What seems to be a printing bug in 21.007.20091 of Acrobat Reader DC

New Here ,
Sep 30, 2021 Sep 30, 2021

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User has a Citrix virtual desktop with a USB HP printer connected to a Thin Client, and redirected into the Citrix desktop using the Citrix Universal Printer.

Prior to this version, opening a PDF and printing to that redirected printer presented no problem. On this most recent version it does with a quick "The document could not be printed" error and then it spits out a blank page(s).

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Adobe Employee , Oct 12, 2021 Oct 12, 2021

Hi there

 

Thanks for your time and patience.

 

The planned update for Adobe Acrobat/Reader DC version 21.07.20099  is now available. Please update the application from the help menu > Check for updates  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 .

 

For more information 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...

...

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New Here ,
Oct 06, 2021 Oct 06, 2021

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HI, I also get an issue with Citrix re-directed printers with this latest patch. I have tried all things frrom Citrix, changed driver order, and Universal driver options.

I get exactly the same issue 

"The document could not be printed" error and then it spits out a blank page(s).

Any update on this Adobe, will it be fixed in next patch ?

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Adobe Employee ,
Oct 12, 2021 Oct 12, 2021

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Hi there

 

Thanks for your time and patience.

 

The planned update for Adobe Acrobat/Reader DC version 21.07.20099  is now available. Please update the application from the help menu > Check for updates  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 .

 

For more information 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

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Community Beginner ,
Jul 11, 2022 Jul 11, 2022

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Hi to every one,

we incurred the same error using the Citrix universal redirected local printer on terminal server. The Acrobat Reader DC is updated: 22.001.20142  

The problem is present undipendently from the Citrix Receiver version (from the older up to the last update). Just tryed print as image, open other PDF documents, etc. The unique way to print is using other PDF viewer.

Reguards

Davide

 

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Adobe Employee ,
Jul 11, 2022 Jul 11, 2022

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Hi Davide

 

Hope you are doing well and sorry to hear that

 

Would you mind sharing the make and model of the printer you are using? Also please share the version of the Acrobat DC and the OS you are using?

To check the version of the Acrobat go to Help > About Acrobat and make sure you have the recent version 22.1.20142 installed. Go to Help > Check for updates and reboot the computer once.

 

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

 

Regards

Amal

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Community Beginner ,
Jul 12, 2022 Jul 12, 2022

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Hi Amal.
As I have written, we use Acrobat DC 22.1.20142 on terminal server (Windows 2012 R2 with all Microsoft patch updates). The default local printer present on a client that executes Citrix Apps is been exposed via a universal Citrix printer (as described here
). In our environment, this universal printer use x64, driver version 9.45.52.299. The driver version of the local printer doesn't affect this scenario.

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Community Beginner ,
Jul 12, 2022 Jul 12, 2022

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Hi so we have the same problem with Acrobat on Citrix. Everytime you print it prints a blank Page.

It only happens with the latest version of Acrobat reader.

We use Server 2016 and we only publish Application to the users.

 

I have found if you go back to an older version it works but the Security problems with older version of Acrobat is a huge risk. I hope there is a fix soon,

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Adobe Employee ,
Jul 12, 2022 Jul 12, 2022

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Hi @morne5FEE , @FixIT84 

 

Hope you are doing well and sorry to hear that the issue still exists.

 

Would you mind collecting the Adobe CC logs https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html , Procmon logs https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/acromonitor.html and share them via Document Cloud link as described here https://acrobat.adobe.com/link/home/ for further investigation?

 

Regards

Amal

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Community Beginner ,
Jul 14, 2022 Jul 14, 2022

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Hi, I've collected the logs. Give me an email where send the link of the files uploaded. Thanks

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Adobe Employee ,
Jul 15, 2022 Jul 15, 2022

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Hi @FixIT84 

 

I have shared the email address in a private message to share the log files. Please check

 

Regards

Amal

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Community Beginner ,
Jul 17, 2022 Jul 17, 2022

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Hi Guys so we have decided to start using Nitro as the default on our machine.

The problem is that Acrobat is not optimized for Citrix . It uses way to much memory and there is always something that does not work. Lets Monitor Nitro and see if that makes a diffrence.

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New Here ,
Jul 12, 2022 Jul 12, 2022

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Same exact issue here - I use gotomypc.com and when I attempt to print it does a quick "The document could not be printed" error and then it spits out a blank page(s).  Luckily I have nitroand that's actually a great .pdf program that doesn't give me this printing grief that Adobe has lately .. sure be good for adobe to get their fix done - the update today did not fix anything.

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Community Beginner ,
Jul 13, 2022 Jul 13, 2022

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Sorry i have no time to do the logs been a bad Day. I will try my best to check tommorow.

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New Here ,
Jul 14, 2022 Jul 14, 2022

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I am also having the same issue as well as a co-worker and we are both using gotomypc too.

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Adobe Employee ,
Jul 18, 2022 Jul 18, 2022

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Hi @FixIT84 @morne5FEE @kim25250643 

 

Please upload the logs to any cloud storage like dropbox, google drive and then share the link with us, as we are not able to access the logs file shared by @FixIT84 

 

Regards

Amal

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Community Beginner ,
Jul 24, 2022 Jul 24, 2022

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Hi Amal - we are experiencing the same issue, ill get the logs to you shortly.

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Adobe Employee ,
Jul 27, 2022 Jul 27, 2022

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Hi there

 

We have reported this issue to our engineering team for review. We will share the update as soon as we get any news from them.

 

Thanks for your time and patience.

 

Regards

Amal

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Community Beginner ,
Jul 28, 2022 Jul 28, 2022

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Hi Amal,

Any updates from engineering ?

I have the logs ready to upload  - please share your address and I can send them.

Kind regards,

Sam

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Community Beginner ,
Jul 29, 2022 Jul 29, 2022

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@Samuel25374323yjz8 it's a little bit of a waste of time... First Amal requested to upload the logs into the Adobe account and the platform won't share the file. After that, had shared in PM his email address, I've sented the email with all the attachments and he asks to use another cloud platform. Well, I think that Adobe support still abusing a little bit of our time and availability for a bug that should be solved 3 years ago...

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Adobe Employee ,
Jul 29, 2022 Jul 29, 2022

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Hi @FixIT84  & @Samuel25374323yjz8 

 

I have raised this issue to the engineering team and share the logs for review. We do not have a fixed timeline from the engineering nor any update yet.

I will keep you posted as soon as I get any information from them.

 

Thanks for your time, patience and cooperation so far.

 

Regards

Amal

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Community Beginner ,
Aug 03, 2022 Aug 03, 2022

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Hi Amal,

I thought I would test adobe dc pro (just incase) which also did not work, however now that I am a paying customer is there anyway to get more traction on the case ?

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New Here ,
Aug 04, 2022 Aug 04, 2022

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We too were planning on getting pro but this issue caused us to pause the decision until it's fixed.

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