Hi there. We have a Phaser 7500 which has been running great, however, over the last few weeks it has started to take a long time to process certain files. If we send a file created in Adobe InDesign or Illustrator to the printer, it prints it pretty quickly, but for some reason, any files that have been sent from Microsoft Word, Excel or Outlook literally take at least 10 minutes to process before printing. Saving a Word or Outlook file to PDF doesn't solve the problem either, the printer knows there's Word, Outlook or Excel data in there somewhere!
As I say, this has only started happening in the last week or so, so I don't know if it's an Office update that's caused it or not.
We're printing from Macs using Office 365 and the printer's firmware is as below:-
System Version 1.3.8.P
Operating System(OS) 9.49
Adobe PostScript 3016.101 (15)
PCL 5c Version 5.0
Firmware was updated AFTER the problem started.
Thanks for any help!
Solved! Go to Solution.
Are you 100% certain that a pdf created in Word still displays the issue? Because if that is true you just killed all troubleshooting that can be done entirely. A printer can't know where a file was created, so the issue has to be driver (Happens to all files that go through it) program (Specific to the program family) printer (All jobs printed).
So if it did not happen to jobs exported as pdf we could simply uncheck 2 boxes in the driver to fix a known issue with MS Office and 2 options enabled in the driver props.
If it happened in all jobs we could just import via CWIS direct to the printer, which eliminates the driver and app from the equation.
But if it does not happen from an Indesign created pdf and does from a Word created pdf, there is nothing to start from on the Xerox end, the issue has to be in some way caused by the creator of the file. And that can't be troubleshooted by people on the internet
Uninstall the driver/prionter on one Mac.
Reinstall through Apple > System Preferences > Print and Scan
Do not pick the printer from a list, install it by giung to the IP tab and choosing HP Jet Direct from the dropdown.
Choose to Use = Xerox Phaser 7500, 4.14.0
Once installed, reboot the Mac and try printing, it should resolve the issue