Printer properties button dead

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husson international
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Printer properties button dead

Post by husson international »

Hello,

Since v9.2.357.0 (and still with v9.2.358.0) of PDF-xChange Editor (Plus or Pro, same issue), when a user clicks on the "Properties" button near the printers list in order to access the printer's features window, nothing happens. This button has simply no effect any more.
And of course, the same behviour happens on all the PCs installed with PDF-xChange.

It seems to be a new bug ?
Thanks for your help/correction.
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Dimitar - Tracker Supp
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Re: Printer properties button dead

Post by Dimitar - Tracker Supp »

Hello,

Welcome to our Forum.

Do you mean this button?

image.png

If this is the one, could you please try with several printers including one of the PDF printers?

If nothing none works, could you please try to reset your PDF Editor settings to their values, but please make a backup copy before that.

You can do both things with the help of this menu:

image.png


Regards.
husson international
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Re: Printer properties button dead

Post by husson international »

Hello,

Yes, I meant that button, right.

Some more information: the button is "dead" for all of our Ricoh printers - but only for those. For HP ou Microsoft printers, the button is working...
PS: my Ricoh printing drivers are up-to-date (very last version 4.32 in use)...

I've also tried resetting the parameters by following your advices, no luck.

The issue appeared after upgrading from v9.1.356 to v9.2.357 and is still present in v9.2.358. In v9.1.356, everything was fine.
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Dimitar - Tracker Supp
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Re: Printer properties button dead

Post by Dimitar - Tracker Supp »

Hello,

Could you please give the models of the Ricoh printers so I can try to reproduce the issue at my end?

Regards.
husson international
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Re: Printer properties button dead

Post by husson international »

Hello,

All our Ricoh printer have the same issue, as we're using Ricoh's same universal driver (v4.32 PCL6 and v4.32 PostScript) for all.

We have:
- Ricoh Pro C5100
- Ricoh MP C5501
- Ricoh MP C5503
- Ricoh MP C3002
- Ricoh MP 2001

Hope it can help...
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Tracker Supp-Stefan
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Re: Printer properties button dead

Post by Tracker Supp-Stefan »

Hello husson international,

Are there other drivers for the same printers other than the PS ones? Can you please try to install the other ones - as a workaround for now until we are investigating the issue with the PS ones and see if those work?

Kind regards,
Stefan
husson international
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Re: Printer properties button dead

Post by husson international »

Hello,

As I wrote, we already have BOTH drivers (PostScript as well as PCL) installed, and both have the same issue...

NB: With the very last v9.2.359, the issue's still here !

Regards,
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Paul - Tracker Supp
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Re: Printer properties button dead

Post by Paul - Tracker Supp »

Thanks for confirming, we found that in our environment (Win 10 Pro) that the properties do open as expected.
image_2021_12_07T17_43_27_284Z.png
What OS s this happening on? We may need to do a remote session if we cannot reproduce this here. Is that something you are amenable to?

Paul
Best regards

Paul O'Rorke
Tracker Support North America
http://www.tracker-software.com
Emilien_CTE
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Re: Printer properties button dead

Post by Emilien_CTE »

Hello,

I just wanted to refresh that post because the problem is still not solved and is also happening in my company when we are trying to select properties from RICOH Printers...

We also updated the printer drivers but it doesn't change the behaviour. The printer properties button doesnt work ...
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Tracker Supp-Stefan
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Re: Printer properties button dead

Post by Tracker Supp-Stefan »

Hello Emilien_CTE,

Welcome to our forums!
Can you please go to Help -> About in the Editor and let us know which build is currently installed at your end?
We released a new build (361) last night, so if you are not running this one - please do update and let us know if the issue is still there.

Kind regards,
Stefan
Emilien_CTE
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Re: Printer properties button dead

Post by Emilien_CTE »

We are on the build 360 right now . I just updated some computers on the 361 build and the issue is still happening.
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TrackerSupp-Daniel
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Re: Printer properties button dead

Post by TrackerSupp-Daniel »

Hello, Emilien_CTE

As a test, can you please open either Paint or Notepad, and try to open the printer preferences for these same devices with those applications? We use the same protocol to handle printers as those two apps do, so if they work, so should we.
If those two do not work, the issue is most likely with the drivers in use, please ensure that you have the latest driver updates installed, and if that does not help, let us know, but please also reach out to your printer manufacturer to report the issue to them.

Kind regards,
Dan McIntyre - Support Technician
Tracker Software Products (Canada) LTD

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Our Web site domain and email address has changed as of 26/10/2023.
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HVAC Elements Jeff
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Re: Printer properties button dead

Post by HVAC Elements Jeff »

Hi,

I'm also experiencing the same issues with some users since the latest update to 9.3.361. Also a Ricoh printer. I checked notepad and paint per your previous posts recommendations and the printer properties worked fine. These users have no issues displaying properties from any other printer. Resetting settings in the program also had no effect.

