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The document could not be printed. An error occurred while printing the document.

Participant ,
Oct 25, 2021 Oct 25, 2021

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Adobe has stopped responding to a 'solved' problem that is not solved.
Everything is listed in this thread: https://community.adobe.com/t5/acrobat-reader-discussions/unable-to-print-pdfs-since-automatic-updat...

I'm hoping that by making a new thread they'll respond. I've tried email and the forum.

 

Printing from version 2021.007.20099 to a Canon Imagerunner Advance 8595 is hit or miss. I've got files I've printed before that I can't print now from Acrobat. I can print these same files from a different PDF reader without issue.


I can make almost ALL PDFs fail if I use the cover setting and turn on secure print (not an issue from any other program or any other pdf printer).

I have updated Acrobat DC. I have uninstalled and reinstalled it. I have uninstalled and reinstalled the print driver.


I've uploaded a video of it happening.

 

On this thread I uploaded 2 files, 1 that could print and 1 that couldn't. No response from Adobe after almost a week.


I just want it fixed.

 

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Print , Windows

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Participant ,
Oct 25, 2021 Oct 25, 2021

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Above I referenced a link to a comment I made with 2 files, 1 that can print, and one that can't. I don't know how to edit the post to include it, so here is the link: https://community.adobe.com/t5/acrobat-reader-discussions/unable-to-print-pdfs-since-automatic-updat...

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Adobe Employee ,
Oct 27, 2021 Oct 27, 2021

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Hi there

 

Thanks for sharing the video. Is this a behavior with a particular PDF or with all the PDF that you try to print?

Please share the PDF file in question with us so that we can check it at our end.

 

Also, please check out the steps shared in the help page https://helpx.adobe.com/acrobat/kb/troubleshoot-pdf-printing-acrobat-reader.html and see if that works.

 

Regards

Amal

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Participant ,
Oct 27, 2021 Oct 27, 2021

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The comment you replied to has a link to another thread where I shared the files. That link again is: https://community.adobe.com/t5/acrobat-reader-discussions/unable-to-print-pdfs-since-automatic-updat...

 

Here is an image of what that links too:

michaelv57797510_0-1635341274257.png

 

Can you find that? Or do you need me to click the link, download the files, and then reupload them?

I'm willing to do a screen share with someone from Adobe. I was offered one at the begining of this, but then never got a response when I said yes alomst immediatly.

 

 

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Participant ,
Oct 27, 2021 Oct 27, 2021

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I have several PDFs that I can guarentee this behavior with. They are PDFs that I printed last year and earlier this summer without issue. I'm a print shop so I reprint the same files quite often. This all started after the september update.

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Adobe Employee ,
Oct 28, 2021 Oct 28, 2021

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Hi there

 

I have tried to print the PDF file that you have shared and its working fine.

 

Please try to turn off the protected mode for testing (Win Only) and see if that helps. Go to Edit > Preferences > Enhanced Security > Uncheck enable protected mode at start up > turn off protected mode and uncheck enhanced security > Click OK and reboot the computer once.
Note: Please turn on the security after testing to avoid any security risk .

 

Also try to create a new test user profile with full admin rights in Windows or enable the root account in Mac and try using the application there and check.

 

Also check the help page: https://helpx.adobe.com/acrobat/kb/troubleshoot-pdf-printing-acrobat-reader.html

 

Regards

Amal

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Participant ,
Oct 28, 2021 Oct 28, 2021

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Today that same file didn't present an issue, but this one did even with enhanced security turned off on an admin account printing to the canon IR-ADV 8595.

It's the cover to a file where I first noticed the problem. I printed this summer 2021 and last year (2020) without issue to the same machine.

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Participant ,
Oct 28, 2021 Oct 28, 2021

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Enhanced security seems to have something to do with possible code or scripts in the PDF. So I ran an 'optimize' on the file discarding all data that wasn't needed like so:

michaelv57797510_0-1635434665637.png

 

michaelv57797510_1-1635434672550.png

 

michaelv57797510_2-1635434676567.png

and it still won't print.

 

Funny, the optimized file is larger than the non optimized file.

Original:

michaelv57797510_3-1635434724652.png

 

Optimized:

michaelv57797510_4-1635434732034.png

 

I've got plenty more files that don't work. Feel free to get in touch.

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Participant ,
Oct 28, 2021 Oct 28, 2021

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Whoops. I got the numbers backwards becasue I was only looking at the last 3 digits. I missed that the optimized file is smaller by 1k (165 vs 164). So the optimized (that still won't print using Acrobat) is the smaller file.

