Epson P800 issue after updating driver (Windows)

[cybis]

I’ve recently updated my Epson P800 driver from 6.72 to 6.73 on a Windows 10 machine. Everything was fine before the update. After the update, I'm having the following issue: when I try to access the ‘Printer Preferences’, I get the following message:

"Found new printer settings. To update these settings, close and then reopen the Print Settings screen. Current settings are cleared when updating to new printer settings. Do you want to update the printer settings?"

If I click OK, I get the following error:

"Operation could not be completed."

If I click Cancel, the Printing Preferences opens but I’m missing certain Media Types that were present before the update (Legacy Paper media types missing).

I’ve tried uninstalling / reinstalling all Epson software with no luck.
I’ve contacted Epson support and they were unable to solve the issue.
There doesn't seem to be a way to roll back to 6.72.

Anyone else seeing this? Anyone running 6.73 successfully on Windows 10? Anyone seeing legacy papers in Media Type in 6.72 or 6.73?

Thank you!

[Farmer]

How are you connected to the printer?  USB or Ethernet?  There shouldn't be anything in 6.73 that would cause this - are you able to print or see ink levels?

[cybis]

How are you connected to the printer?  USB or Ethernet?  There shouldn't be anything in 6.73 that would cause this - are you able to print or see ink levels?

The printer is connected via USB and is printing fine. The computer is also communicating fine with the printer and is seeing ink levels.

[cybis]

Ok, here is one working theory as to what is happening. By default the Media Type options in the printer driver are:

• Photo Paper >
  
  • Premium Photo Paper Glossy
  • Premium Photo Paper Semigloss
  • Photo Paper Glossy
  • Ultra Premium Photo Paper Luster
• Proofing Paper >
  
  • Proofing Paper White Semimatte
• Matte Paper >
  
  • Ultra Premium Presentation Matte
  • Presentation Paper Matte
• Fine Art Paper >
  
  • Velvet Fine Art Paper
  • Ultrasmooth Fine Art Paper
  • Watercolor Paper Radiant White
• Plain Paper >
  
  • Plain Paper / Bright White Paper
• Canvas >
  
  • Canvas Satin
  • Canvas Matte

But if Premium ICC Profiles for the Epson SureColor P800 is installed (as opposed to just installing the ICC profiles alone) then several other papers are added to the Media Type list. At least it worked with the 6.72 driver but doesn't seem to work with 6.73 any longer and maybe causing the above-mentioned error if updating to 6.73 from 6.72+'Premium ICC' installed. Maybe?

[Farmer]

Ok, here is one working theory as to what is happening. By default the Media Type options in the printer driver are:

• Photo Paper >
  
  • Premium Photo Paper Glossy
  • Premium Photo Paper Semigloss
  • Photo Paper Glossy
  • Ultra Premium Photo Paper Luster
• Proofing Paper >
  
  • Proofing Paper White Semimatte
• Matte Paper >
  
  • Ultra Premium Presentation Matte
  • Presentation Paper Matte
• Fine Art Paper >
  
  • Velvet Fine Art Paper
  • Ultrasmooth Fine Art Paper
  • Watercolor Paper Radiant White
• Plain Paper >
  
  • Plain Paper / Bright White Paper
• Canvas >
  
  • Canvas Satin
  • Canvas Matte

But if Premium ICC Profiles for the Epson SureColor P800 is installed (as opposed to just installing the ICC profiles alone) then several other papers are added to the Media Type list. At least it worked with the 6.72 driver but doesn't seem to work with 6.73 any longer and maybe causing the above-mentioned error if updating to 6.73 from 6.72+'Premium ICC' installed. Maybe?

That's not entirely impossible.  It's at least a vector look at.  I would suggest going back to Epson Support with that additional info as the two installations together may be causing a problem.  The driver itself seems fine from what I can see.

[cybis]

Thanks Phil.

Also, I've just installed the P800 6.73 driver on a windows 7 machine with no previous P800 drivers. I then tried to install the premium ICC profiles. I'm not getting any errors but there is no additional papers present in media type like I had with 6.72. There is no cold press, hot press, or any legacy papers listed. Does anyone see these paper options on their windows machine?

[Farmer]

I meant to ask - where are you getting the driver from?  There are slight variations sometimes between regional areas due to variations in regional media offerings, for example.

[Eric Myrvaagnes]

Thanks Phil.

Also, I've just installed the P800 6.73 driver on a windows 7 machine with no previous P800 drivers. I then tried to install the premium ICC profiles. I'm not getting any errors but there is no additional papers present in media type like I had with 6.72. There is no cold press, hot press, or any legacy papers listed. Does anyone see these paper options on their windows machine?

