Cannot print using a specific combination of document and printer

[jessek60555160]

Hi,

I have an issue with a client who cannot print documents from a specific person on a specific type of printer (Oki B412). printing the same document on another type of printer or from chrome works fine. Since the client is technically illiterate she cannot open the pdf in chrome by herself and needs acrobat DC for her work. I have tried following the steps on Troubleshoot PDF printing in Acrobat and Reader  but this does not help. I also tried to reinstall Adobe acrobat and made sure I am installing the newest version (18.9.20044).

If anyone knows a solution or has a similar issue please let me know.

thanks in advance.

[Vishal@PDF]

Hi jessek60555160,

Few queries:

1) Does your client cannot print all the documents from specific person or it is few documents only?

2) What exactly happens when she print documents to Oki B412? Also can she tries printing to file using Oki B412 only and see print stream goes to file?

Regards,

Vishal

[jessek60555160]

Hi Vishal,

1) I have received information that the problem occurs on every document from the same person and from other people on the same domain.

2) when she prints on the OKI windows gives a print notification that then goes away implying that printing worked fine without problems. however the document never comes out of the printer. i have asked my client if she wants to print to file on the OKI and am waiting for her output.

[bablukumar]

Hi jessek60555160,

Can you please provide us Acrobat Print logs so that we can investigate this issue ?

I have messaged you the steps to generate Acrobat Print Logs. Please share with us.

Thanks.

[jessek60555160 · Accepted solution]

Hi,

i am not allowed to edit registry's on the clients computer. the domain controller pushed the wrong printer driver using the same name. so it was a driver issue. (when i tried installing another driver the group policy kept blocking other drivers so thats why other driver's wouldnt work). the issue is resolved now.