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John29908677w1n8
Participant
May 16, 2023
Question

HP printer prints strange smeared lines and some code

  • May 16, 2023
  • 1 reply
  • 2458 views

Hello,

I have a problem with my HP printer while printing PDFs from acrobat over WIFI. When I print PDF documents over WIFI, approx 1-2 out of 10 files will come out with the same number of pages, but all of them as smeared-ink except the last page which comes out with the code: "app filename: ;" @PJT set jobattr="appname=apptracking" @PJT set jobattr="jobacc". If I try to print the same file again, everything prints out fine and completely accurate.

 

You can see what I mean in the attached files - one with the code, and one with the smeared ink lines.

 

Specifications:

Acrobat reader is 64bit free edition,

Windows 11 home

HP printer is all-in-one 9013 (new model)

Asus Zenbook 14 Flip

 

What I did so far: I talked with HP professional support - they connected remotely to my system and at the end they said the printer is 100% ok, and that the WIFI connectivity is 100%.

I also talked with Microsoft support - they too conneted remotedly to the system, and said that the software is 100% ok.

HP support said its a known problem of Adobe reader and that I check with Adobe's support for the correct settings. Needless to say, Support only supports paid accounts. Thus, here we are.

 

I should point out that the purpose is to solve this problem without connecting a direct USB cable between the computer and the printer, as both supporters have suggested, since we are not in the 90s.

 

Anyone has any clue about how to solve this?

 

    This topic has been closed for replies.

    1 reply

    Amal.
    Community Manager
    Amal.Community Manager
    Community Manager
    May 16, 2023

    Hi @John29908677w1n8 

     

    Hope you are doing well and sorry to hear that.

     

    What is the version of the Acrobat DC you are using? To check the version, go to Help > About Acrobat and make sure you have the recent version 23.01.2017X  installed. Go to Help > Check for updates and reboot the computer once.

    Also, check for any missing/pending updates for the printer driver and firmware and try updating it. You may also try to remove the printer driver from the computer, reboot and reinstall the driver from the manufacturer's website.

     

    Please go through the help page https://helpx.adobe.com/acrobat/kb/troubleshoot-pdf-printing-acrobat-reader.html and see if that works.

     

    Regards

    Amal

     

     

    J
    John29908677w1n8Author
    Participant
    May 16, 2023

    Of course the adobe software available updates were the first thing I checked. the version is 2023.001.20174 and it says "no updates available".

    As for replacing or removing the drivers, as I said, the HP AND Microsoft professional support both remote-connected to my system and confirmed there's absolutely nothing wrong with the drivers.

     

    Finally, to be sure, as I mentioned, the problem unexpectedly manifests itself, and is inconsistent, meaning it prints this bad pages in about every 5 documents, and disappears with the next print work. So the link doesn't shed any light on the matter, unfortunately.

    Amal.
    Community Manager
    Amal.Community Manager
    Community Manager
    May 17, 2023

    Hi @John29908677w1n8 

     

    Thanks for sharing the information. Please collect the print logs as described here https://helpx.adobe.com/acrobat/kb/collect-print-logs-for-acrobat.html and share them via any cloud storage. Just upload the log file to the cloud, generate the link, and share that link with us for further investigation.

    Regards
    Amal

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