Printing problems with laser engraving printer

[thierry_6185]

Hello,

Since the last update (now on V 29.2.1), I have printing problems.

When I try printing to my laser engraving printer (has always worked and never updated his driver since a couple of years) The printing bar progression remains to 0% and stays so.

Any ideas of what has changed since last update of Illustrator?

Thanks for your help.

[Monika Gause]

Some people have reported this problem.

And while I cannot reproduce it (Illustrator 29.2.1 prints just fine for me), other downgraded to 29.2 (some to 29.1) and then could print again.

[Anshul_Saini]

Hello @thierry_6185,

I see you’re encountering an issue where printing to your laser engraving printer is getting stuck at 0% after updating to Illustrator 29.2.1. To assist in identifying the cause, could you kindly provide a bit more information?

1. Printer make and model.

2. An MSInfo file:

•On Windows: Press Win + R, type msinfo32, and press Enter. Then go to File > Export to save the file.
3. Confirm whether the printer is connected locally, via a network or Wi-Fi, and if the issue occurs with all files or specific ones.

This will help narrow down the issue. Also, if you’ve tried printing from any other applications (e.g., Photoshop or Acrobat), does the issue persist there as well?

Thanks for your patience!

Best,
Anshul Saini

[thierry_6185]

Hello,

When I print, the job is transmitted to another software on the same computer and not to a physical printer (and then the other software will manage my laser engraver connected with an USB serial port). The software in question is Trotec JobControl 11.4.6.

Printing the same job with Inkscape for example still works without any problem.

Thanks again for your help.

[Anshul_Saini]

Thank you for clarifying the setup with Trotec JobControl 11.4.6 and the laser engraver connected via a USB serial port, @thierry_6185.

To investigate further, could you please confirm whether the issue occurs with all file types or only specific ones when printing from Illustrator?

Also, what file format(s) are you printing (e.g., .PNG, .JPG, .AI, .PDF, etc.)?

Looking forward to your response!

Best regards,

Anshul Saini

[thierry_6185]

It occurs with all type of files. I mainly use the illustrator .ai format. But it happens even with a new file that has not yet been saved.

[Anshul_Saini]

Thank you for confirming the issue occurs with all file types.

I’d like to share that the product team has been able to reproduce this issue specifically on Windows 10 systems. The issue does not appear to affect Windows 11. The team has logged this as a bug and is actively working on a fix.

We appreciate your patience while the team is working on a fix.

Best regards,
Anshul Saini

[thierry_6185]

Hello,

It's already nice to receive an aknoledgement of this problem.

Do you have an idea of the time needed to issue a fix?

Thanks again for your help.

[Anubhav M]

Hello @thierry_6185 ,

Our product team has rolled out a backend fix for this problem. Would you mind re-installing Illustrator 29.2.1 and confirming if it helps resolve the problem?

Looking forward to hearing from you.

Anubhav

[thierry_6185 · Accepted solution]

Hello,

I have tested and it works again! Thanks a lot for your work!