Cannot print to local printer from remote computer using GoToMyPC printer

[Witness5C98]

I have a user who connects to his office computer from home using GoToMyPC. Up until recently, he could print documents from Adobe Acrobat DC on his office computer to his designated GoToMyPC printer which was his printer at home.

Now, he receives the message "This document cannot be printed" then "An error occured..." and his home printer prints blank pages. We've tested extensively with multiple PDFs and the GoToMyPC printer can print PDFs from Chrome and any other documents like Word or emails. Adobe can also print to the office printer without any issue. It just cannot print to the GoToMyPC printer.

I've done all the basic troubleshooting I can think of like removing adding the printer, trying different driver options, and removing then adding the printer back again. I can only determine it must be something about how Acrobat is interacting with GoToMyPC. Has anybody else run into this recently? Any known fixes?

[Amal. · Accepted solution]

Hi there

The planned update for Adobe Acrobat/Reader DC version 21.07.20099 containing the fix is now available. Please update the application from the help menu and reboot the computer once.

You may also download the patch manually from the link https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotesDC/index.html

To know more about the new release please check the help page https://community.adobe.com/t5/acrobat-discussions/adobe-acrobat-and-reader-october-21-updates-are-l...

Let us know if you experience any trouble and need more help

Regards

Amal

[Amal.]

Hi there

Hope you are doing well and sorry for the trouble. As described you are unable to print the PDFs and getting the error 'This document could not be printed' with the first page blank.

Are you trying to change the page size from the 'properties tab' while printing? If yes, please try to change the page size from the 'Page Setup' option in the lower left corner of the print window or Acrobat and then try to print and check.

Regards

Amal

[Caren5C10]

I am experiencing the exact same issue.   I can no longer print PDFs on my office computer to my GoToMyPC printer.  I can print any other document (Word, Excel, Emails, etc.), but no matter what I try I cannot print a PDF.  

[Amal. · Accepted solution]

Hi there

The planned update for Adobe Acrobat/Reader DC version 21.07.20099 containing the fix is now available. Please update the application from the help menu and reboot the computer once.

You may also download the patch manually from the link https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotesDC/index.html

To know more about the new release please check the help page https://community.adobe.com/t5/acrobat-discussions/adobe-acrobat-and-reader-october-21-updates-are-l...

Let us know if you experience any trouble and need more help

Regards

Amal

[Caren5C10]

It worked!  I updated my Adobe as instructed above and it worked!

Thank you to @Witness5C98  for reaching out to the Adobe Support Community and thank you to @Amal. for the assistance in getting this issue resolved!  

[Jim252179448xqa]

I just started having the problem noted above (not being able to print PDFs to my local priinter using gotomypc) within the last 2-3 weeks. I updated my adobe (now version 22.001.20169) which is a higher version than the one noted above (21.007.20099). I updated on both my host computer and my local computer and restarted both computers but still get the same error "The document could not be printed." and "An error occurred while printing the document" and the page prints blank on my local computer. Any help would be appreaciated.

[No one is2523644652d9]

Same issue . Nothing from above helped 

[defaultj3fs1z4g8b74]

Same here.  The patch from 2021 does not work.

[Jennifer25261601oyvj]

Same for me, also - for the last 2-3 weeks.  Working from home has its own challenges without having to deal with software issues.  Any idea if/when there might be a fix to this problem?    

[defaultj3fs1z4g8b74]

I've been told this will work.  I changed it here in the office and will test it after I get back to my home office in a few hours.  Not a fix, more of a work around -

1. Right click on your PDF file. (NOT AN OPEN PDF)
2. Click Properties.
3. 'Opens with:'.
4. Select Chrome and click OK.
5. Now, the next time you open a PDF file it should open in a new Chrome tab.

[defaultj3fs1z4g8b74]

Oh - then Print from the Chrome dialog box.

[Jennifer25261601oyvj · Accepted solution]

Yes, I just finished chatting with support.  He walked me through these steps, which did work for me.  Thanks!  

[Cathy254449888qlt]

Having the same problem. Can you share the fix they walked you through? 

[default6ip5zvibu5tt]

I've had the same problem for the last 3+- weeks.  What's the fix?

attybob@msn.com

Bob Lyon

[defaultj3fs1z4g8b74]

If you scroll up, you'll see it's more of a work around.

1. Right click on your PDF file. (NOT AN OPEN PDF)
2. Click Properties.
3. 'Opens with:'.
4. Select Chrome and click OK.
5. Now, the next time you open a PDF file it should open in a new Chrome tab.

You'll print from the Chrome dialog box.

[carlw98666734]

Jennifer25261601oyvj, what were the steps the adobe tech told you to fix this issue.

Thanks

[Timo5CD2]

Hello all, we also have the problen now that all users cannot print on redirected printers on a Terminal Server Farm.

If we open the print dialog and click on "Site properties...", click ok and print then it works, but a direct print gives the error reported from above.

Please fix that again, thx