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ianj39
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Adobe Reader X (10.1.2) will not print PDF documents (Windows XP Home -SP3)

Jan 22, 2012 4:03 PM

Tags: #pdf #reader_x #10.1.2 #printing_problems #windows_xp_home_sp3

In the last two instances where I have tried to print PDF documents using Adobe Reader X version 10.1.2 the process has failed with the message "Adobe Reader has encountered a problem and needs to close. We are sorry for the inconvenience".

 

After the latest failure I carried out an uninstall and clean up of the application (using Revo Uninstaller Pro), did a fresh download of the product from the Adobe web site, and re-installed it. This made no difference.

 

As to the "inconvenience", the first document is a tax document required for a 2011 tax return, the second is $400 worth of show tickets.

 
Replies
  • Currently Being Moderated
    Jan 22, 2012 10:11 PM   in reply to ianj39

    we have provided the workarounds for Adobe Reader 10.1.2 print issues at http://kb2.adobe.com/cps/928/cpsid_92870.html

     

    Meanwhile, we are working on providing a permanent fix to this and should soon roll out the same.

     

    Thanks,

    Atul

     
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  • Currently Being Moderated
    Jan 23, 2012 11:31 AM   in reply to ianj39

    Hi there,

     

    some of my customers are also using WInXP SP3 with the new 10.2.1 of Adobe Reader. Since the update they have also problems with printing documents. but the reader isnt crashing. the problem is that adobe reader shows a doubled default printer and uses the "cloned" printer for default. the cloned printer has no print funktions and you are not able to open the printer settings. you have manuely set the right default or another printer to print the dokument. the problem is, that they use the reader to print out automaticly generated dokuments.

     

    example:  winxp default printer: \\server\Printer_Share

     

    Adobe shows in the printer list a \\server\Printer_Share as normal printer and a \\server\printer_share as default which has no printfunktions.

     

    this issu is happening on windows 2003 sbs with winxp clients ans windows 2011 sbs and winxp clients. the sbs are the printservers.

     

    any ideas on this?

     

    thanks

     
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  • Currently Being Moderated
    Jan 25, 2012 10:50 PM   in reply to ianj39

    I opened up the print queue and tried to print a document and the document went to the printer and then immediately disappeared.  I am running Windows 7 64-bit.  Acrobat X Standard.  I ended up uninstalling and going back to 10.0

     
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  • Currently Being Moderated
    Jan 27, 2012 5:15 AM   in reply to rldawg

    Please use the fix provided for Reader 10.1.2 at: http://kb2.adobe.com/cps/928/cpsid_92870.html to solve your issue.

     

    Avoid disabling the Protected Mode, to ensure that your system is not vulnerable to security threats.

     
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  • Currently Being Moderated
    Jan 27, 2012 5:43 AM   in reply to Ankit_Jain

    I reinstalled the 10.1.2 update.   I tried to run the patch and the patch told me that I did not have Adobe Reader 10.1.2 installed.  Perhaps that is because I have the full Adobe X Standard.  So I attempted to print something and I noticed that the Print on Both Sides checkbox was checked.  So I unchecked that option and the problem was solved.

     

    I am sure you are finding out that everyone uses Adobe Reader and that outside of corporate users, do not have duplex printers.  Even most small corporations don't have duplex printers.  Having the checkbox checked by default was not a good idea.

     

    Thank you for your attempt at helping.

     
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  • Currently Being Moderated
    Jan 27, 2012 5:49 AM   in reply to rldawg

    One more comment. As a software developer, when I add new features to the software I am working on I take great pains to ensure that my existing users are minimally affected by whatever changes I make.  The new features are available for them to use, but it's their choice to use them or not use them when they feel it's appropriate.  Rather than defaulting "Print on Both Sides" to checked.  On the installation dialog, below the progress bar you could have a panel showing people what new features are available.  Then the users who have duplex printers can choose to use this option.  

     
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  • Currently Being Moderated
    Jan 30, 2012 6:32 AM   in reply to ianj39

    This patch does not fix our problem. We are still experiencing the issue in our Tokyo Office after this patch was applied.

     

    The Tokyo machines have the Japanese MUI for windows, we believe that could be a reason.

