Cannot print from Reader

[mpbrais]

I cannot print from Adober Reader DC (version 21-00520060). The printer tries to print from the wrong tray (envelopes vs letter), there is no printing despite pushing paper out until the tray is empty.

If I print from Firefox or Outlook, the printing is normal.

My printer is a HP Officejet Pro 8600 and the HP diagnostic tools have not found anything wrong.

My Windows 10 is up-to-date.

Can you help?

Thanks.

[Amal.]

Hi mpbrais

Hope you are doing well and sorry for the trouble. As described you cannot print from Adobe Reader DC (version 21-00520060). The printer tries to print from the wrong tray.

Please try to repair the installation from the help menu (Win Only) and reboot the computer and see if that works.

Also, try to reset the Acrobat preferences as described in the help page https://community.adobe.com/t5/acrobat/how-to-reset-acrobat-preference-settings-to-default/td-p/4792...

Also check for any missing/pending update for the printer driver and firmware and try updating it. You may also try to remove the printer driver , reboot the computer and reinstall the driver form the manufacturer web site.

Also try to create a new test user profile with full admin rights in Windows and try using the application there.

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

Regards

Amal

[mpbrais]

Hello Amal,

Thanks for you input.

I tried your 1st solution, Repair Adobe Reader. It worked.

I did not have to reboot the computer, nor did I have to try your other suggestions.

Thanks again,

Maurice

[mpbrais]

Hello Amal,

I was able to print one page from a .pdf document on Reader after doing the Repair.

But when I tried to print my 56 page document, either the whole document or only the first 2 pages, the problem recurred: Reader is sending the print job to the wrong tray (which is now empty), so no printing occurs.

I have again been successful in printing from other programs: Office 365, Firefox. No dificulty. Normal printing from tray 2 (letter paper).

I have reset preferences: no improvement.

I have uninstalled and reinstalled the firmware and drivers for my HP Officejet 8600: no change in printing from Reader.

I have checked your help page and followed all the instructions: no difference.

Do you have any other suggestion?

Thanks,

Maurice

[Amal. · Accepted solution]

Hi there

We are sorry to hear that the issue still exists. Please chekout the correct answer marked in the similar discussion https://community.adobe.com/t5/acrobat/acrobat-pro-xi-using-the-wrong-print-tray/m-p/9896759 and see if that works.

Regards

Amal

[mpbrais]

Hello Amal,

Fiunally it worked!!! Thanks.

I was not aware of this box Choose paper source... I must have licked on it by mistake instead of clicking on Print on both sides...

Unclicking it did it.. My 56 page document is now printing normally.

Thanks again.

People like you replace the poor customer support of Adobe.

Maurice

[Amal.]

Hi Maurice

We are glad to hear that the issue is finally resolved and every thing is working as expected.

Feel free to contact us for any assistance required in the future.

Regards

Amal

[Rebecca383513480mts]

i cant print anything it tells me to save document and i have then says that i have not selected any pages

[Amal.]

Hi there,

We are sorry to hear that.

What is the version of the OS and the Acrobat Reader you are using? To check the version go to Help > About Acrobat and make sure you have the recent version 24.02.2089x installed. Go to Help > Check for updates and reboot the computer once.

Please share a small video recording of the steps and the issue for more clarity. Also, collect the Adobe CC logs (https://adobe.ly/3xPHGUa), Procmon logs (Win Only) (https://adobe.ly/3LiZudq) and print logs (https://adobe.ly/3LeJJnM) and share them via any cloud storage. Just upload the log file to the cloud and generate the link and share that link with us for further investigation.
 
Regards
Amal