7 Replies Latest reply on Dec 23, 2015 3:04 PM by John Siegel

    MobilePrint job prints internet headers instead of pdf

    srjones Newbie

      We've received a few reports of users who are trying to print pdf's through MobilePrint.  They are emailing the files, rather than uploading to the site.  When the job prints, instead of printing the pdf, it prints the internet headers of the email message.  I have not been able to duplicate the issue.  Has anyone seen this, or know what the cause may be?

      Thanks!

        • Re: MobilePrint job prints internet headers instead of pdf
          John Siegel Guide

                         Any chance they are trying to print directly from a URL? We were never able to get that to work at CU. It would just print out the header. If that's the case, it may be that the job is protected, or the location requires authentication, etc.

           

                         If not, it's hard to say. We run into issues with PDF's all the time. Usually, unless you can capture the job and reproduce the error it's impossible to ID the root cause. It may be the job itself, it may be that it's a PDF that's not an Adobe version which may or may not have compatibility issues. Best bet would be to follow up with one of the users complaining about the problem and see if you can get a copy of the job.

           

          I'd also want to know:

           

          Does it print correctly via traditional printing?

          Does it print correctly if it's uploaded to Pharos Print Center?

          How big is the file?

          What email client are they using?

           

          After that I'd look at the possibility of Daemonic possession!

           

          ~John

          • Re: MobilePrint job prints internet headers instead of pdf
            Francois Grenier Adventurer

            Hi srjones,

             

            We had a case similar to this not long ago where PDFs or other attachments were randomly printed as "garbage" in more or less the same way as you describe.  The first pages were showing email headers and subsequents pages were random characters that sometimes looked like PDF codes, sometimes many hundred pages long.  Pharos support suggested a few things, but what ended up fixing it was disabling the printing of email messages, in other words, we now only process attachements.

             

            BTW, we are running MobilePrint 1.3.2 and the problem only seemed to affect our students whose mailbox is in Exchange Online (Office 365).

             

            HTH!

            -=François

              • Re: MobilePrint job prints internet headers instead of pdf
                John Siegel Guide

                Hi Francois,

                 

                                    Interesting that you had issues with Office 365. Our students were moved over to Gmail to host and we ran into some problems. The faculty was moved over to Office 365 with no problems. We haven't seen the same issue with PDF's that you describe, but it does happen occasionally with image files printing "code" instead of an image. Just out of curiosity, what brand of printers are you using. We have a mix of Xerox Phasers and MFP's.

                 

                ~John

                  • Re: MobilePrint job prints internet headers instead of pdf
                    Francois Grenier Adventurer

                    Hi John,

                     

                    All Xerox Work Centre printers MFPs.

                     

                    -=FG

                      • Re: MobilePrint job prints internet headers instead of pdf
                        John Siegel Guide

                        Hi Francois,

                         

                                            What driver are you using? We use the Post scripted drivers and have had fewer problems with PDF's vs. PCL. we've also had problems in some cases when using the Xerox Global Driver. The fact that in srjones's case the problem can't be reproduced points to the PDF as the potential source of the problem. People forget that the PDF was originally designed to be used as an electronic format and an alternative to printing. Keep in mind that there are many manufacturers of PDF software, and it isn't always going to work and play well with the Adobe Reader, or a third party PDF reader (which is basically how Mobileprint converts the print job). It's also possible that the PDF is blocked by the OS and needs to be unblocked before being sent to the print system as an attachment.

                         

                        BTW, out of curiosity what was Pharos Supports recommendations?

                         

                        Regards,

                         

                                      John

                          • Re: MobilePrint job prints internet headers instead of pdf
                            Francois Grenier Adventurer

                            Hi John,

                             

                            Recommendations regarding driver selection?  This sends me five years, before MobilePrint,  ago so some of what I am about write may not be 100% accurate!  Because of the universal model that we envisionned in our solution, Pharos recommend Postscript for better compatibility between printer models.  This is what we ended up deploying on our campus and it worked great but some documents were giving us problems.  After a lot of experimentation (Postcript pass-through, print as image, PCL, etc.) and discussions with Xerox, we discovered that our fleet of devices had different print engines and were not interpreting some Postcript exactly the same.  We then decided to switch to PCL and have been mostly happy since then, albeit it probably restricts us a little more in terms of MFDs capabilities.

                             

                            HTH!

                            -=François