Known Participant

Question

can't print after 9.4.2

Forum|Forum|15 years ago
February 9, 2011
52 replies
80747 views

Hi,

After updating Acrobat Pro from 9.4.1 -> 9.4.2 yesterday, a couple of our users can no longer print pdfs. I've uninstalled and re-installed twice, and I can confirm that it is the 9.4.2 update that breaks it. I print from 9.4.1, install the update, reboot, and can't print. I've scrubbed the registry after the uninstall as best I could thinking there was a registry setting somewhere that broke, but no luck.

Any ideas?

Thanks,

Bob

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B

Bob-RAuthor

Known Participant

Another test we did:

I logged on to a computer as a non-admin account. I installed a network printer as me. I know that the normal user of the printer already had that printer installed and uses it daily. I was able to print to the printer with no problems. I asked her to test printing today and she just told me that she can not print.

So it looks like it is something to do with the user's account.

B

Bob-RAuthor

Known Participant

Here's some more information:

Deleting and re-installing all of the printers does not work. However, installing brand new printers does work.

We have 6 networked printers. User had the two closest installed. User got bit by this bug. We uninstalled the two printers, rebooted, re-installed. No go. Then on a hunch, my co-worker tried installing another networked printer that is a different model and has different drivers. This newly installed printer was able to print. So if the user walks halfway across campus, she can get her printouts.

J

Jeff_M_Wiens

Participating Frequently

We have the exact same issue. We're printing on a Laserjet 2055 on XP-SP3. After install 9.4.2 on Acrobat Pro, Acrobat no longer prints to the printer. It's a silent fail. When you click print, absolutely nothing happens. Doesn't go to the printer queue, doesn't crash, doesn't do anything. I uninstalled 9.4.2 and went back to 9.4.1 via reinstalling Acrobat. Works fine. Our only workaround is to not install 9.4.2. The patch definately has bugs.

As part of troubleshooting, I installed the post script universal driver and it had not effect. Adobe Reader 9.4.2 works fine.

We have approximately 200 computers. So far we've only seen this bug on two seperate computers. Not all computers have Acrobat installed. I'm asking all users to test their Acrobat to see how prevelent the issue is. It DOES work fine on my Windows 7 installation.

All computers were recently patched from Microsoft's patch Tuesday. I have no way of seeing if the new patches interact with 9.4.2. I suppose it's possible.

A

Agarwal_Atul

Adobe Employee

Dear Valued Customers,

Thanks for reporting the issue. We are closely working on this one and have reproduced the issue at our end.

As an immediate workaround, You may right click on the pdf document and select print or I would request you to kindly open the printer queue by going to the printers and faxes in the control panel. Once the queue is open then you may drag the pdf document into the printer queue in order to get that printed. This works fine.

Also, “We’ve been able to reproduce the issue only with Acrobat (not Reader 9.4.2) with certain specific models of HP Printers when printed over the network”. If anyone is facing an issue with some other models or in some other scenarios, please report back.

Meanwhile, we are working on this issue. We apologize for any inconvenience faced by you due to this issue.

Thanks,

Atul Agarwal

Adobe Systems

D

DS-bc

Participant

We are having the same print issues since this patch was deployed with an HP 4515x Printer using the "HP Universal Printing PCL 6 Driver".

A

airwolf1544

Participating Frequently

Same Problem here.. tested with different Printers (drivers) and OS Versions (XP and 7).

(HP Universal PCL5 V4.7, HP Universal PS V4.7, Rumborak PDF-Writer Plus 1.0 RC9)

A

Agarwal_Atul

Adobe Employee

Hi,

May we please know the Printer Make/Model Number? Are you getting this issue on all HP printer models?

Thanks,

Atul Agarwal

Adobe Systems

T

tjtpa

Participant

This problem was for an HP 8100 series networked printer. When we couldn't print, we tried to print to an HP 9050 series networked printer, which again gave us the same issue. I tried installing the 9.4.2 standalone update on top of the automatic update to see if it would correct the problem, but it did not fix it.