I just checked on my Windows 10 machine. I have Epson driver 6.73 and it shows all the legacy papers for my P800. I got my P800 a little less than a year ago and I'm not aware of having updated the driver.

[cybis]

I meant to ask - where are you getting the driver from?  There are slight variations sometimes between regional areas due to variations in regional media offerings, for example.

That's a very good point, especially regarding media issue. I'm located in the US and downloading from Epson USA either from epson.com site or via the Epson Software Updater.

[cybis]

I just checked on my Windows 10 machine. I have Epson driver 6.73 and it shows all the legacy papers for my P800. I got my P800 a little less than a year ago and I'm not aware of having updated the driver.

That's interesting. The Epson Software Updater updated my driver last week after being away for a month. The epson USA page show 6.73 being new as of June 1st, 2017.

[cybis]

Here's a screen shot of my printing preferences panel with the list of media.

[Eric Myrvaagnes]

Here's a screen shot of my printing preferences panel with the list of media.

That looks just like mine.
And if you click on the drop-down menu for Photo Paper, there are ten papers listed, including Legacy Baryta and Legacy Platine.
And under Fine Art Paper there are another ten, including Legacy Etching and Legacy Fibre, as well as two each of Hot and Cold Press papers.

What are you missing?

Make sure you only have one version of the P800 listed in your printers list. For a while I had P800 as well as a copy of P800, and when I noticed it and deleted the copy, it turned out that that was the one with all my preferences. Is it possible that your new driver is trying to operate on a spurious copy of your P800?

[cybis]

That looks just like mine.
And if you click on the drop-down menu for Photo Paper, there are ten papers listed, including Legacy Baryta and Legacy Platine.
And under Fine Art Paper there are another ten, including Legacy Etching and Legacy Fibre, as well as two each of Hot and Cold Press papers.

What are you missing?

Make sure you only have one version of the P800 listed in your printers list. For a while I had P800 as well as a copy of P800, and when I noticed it and deleted the copy, it turned out that that was the one with all my preferences. Is it possible that your new driver is trying to operate on a spurious copy of your P800?

I only have four papers under photo paper. I'm missing all the legacy and signature worthy papers. I remembered it wrong and thought that the legacy papers were in their own folder but now that I read your post I realize they are suppose to be in the existing folders. They are not there.

I just tried downgrading to 6.71 but  the problem still persists.

[Farmer]

Location for your downloads seems OK - no obvious conflict.  As Eric suggests, it seems fine and I'm unable to replicate your problem here (same driver, just downloaded from Australia).

I think you need to document exactly what's going on and escalate back to Epson.

[cybis]

Location for your downloads seems OK - no obvious conflict.  As Eric suggests, it seems fine and I'm unable to replicate your problem here (same driver, just downloaded from Australia).

I think you need to document exactly what's going on and escalate back to Epson.

Thanks Phil. I escalated the issue and a epson tech remote logged in my computer, he saw the problem but couldn't fix it.  Epson just keep saying the problem is with my computer not their driver, so they are not helping.

I got it to work fine on my Windows 7 laptop with driver v 6.73. But I'm out of idea to make it work on my Windows 10 desktop. 

Does anyone know where settings are stored and remembered? The message from the Epson driver says "Found new printer settings", if I knew where it found these settings I could maybe delete them.

(and I really appreciate everyone's help. It's a very frustrating issue...)

[cybis]

For reference this is how it should look like.

[Farmer]

That's probably a fair statement from support.

You could uninstall all Epson software and then search for "Epson" on your hard drive and see what's still lurking.  If you are confident in the Registry, you could also go looking there.

Have you checked your firmware version against the latest?  July saw an update released - it might help?

[cybis]

That's probably a fair statement from support.

You could uninstall all Epson software and then search for "Epson" on your hard drive and see what's still lurking.  If you are confident in the Registry, you could also go looking there.

Have you checked your firmware version against the latest?  July saw an update released - it might help?

I tried that. I uninstalled every piece of Epson software, Erased every file and folder that I could find in program files, app data, and all, deleted every reference to Epson in the registry and yet when I reinstalled any version of the driver I get the same error. I updated to the latest July firmware.  I'm baffled. There must be something left behind from a previous install that I'm missing. But whatever file, folder, or registry entry it is, it doesn't contain the letter sequence e p s o n.

[Farmer]

Maybe try switching on verbose logging and then see what's installed and whether it's working when you do the install?

https://support.microsoft.com/en-au/help/2545723/how-to-enable-microsoft-installer-logging-and-verbose-logging-to-gathe

[cybis]

Thanks for your help everyone. The problem is solved!!!

After uninstalling everything for the nth time, and removing every instances of 'epson' AND 'p800' in the registry and the file system, then reinstalling the driver, all is finally fine.

For some registry entries I had to change owner and permissions in order to be able to delete them.

Pheww