18 Replies Latest reply on Dec 7, 2017 9:46 AM by Mike West

    High Sierra (Mac OSX 10.13) & client 9.0.9

    Willis Dair Tracker

      Hi all,

       

      Was just checking if High Sierra (10.13) is officially supported by Pharos for the popup client v9.0.9.  If not, is there an estimated timeframe?  The downloads for the client says it is supported up to 10.12...

       

      thanks!

       

      Willis Dair

      Santa Clara University

        • Re: High Sierra (Mac OSX 10.13) & client 9.0.9
          Jeff Herald Guide

          Hi Wilis,

           

          It is not yet officially supported but we are going to test our Mac clients within the next couple of weeks.  That will determine if we can add that version to our officially supported list, or if we’ll need to make changes to the clients.  To be clear, we can’t say if it will function properly or not.  We must test first, to be sure.  It‘s also not known that it doesn’t work.

           

          -Jeff Herald

          Pharos Systems

          • Re: High Sierra (Mac OSX 10.13) & client 9.0.9
            Michael DeMeo Newbie

            We have run into some issues with student users at CU with High Sierra running Office 2011. Has anyone else seen a similar subset of MacOS users?

              • Re: High Sierra (Mac OSX 10.13) & client 9.0.9
                Jeff Herald Guide

                Hi Michael,

                 

                What is the nature of the problem that is reported?  Is it specific to Office 2011 on that version of OSX (didn’t happen on the previous OS version)?  Is it specific to printing using the current version of the Pharos Mac client?  What steps could we use to replicate the issues?  We are in the midst of testing that client in this new OS version, so we’d appreciate as much infor as you could provide.  It will help us produce a better product.  Thank you.

                 

                -Jeff Herald - Pharos Systems

                  • Re: High Sierra (Mac OSX 10.13) & client 9.0.9
                    Michael DeMeo Newbie

                    Hi Jeff-

                    Here is a summary of the issue as reported by our team...

                     

                    - Users that have the Paw Print driver downloaded on their personal

                    macbooks (with varying OS) are unable to successfully print their

                    documents (including word docs).

                     

                    - It seems that they do not have an issue sending their print jobs to

                    the release station, but when they release the jobs, they get a print

                    out with the error "ERROR: undefinedresult

                    OFFENDING COMMAND: xshow"

                      • Re: High Sierra (Mac OSX 10.13) & client 9.0.9
                        Andrew Wynbissinger Tracker

                        We are experiencing the same issue.

                        • Re: High Sierra (Mac OSX 10.13) & client 9.0.9
                          Jim Gilliver Pioneer

                          Hi Michael,

                           

                          This sounds as if the driver is not producing a spool file appropriate for the device, but the details are a bit unclear.  What exactly is the Paw Print driver?  I tried to download the installer to take a look, but the download link I found requires authentication.  From the instructions, it sounds like it could be a re-branded generic driver, or a custom wrapper around multiple drivers.

                           

                          It may be a case where certain compatibility options need to be set for a specific device type, because any driver that expects to communicate with the device directly will usually fail to do so when dealing with a Uniprint queue.

                           

                          Regards,

                          Jim

                          • Re: High Sierra (Mac OSX 10.13) & client 9.0.9
                            Paul LaFollette Guide

                            Michael DeMeo We've been further the "Offending Command: xshow" error, and think we've found some work-arounds... until an actual fix.

                             

                            Workaround #1 - Since most of the problem happens with PDF files, we've found if the user opens the PDF file using Adobe Acrobat (even on a Mac, not Preview or anything else), then in Adobe Acrobat's Print dialog, click Advanced and select "Print as Image".  The document should print without issue.  - Drawbacks:  Documents always take a lot longer to print because the "Print as Image" files are bigger.   Cumbersome because of the extra steps.

                             

                            Workaround #2 - Use the Gutenprint Scott Olswold suggested.  They work very nicely and quick, plus the error doesn't happen.  - Drawbacks:  Lack of full features.  Your printer may have features the Gutenprint drivers do not provide and you don't get to set additional features.  Features you probably won't get include Tabloid (11x17 and A3) size paper (this could be a deal-breaker).

                             

                            Thanks,

                            - Paul L.

                            1 of 1 people found this helpful
                              • Re: High Sierra (Mac OSX 10.13) & client 9.0.9
                                Scott Olswold Guide

                                Paul,

                                 

                                It vexes me to no end that Adobe decided to rip the DPI setting out of the Print as Image function in the Reader version of the application. Standard and Professional still have the ability to set the DPI low, or at least optimal. For those of you with access to a more functional Adobe Acrobat edition, you can usually get away with setting the DPI to 200 or 300 and it will still look good while spooling/printing faster.

                                 

                                By default, the Reader uses 600, which is great for text, and highly inefficient for everything else.