 

To be clear, I can print this file without issue using a different PDF printer. Just not Acrobat DC's latest version that I pay a monthly subscription to and is my default.

If there is an edit function I'd love to know where it is so I can edit posts.

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Adobe Employee ,
Oct 29, 2021 Oct 29, 2021

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Hi there

 

We are sorry to hear that.

 

I tried to print the the PDF file on my end and was unable to do so.  Would you mind sharing the steps you did to create the PDF file?

 

Also please collect the procmon logs as described here - https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/acromonitor.html

and Adobe CC logs here - https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html

and share the logs with us via document cloud - https://helpx.adobe.com/document-cloud/help/sharing-pdfs.html

 

Regards

Amal

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Participant ,
Oct 29, 2021 Oct 29, 2021

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I received it from the publisher. I then extracted it using Acrobat DC just to get the first page. I'll sned the files requested yet this morning.

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Participant ,
Oct 29, 2021 Oct 29, 2021

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I have sent you a link to a zip file with all of the logs requested, via messaging in this forum, please let me know that you have received it and I've done as requested.

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Adobe Employee ,
Nov 01, 2021 Nov 01, 2021

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Hi there

 

Thanks for sharing the logs. We have shared the same with the engoineering team. We will share the update as soon as we will hear anything form them.

 

Regards

Amal

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Participant ,
Nov 01, 2021 Nov 01, 2021

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Thank you Amal.

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Adobe Employee ,
Nov 01, 2021 Nov 01, 2021

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Hi there

 

We would also require the printer dirver/firmware version number details.

 

Also nake sure that the printer driver/frimware is updated to its latest version available on the manufacturers website and trh n try agian to print and see if that works for you.

 

Regards

Amal

 

 

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Participant ,
Nov 01, 2021 Nov 01, 2021

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Printer driver version v2.50

michaelv57797510_0-1635793800084.pngmichaelv57797510_1-1635793974279.png

I downloaded it from canon: https://www.usa.canon.com/internet/portal/us/home/support/details/copiers-mfps-fax-machines/multifun...

 

I did this back in October when I first had problem and the first step was 'replace your printer driver'. I litearlly said this in this post AND in the post I referenced when I made this post. "I have uninstalled and reinstalled the print driver."

The firmware from the printer is either: 20191223.0563201 iA8505V563201 or 20210625.0651401 iA8505V651401

It's hard to tell what firmware is running on the copier/printer as firmware is handled by the service company.

 

I'm not sure why you didn't ask for this when you asked for the logs.

 

 

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Adobe Employee ,
Nov 02, 2021 Nov 02, 2021

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Hi there

 

Thanks for sharing the details. Please give us some time to get it checked we will share the update soon.

 

Regards

Amal

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Participant ,
Nov 16, 2021 Nov 16, 2021

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It is now November 16th. This is still an issue. I have a pile of PDF files that still give this error from many different sources. I can print PDFs to the same machine without error from 'other' PDF printers. I would like an update. This has been going on since September.  I was contacted via email about setting up a screen share a few weeks ago but no one on your end ever responded.

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Adobe Employee ,
Nov 18, 2021 Nov 18, 2021

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Hi there

 

We are sorry to keep you waiting. The issue is reported to our engineering team and they are working on it to find the fix. We will share the update as soon as we will hear anything form them.

 

Regards

Amal

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Participant ,
Nov 18, 2021 Nov 18, 2021

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Thank you for the response. Just getting updates that it is still being worked on lets me know progress is being made.

 

Thank you.

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Participant ,
Nov 29, 2021 Nov 29, 2021

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Any update? It's been another 11 days. This problem started in September.

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Adobe Employee ,
Nov 30, 2021 Nov 30, 2021

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Hi there

 

We are sorry to keep you waiting. We do not have a fixed timeline on this issue, as the engineering team is working on the issue and need some more time for review.

 

We will share the update as soon as we will hear anything from them.

 

Regards

Amal

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Participant ,
Dec 07, 2021 Dec 07, 2021

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Coming up on 3 months since the initial problem. Still no resolution. I'm just bumping the thread so a year from now others can find it and see that nothing has been fixed.

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Adobe Employee ,
Dec 09, 2021 Dec 09, 2021

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Hi there

 

We are sorry to keep you waiting. Our engineering team is still working on it , we will share the update as soon as we will hear anything from them.

 

Regards

Amal

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Participant ,
Dec 21, 2021 Dec 21, 2021

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Bump. Still waiting on a fix since mid September.

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