Problem with printing

Forum for the PDF-XChange Editor - Free and Licensed Versions

Moderators: TrackerSupp-Daniel, Tracker Support, Vasyl-Tracker Dev Team, Sean - Tracker, Paul - Tracker Supp, Chris - Tracker Supp, Tracker Supp-Stefan, Ivan - Tracker Software

Post Reply
green_german_reengineering_gmbh
User
Posts: 7
Joined: Tue Oct 27, 2015 8:24 pm

Problem with printing

Post by green_german_reengineering_gmbh » Mon Jul 02, 2018 1:51 pm

We have a problem when printing PDF with the XChange Editor.
In a multi-page PDF, sometimes a page in the document is printed in an enlarged size, causing text to be cut off.
When printing with the Adobe, this effect does not exist. It also depends on which printer is printed. With an Epson there is the effect, with a HP not.
Is the problem known?

Greetings für Cologne / Gemany

User avatar
Will - Tracker Supp
Site Admin
Posts: 6806
Joined: Mon Oct 15, 2012 9:21 pm
Location: London, UK
Contact:

Re: Problem with printing

Post by Will - Tracker Supp » Mon Jul 02, 2018 1:56 pm

Hi green,

Thanks for the post - There are a few possible causes here, but before we go there, can you please specify the build and version of the Editor that you're using?

Thanks,
If posting files to this forum, you must archive the files to a ZIP, RAR or 7z file or they will not be uploaded.
Thank you.

Best regards

Will Travaglini
Tracker Support (Europe)
Tracker Software Products Ltd.
http://www.tracker-software.com

green_german_reengineering_gmbh
User
Posts: 7
Joined: Tue Oct 27, 2015 8:24 pm

Re: Problem with printing

Post by green_german_reengineering_gmbh » Mon Jul 02, 2018 7:49 pm

Thank you for your prompt reply
we use the latest version 7.0 build 325.1, with Win10 on Dell Latitude laptops

Greetings Max

User avatar
Patrick-Tracker Supp
Site Admin
Posts: 1668
Joined: Thu Mar 27, 2014 6:14 pm
Location: Vancouver Island
Contact:

Re: Problem with printing

Post by Patrick-Tracker Supp » Mon Jul 02, 2018 9:30 pm

Hello Max,

Thank you for you post. Could you please provide us with a sample document that demonstrates this issue so that we can investigate this further.

Please also ensure you are using the latest drivers for your printer, and send us a link to those drivers so that we can create a virtual instance of that printer.

Thank you!
If posting files to this forum, you must archive the files to a ZIP, RAR or 7z file or they will not be uploaded.
Thank you.

Cheers,

Patrick Charest
Tracker Support North America

green_german_reengineering_gmbh
User
Posts: 7
Joined: Tue Oct 27, 2015 8:24 pm

Re: Problem with printing

Post by green_german_reengineering_gmbh » Wed Jul 04, 2018 7:10 am

Hello Patrick,

We tested again for the latest drivers, but the effect is still there.

Here the informations:
Printer: Epson EcoTank ET-3700
Driver: ftp://download.epson-europe.com/pub/dow ... 8451eu.exe
As an attachment, I send a file where the effect occurs. It would have to be page 2 of the document, which will be printed enlarged

thank you
Greetings from Cologne / Germany
Max
Attachments
SFS_Flyer_Supply_Chain_final_201609_RZ-1.zip
(1.91 MiB) Downloaded 38 times

User avatar
Tracker Supp-Stefan
Site Admin
Posts: 13557
Joined: Mon Jan 12, 2009 8:07 am
Location: London
Contact:

Re: Problem with printing

Post by Tracker Supp-Stefan » Wed Jul 04, 2018 8:52 am

Hello Max,

Thanks for the follow up and trying with the latest drivers for your device.
I've now asked a colleague from the dev team working on the printing part of the Editor to take a look at this and advise.
We will post again as soon as we have any further info!

Regards,
Stefan

User avatar
Tracker Supp-Stefan
Site Admin
Posts: 13557
Joined: Mon Jan 12, 2009 8:07 am
Location: London
Contact:

Re: Problem with printing

Post by Tracker Supp-Stefan » Thu Jul 05, 2018 8:42 am

Hello Max,

I have feedback from our devs.
They will need to see the exact printing settings being used. A screenshot of the Editor's print preview window + a screenshot of the printer's settings dialogue should be enough.
So can you please prepare those and attach them here to this topic?