Thanks,
Jeff
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Paul - Tracker Supp
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Re: Printer properties button dead

Post by Paul - Tracker Supp »

Hi Jeff,

thanks for the report.

Can you confirm you are using the newest driver available from Ricoh? If so we will need to simulate printing to it and will need to use the exact same Ricoh Driver version as you for this to be relevant. Once you are confirmed to be on the newest drivers Ricoh offer, if the issue persists please send us a link to that driver download so that we may test using the same as you.

regards
Best regards

Paul O'Rorke
Tracker Support North America
http://www.tracker-software.com
HVAC Elements Jeff
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Re: Printer properties button dead

Post by HVAC Elements Jeff »

Paul,

We are running the Ricoh PCL6 Driver for Universal Print v4.33.0.0 (Released Date: 03/10/2022)

found here:
http://support.ricoh.com/bb/html/dr_ut_e/rc3/model/p_i/p_i.htm?lang=en

direct link to the download:
https://support.ricoh.com/bb/pub_e/dr_ut_e/0001329/0001329387/V43300/z96406L1a.exe

Thank you,
Jeff
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Paul - Tracker Supp
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Re: Printer properties button dead

Post by Paul - Tracker Supp »

Thanks for that Jeff.

Just to confirm, you are seeing long delays in the Properties appearing or they never appear?
Best regards

Paul O'Rorke
Tracker Support North America
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HVAC Elements Jeff
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Re: Printer properties button dead

Post by HVAC Elements Jeff »

Paul,

Just ran a test to double check for you, the properties don't open at all. the program doesn't hang up or go unresponsive at all either. The button just simply does nothing.

Thanks,
Jeff
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Paul - Tracker Supp
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Re: Printer properties button dead

Post by Paul - Tracker Supp »

So - I'll be taking this to the dev team. Just to be sure I have it right:
  • This is only happing on the one Ricoh printer and no others.
  • It doesn't happen in notepad, only our Editor
  • The Editor neither hangs nor crashes, hitting the "properties" button simply does nothing
Is there any delay or issue in filling the list of available printers when you select different printer or does that printers list enumerate pretty much instantly?

Do you see delays accessing this list?:
image.png
Best regards

Paul O'Rorke
Tracker Support North America
http://www.tracker-software.com
Emilien_CTE
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Re: Printer properties button dead

Post by Emilien_CTE »

Hello again,

Sorry for the delay but I can see I am not the only one having troubles with Ricoh printers... I have the same configuration than Jeff .

The printer list is showing up instantly, the only issue is the properties button which does nothing
HVAC Elements Jeff
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Re: Printer properties button dead

Post by HVAC Elements Jeff »

Paul,

You are correct.

-Only happens on the Ricoh
-Does not happen in notepad, just in your editor
-no hangs, the button just isnt functional with the Ricoh printer selected

Printer list filling is instant, no delays or issues in regards to that.

Thanks,
Jeff
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Paul - Tracker Supp
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Re: Printer properties button dead

Post by Paul - Tracker Supp »

Thanks for confirming this - hopefully we'll get an answer today as to what is happening.
Best regards

Paul O'Rorke
Tracker Support North America
http://www.tracker-software.com
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Paul - Tracker Supp
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Re: Printer properties button dead

Post by Paul - Tracker Supp »

Hi Jeff,

I am told this is a bug in the Ricoh Printer driver.

As a work around, you can try disabling the "Azure RMS Plugin" and it should allow the printer to function again.
image.png
I am keen to hear if that makes the difference or not.

cheers
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Paul O'Rorke
Tracker Support North America
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HVAC Elements Jeff
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Re: Printer properties button dead

Post by HVAC Elements Jeff »

Paul,

I guess I'm unsure how this is a Ricoh issue considering it works fine with all other programs I've tested, but with that being said I did try your workaround and had success.
Untitled.png
Not the best solution for 150 users but at least it can get us by for now. I appreciate your effort looking into this for me and the other users with this problem. Hopefully a better solution can be found eventually.

Thanks,
Jeff
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Paul - Tracker Supp
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Re: Printer properties button dead

Post by Paul - Tracker Supp »

Thanks for testing that Jeff.

We believe this is related to whether "Printer Isolation" is enabled on the device or not. Do you have any Group Policy preventing "Printer Isolation"? If possible you can try enabling it and see if it still prints with the Azure plugin enabled. It should, but you may see slow downs in printing and significantly inflated print spool sizes.

Regards the driver, I am told it calls a Windows API incorrectly and our Azure plugin requires that we strictly adhere to the API. This causes the driver to fail for us where for others who are not being as strict it might not. (like us with the Azure plugin disabled)

If you are interested, the developer who found this would happily write a letter detailing what we found, the call that fails, and it's impact so that you could pass it on to Ricoh for them to address it their driver.

regards
Best regards

Paul O'Rorke
Tracker Support North America
http://www.tracker-software.com
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