                                 

                                -Scott

                        • Re: High Sierra (Mac OSX 10.13) & client 9.0.9
                          Jeff Herald Guide

                          I'd like to request that the customers who are experiencing any trouble with the latest Mac OS (10.13 High Sierra) to please open a support ticket with Pharos so we can track this issue and help you.  We'll want to know which driver is being used, version, and errors reported and any troubleshooting steps you've taken.  Is this a problem with this OS only, with Office 2011 only, with this driver only, or with the Pharos client only, etc, or a combination.  We'd also like to receive a copy of the Mac package being used so we can test with what you are using.  So please open a support ticket, that's the best forum for working through this issue.  Thank you.

                           

                          -Jeff Herald - Pharos Systems

                          • Re: High Sierra (Mac OSX 10.13) & client 9.0.9
                            Andy Semak Newbie

                            The only issue we have seen is printing the Calibri font using HP drivers. Pharos Popup is working fine.

                              • Re: High Sierra (Mac OSX 10.13) & client 9.0.9
                                Andrew Wynbissinger Tracker

                                Hi Andy,

                                We are noticing the issue is tied to the Calibri font.

                                • Re: High Sierra (Mac OSX 10.13) & client 9.0.9
                                  Paul LaFollette Guide

                                  Seeing the same issue here, and finding documents (especially PDF files) edited under MAC OSX 10.13 can "carry" the issue and when printed on different OS (both older MAC and Windows) will still error (the Offending Command: xshow error) so long as Postscript drivers are being used.   Appears to be a problem with the rendering in Mac OSX 10.13.

                                   

                                  - Paul L.

                                    • Re: High Sierra (Mac OSX 10.13) & client 9.0.9
                                      Scott Olswold Guide

                                      This makes sense. The problem is also discussed on the HP forums related to Office 2011. The "xshow" command is used to modify a glyph's (character) width and was introduced in PostScript Language Level 2. If it is indeed caused by the use of Calibri inside a Microsoft Word 2011 document and the PostScript driver in MacOS 10.13, there are a few workarounds:

                                       

                                      • Don't use Calibri.
                                      • Don't use Microsoft Office 2011, or upgrade. Microsoft has released an official support statement regarding Office support for High Sierra. I've used Libre Office and OpenOffice successfully for years.
                                      • Export Word 2011 documents to PDF and then use Acrobat Reader to "print as image".
                                      • Use a PCL driver instead. This will require the use of Gutenprint for MacOS. The "Pre 13" build (for the daring) works on my High Sierra system, as does build 12 (the stable build). I expect that 5.2.13 will be out soon and will be supported specifically in High Sierra.

                                       

                                      Cheers,

                                      Scott

                                      • Re: High Sierra (Mac OSX 10.13) & client 9.0.9
                                        Mike West Newbie

                                        We noticed this also, but only with some users on High Sierra.  For example my work MacBook has High Sierra with Office 2016, and it will print a "broken" document fine after changing the font to something else and changing it back to Calibri.  Changing the font on the users machine in the same manner does not fix the issue, and results in the document not printing on any other machine again. 

                                         

                                        I then found that after I updated my Office 2016 to build 16.8, I could also no longer print the Calibri font, and now had the same issue.  After testing some various ideas out yesterday, I found that a clean install of OS X High Sierra, and Office 2016 15.4 has the issue with Calibri not printing.  OS X Sierra with Office 2016 15.4 worked fine.  I still need to update the test computer back to High Sierra to see if it continues to work. That is the process my MacBook had went through and worked.

                                         

                                        We also found this affects certain pdf documents as well, and it seems to only affect our HP printers.

                                    • Re: High Sierra (Mac OSX 10.13) & client 9.0.9
                                      Jeff Herald Guide

                                      Hi all, I just wanted to update this thread to let you know that we have tested the current version of the Popup client (9.0.9) on Mac OS-X 10.13 (High Sierra) and have verified that it is working and it is now supported.  We have updated the Macintosh Components page on the Community, here: https://community.pharos.com/docs/DOC-1650

                                       

                                      I understand that some customers have reported issues related to HP drivers, and maybe others.  There may be a new driver update from these manufactures if there is an incompatibility resulting from this OS update.  Please check with them.

                                       

                                      Also, as of this posting, the Signup client for Macintosh is to be tested soon on High Sierra, and we will update the page above when we know the results.  Until then we can't definitively announce support for the Signup client (9.0.9) on that operating system, though we don't know of any problems either.  It is recommended to stick with what's supported.

                                       

                                      -Jeff Herald - Pharos Systems

                                        • Re: High Sierra (Mac OSX 10.13) & client 9.0.9
                                          Steve Rasa Wayfarer

                                          Hi Jeff,

                                           

                                          Can you please confirm that popup version 9.0.9, as previously released (release date has been the same… September 2017), will now work and be supported with High Sierra? We see that the OS X version has been updated on this download page (as you provided) but the version of the popup remains the same. So, we just want to confirm if we need to rebuild or if the version released 9/2017 is vetted?

                                           

                                          Please let us know.

                                           

                                          Thanks!

                                          Steve

                                           

                                          Stephen P. Rasa

                                          Marketing Data Solutions, Inc.

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