There are a couple things that can cause the printer to be in such a state.
A) The most common cause is if the printer's light is red. The red light indicates that there is an error, but a red light in itself doesn't necessarily mean that the Diagnostic Tool will be unable to communicate with the BBP11/12. All errors result in a red light, but not all errors cause the printer to enter a state that keeps the Diagnostic Tool from speaking to the printer. If the printer's light is red and you get the "Data Receiving Error" message, then complete the following:
1) Turn the printer Off
2) Press and hold the Feed button on the printer
3) While keeping the Feed button held down, turn the printer On and continue to hold down the Feed button
4) The light on the printer begins to flash through a sequence of different colors. First the light shines Amber and then flashes Red 5 times and then Amber 5 times and then Green 5 times. Release the Feed button during the Green flashes. This will cause the printer to initialize itself and clear any errors.
B) The other possibility is that the printer may be running a TSPL program. TSPL is the scripting language that the BBP11/12 printer speaks. If somebody loaded a TSPL program to the printer and the TSPL program is running, then the printer will not be able to speak to the Diagnostic Tool: BBP11/12 - Taking the printer out of a Stand Alone mode such as Scan to Print / Data Receiving Error in Diagnostic Tool