I then completely uninstalled and reinstalled from scratch and installed all updates up to 9.4.1, and everything is fine. I've deployed a GPO registry setting to all of my machines that run Acrobat 9 to block automatic updating until there is a solution for this.

A

Anonymous

I have the same problem - can't print to either printer after installing 9.4.2. Both printers are HP. When I click on Print, I get the error message "Before you can perform print-related tasks such as page setup or printing a document, you need to install a printer."

I can print from other programs and could print from Acrobat before installing the latest release. I tried adding a printer using the wizard in Printers and Faxes, then restarted, but got the same error message. i called Adobe tech support and went through the process of repairing the installation, as advised, but this did not help. Windows Restore did nothing, said nothing was changed.

Can we revert to 9.4.1? Please, Adobe, help.

A

Anonymous

The exact same result happens to me but I thought it was related to my new printer.

9.4.2 printed to my older HP PSC 1610 but 9.4.2 will not recognize my new HP Officejet 4500. Microsoft apps and Reader all print fine.

Should I go through the uninstall/reinstall up to 9.2?

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Anonymous

and atanu, you may not feel like you represent Adobe - and therefore don't feel like you have the authority or responsibility to address the earlier posts about Adobe's customer service - especially to us Enterprise customers - but you do indeed represent Adobe. And your response is wholly inadequate and completely lacking in customer concern. If you were my employee I would re-train you, and if you still responded in the way you have thus far, I would fire you. And sorry if this email makes you roll your eyes. But if you know it's not worth forwarding these type of comments to a higher level of administration then let me ask you why you are working for a company that doesn't care about its consumers. The size of a company will never protect them from a lack of customer support.

jim

Very well said Jim!!!! They probably feel like this is not affecting many customers. The number of customers complaining on this forum and others with this same issue is just a small fraction of the number of people using Acrobat. What they don't understand is that there are probably MANY more people that aren't commenting on it, but have read it because they have the same problem (probably more people than actually DO comment).

I mean seriously, it's been almost 2 weeks and still you are pushing a BUGGY update out to ALL your acrobat 9 users! COME ON! I am sick of this! I shouldn't have to keep spending my days going around to users' computers editing your code!! If this is your so called "permanent fix" then you have already set this product up for failure here on out. I have already talked to management and we are currently reviewing other vendors for a replacement product. While I'm sure the other vendors won't have near the same features, they will allow our users to PRINT! Do you not realize how important being able to print a document is?? Besides creating PDFs, the only other thing my users use Acrobat for is PRINTING. I am thoroughly disgusted with how Adobe has handled this problem! Every day that goes by without a patch, I get more disgusted. Oh, that brings me to another point, by PATCH I mean 1) Applying the solution to the 9.4.2 update that is still being downloaded to my users computers today and 2) Releasing a file that can either be automatically downloaded by acrobat like the regular updates are or installed by me AND that DOESN'T mean me having to edit your files by hand! So stop giving me your asinine "work arounds" and fix the dang product! Everyone who has a 9.4.2 installation right now has a BROKEN product, so fix it!

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Geoffrey_D__Nicholls

Participant

I have this problem also. I can print from 9.4.2 to my Canon MP830 (USB); but no printing to my network HP LJ3015???.

Looks like network printing got hosed.

How to revert to 9.4.1??

B

Bob-RAuthor

Known Participant

Geoffrey,

Completely uninstall Acrobat Pro, then reboot. Install Acrobat again, reboot. Open Acrobat, register, accept license, etc. Click on the Help menu and select Check for Updates. You should receive either a message that the updater is already running or that there's an update to the update software. Update the updater, then update Acrobat. Reboot. Check your version under Help | About. If you are on version 9.2, you can stop. If not, run another update.

If you download the individual msp files from Acrobat, it is possible to "stop" updating at 9.4.1. Personally, it's not worth the effort of going that slowly. I found it so much easier just to stop at 9.2.

Alternately, depending on what you need acrobat to do, uninstall Acrobat then visit http://sourceforge.net/projects/pdfcreator/ and see what you think.