also try Font book, just to see if you have some defect or duplicated fonts.

 

TIP: Remember to Reset the printing system. (you can also try the driver for 10.6 and 10.7)

 

Hope some of this helps you get in the right direction to solve the problem!

Thanks


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Re: Microsoft office 2011 for Mac crashed by Xerox software

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Hi

 

Due to maasive exasperation with the issue - I installed pages on my mac so that I could at least print some documents - have a guess what; "Xerox trouble shhoter plug in caused Pages to quit".

 

I have tried the font book duplicates - no luck

 

I have reinstalled the driver so many times I have lost count - whilst resetting every time.

 

Could you advise where I can get hte generic ps driver from please?

 

Thnsk you for taking the time to respond.

 

C'mon Xerox - sort this out!

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Valued Advisor
Valued Advisor

Re: Microsoft office 2011 for Mac crashed by Xerox software

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Hey!

 

The Generic PS driver is built in on the mac, which means when clicking the plus sign and choosing driver to use, you select generic PS driver instead of any other driver.

 

Thanks!