Unable to print PDF - Citrix - Server 2016

[moonlye]

Hello there,

We are having issues with Acrobat Reader in a Citrix - Server 2016 environment.

Suddently people are not able to print PDFs. the progress bar simply doesn't show up.
It requires a restart of the server before printing is working again. Printing PDFs from google chrome works fine, every other program also works fine, just not Adobe reader.

Have anyone else experienced this?

best regards

Daniel

[gerben23]

We have the exact same problem. We have a Windows server 2016 RDS environment. When printing a local file, we get the following error:

The document could not be printed"

The issue is resolved when the printer is reaplied to the user. Printing in Word or other program's doesn't trigger any errors. The problem only occours in Acrobat Reader DC (version 18.009.20050).

[AnandSri]

Hi all,

We apologize for the inconvenience caused, please install the latest update of Adobe Reader from Help>Check for updates, or install the updates manually from DC Release Notes — Release Notes for Acrobat DC Products

Reboot the machine and try again.

Let us know how it goes.

Regards,

Anand Sri.

[moonlye]

Hello Anand Sri.

Can you give us the precise version of the release that fixes the issue?

Have a good day.

[AnandSri]

You can download and install the updates from DC Release Notes — Release Notes for Acrobat DC Products

Check the dot version installed on your machine, to identify, refer to  Identify the product and its version for Acrobat and Reader DC

You can install the updates accordingly 18.011.2003x Planned update, February 13, 2018

The latest update is 18.011.20038 Optional update, February 23, 2018

Feel free to update this discussion for any further assistance.

Regards,

Anand Sri.

[moonlye]

Good day Anand,

Looks like I'm running the latest version now.

Will keep this post update, if I should experience anything but fixed.

Thank you!

Best regards

Daniel

[larm50907312]

Hello.

Im having the same issue.

Currently im running version 2018.011.20035 in our new citrix enviroment (Also server 2016)

The issue is very sporadic. In many occations it works fine, but the suddenly printing PDF files stops working for one user,

I think a reebot of the server makes the user able to print again, until it happends again, But only logoff/logon doen't help.

I have tried most common things like:

Disable Protected view,

set "Print as image"

empty %APPDATA%\....

for the user.

But it doesnt help.

Daniel: Did the update work for you?

[MoonlyDK]

Hello Larm,

Sorry for the late reply. ( I forgot my account to Adobe lol, so I had to create a new )

I am currently running version 18.011.20036 on my Citrix 2016 environment.

I have had 2 users reported they are still having the same issue. Our fix is to log the user off, and get them on another server. this seem to resolve 8/10 times, if still having the issue, I give people a new profile. this have solved the issue 100% of the time.

And as you say, reboot of the server usually also helps, but we have 10-15 people on a citrix server, so can't do that in production.

AnandSri​

Are you guys aware of this issue still persists?

[enesl23776240]

Hi

We experience exactly the same behavior on Windows Server 2016. We tried all kind of versions and we are actually using the absolute latest one from end of February 2018, this is Version 18.011.20038. We also followed the different proposals to ged rid of the printing problem within Adobe, like removing the Update Service, force to clear the printer list etc. with no success. If the Adobe Printing fails, other products do not have a problem with printing. Normally log off the user from the Session and login again solves it until the next error message. We are really a bit desperate because our customer needs the pdf output from the crm very excessive. Any suggestions or help would be very appreciated.

[MoonlyDK]

Hi Enesl,

Sounds exactly like the issue I have.

Have anyone tried rolling back to an older version, if that is even possible. ? The problem for us is the auto update, I haven't disabled that, or investigated if thats possible.

Best regards

Daniel

[williamm118]

I can't convert my PDFs to word or excel, Adobe is of NO HELP. I have an active account, I am up to date with my software, I have logged in using my account info, no luck, and no help from Adobe.

[enesl23776240]

Hi Daniel

we tried every possible version, even back to 2015, no luck at all. We do tests with foxit to see if we can avoid this errors. If i have some news, i will post it immediately.

[MoonlyDK]

Hi enesl, Thank you for that, I really appreciate it! 🙂

Best regards

Daniel

[gmo65669738]

Currently running Adobe Reader DC (v18.011.20040). The reboot doesn't work in our environment, similar to MoonlyDK, we can have 15-20 sessions running. We decided to move on and installed Nuance Power PDF Advance for all of our users, in addition to being able to print w/out issues, you get all the Acrobat features at a fraction of the price.

If anyone found a resolution, please update post.