Unable to Print using GoToMyPC Printer

New Here ,
Jul 18, 2022 Jul 18, 2022

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Greetings!

 

I am experiencing an issue when printing to a local printer using GoToMyPC. When I am remotely connected to my office computer, I am able to print to my printer at home instead of the office printer using a feature of GoToMyPC called GoToMyPC Printer. It works for programs like Word, but not Acrobat DC, preventing me from printing PDFs.

The error I get is a pair of dialog boxes that pops up. The first is “This document cannot be printed.” followed by another saying “An error occurred while printing the document.” The printer then spits out a blank page.

Here are the steps I’ve taken so far to try and resolve this issue:

  1. I verified that I am using the standard page size (letter) rather than a custom one when printing the PDF.
  2. I installed the 21.007.20099 Planned update well as the new planned updates up to and including the 22.001.20169 Planned update.
  3. I uninstalled the 32-bit version of Acrobat DC and installed the 64-bit version of the program.
  4. I installed the Reader version of Acrobat to see if is also experiencing the issue. It is.
  5. I reinstalled GoToMyPC and made sure I had the latest version. To be clear, I can print to the local printer using other programs without issue using the GoToMyPC printer feature without issue.
  6. I removed and re-added the printer via GoToMyPC.
  7. I tried using the latest version of NovaPDF (the print driver that GoToMyPC uses to provide this print option.)
  8. I reset the user preferences of Acrobat DC by deleting the relevant folders.

Please let me know if there’s anything else I can try. I would very much appreciate any help. Thanks!

 

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Print and prepress

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Adobe Employee ,
Jul 19, 2022 Jul 19, 2022

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Hi there

 

Hope you are doing well and sorry to hear that.

 

As you have tried most of the troubleshooting steps with no success, Please try the workaround as mentioned below and see if that helps:

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. and then print from chrome window.

 

Let us know how it goes.

 

Regards

Amal

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New Here ,
Aug 05, 2022 Aug 05, 2022

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Hello!

 

I work in IT and this issue is creating a major issue with clients that use GoToMyPC and Adobe Acrobat / Reader. I was first alerted about this issue about a month ago. The issue definitely starting happening after an Adobe update. I was hoping Adobe would have come out with a patch / update to fix this by now and that is how I stumbled upon this thread. In hopes to help eleviate any frustrations with others having this issue, I wanted to present my findings and offer a REAL workaround to this problem. The fact that an employee at Adobe calls THIS as solution and marks the topic as solved is appalling. Telling a user to instead open a PDF document in a DIFFERENT program and then print is NOT a solution. If fact, it highlights and verifies that the issue is with Adobe. Sadly, this is the current state of software support these days. Adobe needs to get on the ball and stop releasing updates that break basic functions. But I digress... here is what I found is the real workaround to this problem until Adobe finally fixes it:

 

In the Adobe print window, make sure the GoToMyPC printer is selected

At the bottm left of the print window, click on Page Setup

Change the SOURCE to "Automatically Select"

Click OK, and you should be able to print to your GTMPC printer

 

I found that this setting stays in place while Adobe remains open. If you close Adobe or reboot, you will need to change the setting again.

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New Here ,
Aug 17, 2022 Aug 17, 2022

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Thank you - I like this better than changing the face of my pdfs to google.

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New Here ,
Sep 13, 2022 Sep 13, 2022

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OMG, this was a HUGE help. I have been pulling my hair out, not literally, trying to figure out this error and irritated every single time I have to save the documents to my hard drive and open with Google Chrome, and there are a LOT of documents. Thank you for sharing!!

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New Here ,
Aug 17, 2022 Aug 17, 2022

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Hi Amal- I was having the same issues and just tried your solution and it worked. Is there a particular reason opening in Google Chrome would let it print?

Thanks

[P.I Removed by Moderator]

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Adobe Employee ,
Sep 14, 2022 Sep 14, 2022

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Hi @dspeelman 

 

Please collect the printing logs as described here https://helpx.adobe.com/acrobat/kb/collect-print-logs-for-acrobat.html and share them with us for further investigation.

 

~Amal

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