OL2000: Error Message "Cannot retrieve printer information. To check the printer setup, double-click the Printers icon in Windows Control Panel."

This article was previously published under Q234623

ERROR MESSAGE

NOTE: Microsoft Office 2000 has built-in functionality that allows you to get more information about difficult-to-troubleshoot alerts or error messages. If you want to enable this functionality for this and other error messages in Microsoft Office 2000, please download the Microsoft Office 2000 Customizable Alerts file from the Microsoft Office Update Web site at the following address:

NOTE: If you reached this article by clicking the Web Info button in an error message, you already have Customizable Alerts enabled.

WHAT TO TRY

No Default Printer Designated

If you have the correct printer driver installed, but do not have a printer designated as the default printer, you may receive the second error message. To set a printer as the Windows default, follow these steps:

1. Click Start, point to Settings, and then click Printers.
2. Right-click the icon for your printer, and then click Set As Default.

Your Printer Driver Is Not Installed

If you don't have the driver for your printer installed, use the Add Printer Wizard to install it. Click Start, point to Settings, and then click Printers. Double-click Add Printer, and follow the instructions.



NOTE: Some printers have their own setup routines that bypass the Add Printer Wizard. If this applies to your printer, follow the instructions in your documentation.

Your Printer Driver Is Corrupt

If you already have a printer installed, there may be another problem. Your printer driver may be corrupted. Reinstalling the printer driver can fix a corrupted driver.



Try this first, because this may take care of problems elsewhere on your computer. When you reinstall your printer driver, the Microsoft Windows operating system corrects many system files and registry keys.

1. Click Start, point to Settings, and then click Printers.
2. Right-click your default printer, and click Delete. If you're asked if you want to remove extra files left on the system, click Yes.
3. Double-click Add Printer, and follow the instructions to reinstall your printer driver.

You Have A Damaged System File

Run System File Checker (Windows 98 only).


The System File Checker verifies the integrity of system files, and if it finds a corrupted file, it allows you to restore it. This tool is available only in Windows 98.

1. Click Start, point to Programs, point to Accessories, point to System Tools, and then click System Information.
2. On the Tools menu, click System File Checker.
3. Click Scan for altered files, and then click Settings.
4. Choose the configuration you want to use, and then click OK.
5. Click Start.
6. If System File Checker finds any altered files, follow the instructions to reinstall them.

The Win.ini File Is Too Large, or Damaged

The Win.ini file may be too large if many sections and lines in the file are duplicates. A missing [Devices] section can also cause problems. You will need to know the name of your printer driver to complete this procedure.

1. Click Start, point to Find, and then click Files or Folders.
2. In the Named box, type win.ini.
3. In the Look In list, click your hard disk.
4. Click to select the Include Subfolders check box, and then click Find Now.
5. Check the size of Win.ini in the Size column. If it is larger than 64 KB, the file is too big. This could be the cause of the error message.
6. Double-click the Win.ini file. This will open it in Notepad.
7. Look for duplicate entries or sections. If you find any, delete them.
8. The [Devices] section should list the friendly name of the printer, followed by an equals sign, the driver name, a comma, and then the port or network path.
   
   If the section is missing, add it. Here's an example:

   [Devices]
   HP LaserJet 4/4M=HPPCL5MS,LPT1:
   HP LaserJet IIISi=HPPCL5MS,\\<Server>\<Sharename>
   				

   \\<Server>\<Sharename> is the path to a networked printer.
9. If you made any changes, on the File menu, click Save and then attempt to print again. You may need to restart your computer before your changes take effect.

The Printer Port Is Not Working

If you can't print to your local printer at all, there may be a device conflicting with your computer's printer port, or the port might not be installed. Try removing and reinstalling the printer port.

1. Right-click My Computer, and then click Properties.
2. On the Device Manager tab, expand Ports (COM & LPT) and double-click the port your printer is using.
3. If the Device status box says that the device is working properly, you may have some other system problem. You may need to reinstall your operating system.
4. If the Device status box indicates a problem, click OK, and then click Remove.
5. Click OK, and then restart your computer.
6. After your computer restarts, click Start, point to Settings, and then click Control Panel. Double-click Add New Hardware, and let Windows detect the hardware in your computer.

If the port still doesn't work after you remove and reinstall it, you may need to check the BIOS settings on your computer to make sure the port is enabled. Consult your computer documentation for instructions. If all of these procedures fail, you may have a corrupted system file. If you're using Windows NT or Windows 95, you may need to reinstall the operating system.