FunkyL Loc: MD

Yesterday, after years of reliable service, I found I can't print from PSE 2019 to my Canon Pixma TS9020. I set up the print job as usual, it looks correct, but when I click "print" it changes the printer to our Brother laser printer. sometimes I get the following message: "saved print information is an incompatible version. It has been set to default values." Sometimes it changes printers without the message. I am able to print to the Canon directly from my picture files, bypassing PSE, but the result is unsatisfactory.

I have restarted everything, uninstalled both printers, reinstalled the Canon, tried printing without the Brother installed, reinstalled the Brother, updated the Canon. I have looked online and found that others report this with other PSE versions, and suggested I may need to update PSE 2019 - I have the preferences set for automatic update; I can't find where to check for available updates or confirm that my version is up to date. Adobe's chatbot is useless. My PSE is a purchased version, not a subscription, if that makes any difference.

Thanks in advance for your help.

Just Shoot Me Loc: Ithaca, NY

I don't understand why Adobe's chat box is useless. They are usually very good as verified by other users here.
Perhaps it is the day of the week or a technical issue but I would try them again on Monday. Phone them also.
Otherwise it seems like you have done everything except put the cat out. I used 2018 until last year and never had your issue. I have gone to subscription since. Did you have an update to your computer installed overnight that you are not aware of? Otherwise the error message is suspect of something Adobe might have embedded in their software.
I believe Adobe holds the answer.

Ron

delder Loc: Maryland

I live in a Retirement Community with an Enterprise Network and the Network Connection of printers is an issue.
[DHCP issues]
Is your TS9020 printer hard wired or networked to your computer? Network could be a DHCP issue.

alvin3232 Loc: Houston, TX

Hi
1. Question, What version of windows are you running, Windows 7,10, or 11 (Laptop or desktop)
2. Question is this a Mac desktop or laptop
3. Providing that information would be helpful.
4. Is the printer setup and wifi or hard wire
5. Depending on questions 1 or 2, have you tried getting the latest printer driver?
Al

FunkyL Loc: MD

"useless" was just me venting my frustration - I was "chatting" with an AI that could only provide links to articles that might be relevant, and most of those I'd already found.... I'll try Adobe again during the week rather than on the weekend.

FunkyL Loc: MD

Its hard wired.

FunkyL Loc: MD

1. Windows 10
2. Laptop
3. glad to provide whatever info may help
4. hard wire (I plug it into one of the laptop ports as needed.)
5. yes

Hope this helps!

alvin3232 Loc: Houston, TX

Yes
1. When was the last time you knew it was working?
2. In your note, I know you mentioned you had uninstalled both printers and software. Remove the software and run the install for either printer and leave the USB unplugged until it asked you to plug it inn.
3. When you reinstalled them are you able to just print or even try doing a test page
4. Prior question do you have the latest driver installed and you should be able to get those from Canon and Brother websites? Just be looking up your printer model.
5. So you are using the USB port on your laptop. Once you plug attached the USB cable in, does it see the printer.
6. I would try to print to one of the printers and see what happens. Brother or Canon and you are using the USB cable for both correct.

Alvin

PhotogHobbyist Loc: Bradford, PA

Check the computer's settings for devices. Look at the printer section and determine which one is marked as the default. I have found, at times, my comouter does not have a default printer indicated and I have only one printer.

delder Loc: Maryland

For USB Hardwire, 2 more thoughts then:

1. Try plugging in the printer BEFORE Turning on the Laptop.

2. Separate Dedicated USB ports for EACH printer, ESPECIALLY different Brands...

Good Luck.

FunkyL Loc: MD

Thank you all for your suggestions. Since I can print from my laptop to this printer from sources other than PSE, I think I will take the advice from "Just Shoot Me" to contact Adobe again, on a weekday. It may be a couple of days before I have time to do this. If I still can't print from PSE after that, I'll revisit your suggestions. In the meantime, I appreciate your helpful questions and suggestions.

FunkyL Loc: MD

Thanks all for your suggestions. I was able to chat with a real person instead of the AI that I'd been so frustrated with, and he agreed that the issue was in PSE rather than the printer, and fixed it.