     

    Adobe should not release something that is not fully tested. ALL of our users in Tokyo are having this issue.

     

    Other other fixes would be appreciated also a possible description of what the CPSID_92870 patch actually does on the back end would be great too. That way if in the MUI something that hasn't changed and needs changing it would be easier to distinguish.

     
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  • Currently Being Moderated
    Jan 30, 2012 11:03 PM   in reply to Genghis K.

    Hi Genghis,

     

    I would like to set up an online connect session in order to gain more clarity on the issue faced by you.   Could you please send out an email at atulagar@adobe.com so that I can send you an invite for the same?

     

    Thanks,

    Atul Agarwal

    Adobe Systems

     
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  • Currently Being Moderated
    Feb 7, 2012 2:57 PM   in reply to ianj39

    I had the same issue. thank you for posting the setting change! it worked!!! and I use this computer for work, so it was getting to be a hassle. thanks again.

     
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  • Currently Being Moderated
    Feb 7, 2012 5:05 PM   in reply to Genghis K.

    Genghis K. wrote:

     

    We are still experiencing the issue in our Tokyo Office after this patch was applied.

    Have you tried both solutions in http://kb2.adobe.com/cps/928/cpsid_92870.html ?

     

    I have no problems printing from Japanese Adobe Reader 10.1.2 on Japanese Windows.

     
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  • Currently Being Moderated
    Feb 8, 2012 9:47 AM   in reply to bobdc.turkey

    I have found another possible bug affecting network printing with 10.1.2 in Protected Mode on XP SP3 machines that has not been previously documented:

     

    A number of users in one office were not able to print with 10.1.2 in Protected Mode (even with the printing hotfix/patch previously released) to their default printer; however they were able to print fine with 10.0.1 in Protected Mode OR by disabling Protected Mode in 10.1.2.  They could print to Microsoft XPS Document Writer, however.

     

    The cause was determined to be an issue with capitilization of the printer name in the registry!  10.1.2 in Protected Mode seems to be sensitive to this for some strange reason, though other apps don't care.

     

    Check the following keys and ensure the capitalization of any references to name of your printer (or UNC path of the printer share) is consistent:

     

    HKCU\Printers\Connections

    HKCU\Printers\Settings

    HKCU\software\microsoft\windows nt\currentversion\windows\Device

     

    In our case, the reference to the name of the default printer was in lowercase, while the printer path recorded under settings was in UPPERCASE.   Changing this to match immediately fixed the problem.

     
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  • Currently Being Moderated
    Feb 9, 2012 10:35 AM   in reply to Scrawner

    This resolved the problem here, too.

     

    Rather than mess with the registry, I just re-created the problem printer with an all-lowercase name, shared it out, and suddenly printing works just fine from Reader X!

     

    Thanks for a fantastic, if annoyingly necessary, work-around!

     
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  • Currently Being Moderated
    Feb 15, 2012 10:00 AM   in reply to Atul Agarwal

    Atul - thank you for trying to fix the problem.  I have downloaded and installed the _92870 fix and rebooted.  This did not fix my problem.

     

    When I'm viewing the pdf document, I select the print option, this brings me to a screen where I'm able to select my printer etc, once I select PRINT from this screen, a dialoge pops up asking me to "save as".  The PDF never prints regardless of whether I save the document (per the Save As screen) or not. 

     

    Any other suggestions.

     
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  • Currently Being Moderated
    Feb 16, 2012 1:39 AM   in reply to rrycpa-kdyjr

    Please uncheck the "Print to File" option on the Print dialog. The option can be changed by clicking on the "Advanced" button on the Print dialog to bring up the Advanced Print Setup dialog.

     
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  • Currently Being Moderated
    Feb 26, 2012 1:58 PM   in reply to Scrawner

    Thanks, Scrawner! I don't know how you discovered this, but it did lead to a solution for us (after CPSID_92870 did not...)

     

    In our case the server names for the problem printer were identical in Connections and Device (it has no entry in Settings), but with the first letter capitalized. Printers that weren't causing problems had the server name all lower case, so I changed the server name of the problem printer (in both places) to lower case, after which Reader 10.1.2 had no problem.

     

    Please pay attention, Adobe!

     
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