Thanks,
Stefan

green_german_reengineering_gmbh
User
Posts: 7
Joined: Tue Oct 27, 2015 8:24 pm

Re: Problem with printing

Post by green_german_reengineering_gmbh » Mon Jul 09, 2018 4:13 pm

Hello Stefan,

here the Screenshotts. I hope I understand correctly which screenshots you need

Greetings
Max
Attachments
print2.png
print1.png

User avatar
Tracker Supp-Stefan
Site Admin
Posts: 13557
Joined: Mon Jan 12, 2009 8:07 am
Location: London
Contact:

Re: Problem with printing

Post by Tracker Supp-Stefan » Mon Jul 09, 2018 4:18 pm

Hello Max,

Yes indeed those are the two that I had in mind!
Going to ask our devs to check those and we will get back to you as soon as there are any further news!

Regards,
Stefan

User avatar
Tracker Supp-Stefan
Site Admin
Posts: 13557
Joined: Mon Jan 12, 2009 8:07 am
Location: London
Contact:

Re: Problem with printing

Post by Tracker Supp-Stefan » Tue Jul 10, 2018 12:51 pm

Hello again Max,

Thanks for the shots.
My colleague did see them - but they are not from the same file that you sent to us before. Can you please make the shots with that same file that you provided to us earlier or send us the new file as well?

Regards,
Stefan

green_german_reengineering_gmbh
User
Posts: 7
Joined: Tue Oct 27, 2015 8:24 pm

Re: Problem with printing

Post by green_german_reengineering_gmbh » Wed Jul 11, 2018 1:01 pm

Hello Stefan,

here the screenshots, I hope, they are wath you need

Greetings Max
Attachments
pic02.png
pic01.png

User avatar
Tracker Supp-Stefan
Site Admin
Posts: 13557
Joined: Mon Jan 12, 2009 8:07 am
Location: London
Contact:

Re: Problem with printing

Post by Tracker Supp-Stefan » Wed Jul 11, 2018 2:14 pm

Hello Max,

I see that the settings are actually set to "Fit to printer Margins" - which is actually shrinking the document to 98% of it's original size.
Or do you say that despite those settings on screen the file is then printed e.g. zoomed in on the actual paper? In that case, can we please also have an image of the actual printed result?

Regards,
Stefan

green_german_reengineering_gmbh
User
Posts: 7
Joined: Tue Oct 27, 2015 8:24 pm

Re: Problem with printing

Post by green_german_reengineering_gmbh » Wed Jul 18, 2018 9:09 am

Hello Stefan
Sorry that it took so long but the affected colleague was ill. Here the expression of the affected side as PDf in the appendix
Greetings from Germany
Max
Attachments
2018_07_18_10_51_33.pdf
(168.58 KiB) Downloaded 37 times

User avatar
Tracker Supp-Stefan
Site Admin
Posts: 13557
Joined: Mon Jan 12, 2009 8:07 am
Location: London
Contact:

Re: Problem with printing

Post by Tracker Supp-Stefan » Wed Jul 18, 2018 11:05 am

Hello Max,

Thanks for the sample.
I see that around 4.5-5.0mm off the edge are not printed.
This is expected when printing to a hardware device - as it needs this area of the sheet to move it through it's internal mechanics.
The solution is to either select "Fit to printer margins", which will result in a slight shrinking of the original page, or use a larget sheet of paper (if the printer allows it), so that the whole content is placed unscaled on the paper.

You say that the page is printed 'enlarged' - but can we have the original PDF as well to take a look?

Regards,
Stefan

green_german_reengineering_gmbh
User
Posts: 7
Joined: Tue Oct 27, 2015 8:24 pm

Re: Problem with printing

Post by green_german_reengineering_gmbh » Thu Jul 19, 2018 7:28 am

Hello Stefan,

you have the original PDF allready (SFS_Flyer_Supply_Chain_final_201609_RZ-1.zip)

"Fit to printer margins" is set.
For this document, only page 2 is cut off and page 1 is printed correctly.
As I already wrote the document is printed correctly with the Adobe Reader.
Should we try to completely uninstall the XChange Viewer and reinstall it once?

User avatar
Tracker Supp-Stefan
Site Admin
Posts: 13557
Joined: Mon Jan 12, 2009 8:07 am
Location: London
Contact:

Re: Problem with printing

Post by Tracker Supp-Stefan » Thu Jul 19, 2018 12:20 pm

Hello Max,

Ahh - I see the file is indeed included in one of your earlier posts!
I will need one of our devs to check this, as I don't have the same printer myself, and can't test like thye do with only the drivers, but before I pass it along - can you indeed try to reinstall both the Editor, and the dirvers for this printer? Make sure you use the latest build of the drivers available from the manufacturer's website, and build 326 of the Editor.

Regards,
Stefan

Post Reply