Printer interface

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

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danprentice
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Posts: 4
Joined: Thu Nov 02, 2017 5:34 pm

Printer interface

Post by danprentice »

PDF Exchange stopped working with my printer (in the middle of a job on Friday afternoon, of course) I cannot get it to print on my Brother MFC-L3770cdw after using it for 2 years. Worked fine, then stoppped. Gives random error messages like paper tray empty when it's full, toner empty when i just refilled them. It only happens when I use PDF-Xchg. Prints fine in Excel, Word, Outlook, etc. Only PDF-X won't print. I updated my subscription of PDF-X but still not working and no one to call for help. If you can help let me know or I'll go back to Adobe. Thanks
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TrackerSupp-Daniel
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Joined: Wed Jan 03, 2018 6:52 pm

Re: Printer interface

Post by TrackerSupp-Daniel »

Hello, danprentice

Thank you for the report. A few things to check first.
  1. Are your printer device drivers fully up to date and installed from the official manufacturers website? If not, please do update/reinstall those and restart your both the printer device and PC.
  2. If your PDF-XChange and Windows installations fully up to date, if not, please do update both and then restart your PC.
  3. Assuming all of the above are fully up to date, and the issue persists do you see the same issue when printing from MS notepad? We use the same core windows subsystems to print as base windows software, like notepad does.
If notepad does see the same issue, than I am afraid the error is in the printer drivers, or a windows function, and is unrelated to our software. You will need to contact your device manufacturer, and/or Microsoft in that case.
If notepad does not see the same issue, than there is an error on our side. In that case, we will need to know the printer make/model, and if possible, have a link to the manufacturers website, leading to the version of the device drivers you have installed, so we can emulate the issue on this end.

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

+++++++++++++++++++++++++++++++++++
Our Web site domain and email address has changed as of 26/10/2023.
https://www.pdf-xchange.com
Support@pdf-xchange.com
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Vasyl-Tracker Dev Team
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Posts: 2410
Joined: Thu Jun 30, 2005 4:11 pm

Re: Printer interface

Post by Vasyl-Tracker Dev Team »

Hi, danprentice.

Just for testing - try to use the app:

"c:\Program Files\Tracker Software\PDF Editor\PDFXEdit_NoPrintIsolation.exe"

It is the same PDF-Change Editor application, except that it does the printing without a special sandbox, unlike the regular application.

Note: before trying it - unload the regular Editor app.

Cheers.
Vasyl Yaremyn
Tracker Software Products
Project Developer

Please archive any files posted to a ZIP, 7z or RAR file or they will be removed and not posted.
danprentice
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Posts: 4
Joined: Thu Nov 02, 2017 5:34 pm

Re: Printer interface

Post by danprentice »

Does not work in MS Notepad. Sends error msg to printer "Small Paper", Paper Tray Empty (it's full), Toner Empty (they are full). I'm using Adobe again to get critical documents produced.

Stop automatic billing until this is resolved. Thank you
TrackerSupp-Daniel wrote: Mon Oct 28, 2024 10:11 pm
Hello, danprentice

Thank you for the report. A few things to check first.
  1. Are your printer device drivers fully up to date and installed from the official manufacturers website? If not, please do update/reinstall those and restart your both the printer device and PC.
  2. If your PDF-XChange and Windows installations fully up to date, if not, please do update both and then restart your PC.
  3. Assuming all of the above are fully up to date, and the issue persists do you see the same issue when printing from MS notepad? We use the same core windows subsystems to print as base windows software, like notepad does.
If notepad does see the same issue, than I am afraid the error is in the printer drivers, or a windows function, and is unrelated to our software. You will need to contact your device manufacturer, and/or Microsoft in that case.
If notepad does not see the same issue, than there is an error on our side. In that case, we will need to know the printer make/model, and if possible, have a link to the manufacturers website, leading to the version of the device drivers you have installed, so we can emulate the issue on this end.

Kind regards,
danprentice
User
Posts: 4
Joined: Thu Nov 02, 2017 5:34 pm

Re: Printer interface

Post by danprentice »

Printer is Brother MFC-L3770CDW
danprentice
User
Posts: 4
Joined: Thu Nov 02, 2017 5:34 pm

Re: Printer interface

Post by danprentice »

"File could not be accessed - Please upload PDF Xchange" I already have a PDF X account - cannot login, says password is invalid. What the hell is going on? It was working fine until last Friday the 18th, then everything stopped working and corrupted my printer.
Vasyl-Tracker Dev Team wrote: Mon Oct 28, 2024 11:02 pm Hi, danprentice.

Just for testing - try to use the app:

"c:\Program Files\Tracker Software\PDF Editor\PDFXEdit_NoPrintIsolation.exe"

It is the same PDF-Change Editor application, except that it does the printing without a special sandbox, unlike the regular application.

Note: before trying it - unload the regular Editor app.

Cheers.
User avatar
TrackerSupp-Daniel
Site Admin
Posts: 9705
Joined: Wed Jan 03, 2018 6:52 pm

Re: Printer interface

Post by TrackerSupp-Daniel »

Hello, danprentice

I understand that this is a frustrating experience, but I am sorry to say, your anger is misplaced.
danprentice wrote: Thu Oct 31, 2024 5:13 pm Does not work in MS Notepad. Sends error msg to printer "Small Paper", Paper Tray Empty (it's full), Toner Empty (they are full).
Thank you for confirming this, I was looking for the answer to this question in our email conversation as well, but it was not forthcoming. As I mentioned before, if the same issue happens when using Notepad, than the error is either in the Printer Driver itself, or in the communication method which Winodws provides for conversing with the printer.
TrackerSupp-Daniel wrote: Mon Oct 28, 2024 10:11 pm If notepad does see the same issue, than I am afraid the error is in the printer drivers, or a windows function, and is unrelated to our software. You will need to contact your device manufacturer, and/or Microsoft in that case.
We use the same, core windows functions as notepad does, so if notepad sees the same errors occurring, I am sorry to say, there is nothing wrong on our end whatsoever in relation to this issue, and nothing that we can do to resolve it. You will need to reach out to Microsoft, and your Printer Manufacturer for technical support with the errors in either or possible both of their systems. Just because Adobe works, does not indicate that the problem is on our end.
danprentice wrote: Thu Oct 31, 2024 5:13 pm Stop automatic billing until this is resolved. Thank you
As my colleagues have iterated multiple times by email; We do not have a subscription base, and do not have any automatic billing options in place. If you wish to stop using or updating our software, there is nothing that needs to be done on this end, or on your end. When your current maintenance expires, you can simply allow it to expire, and it will not renew.
danprentice wrote: Thu Oct 31, 2024 5:41 pm "File could not be accessed - Please upload PDF Xchange"
I do not understand where this "quote" comes from, and cannot think of any part of our software or websites which would offer such a message. Where exactly are you seeing this, and can you send a screenshot of it?
danprentice wrote: Thu Oct 31, 2024 5:41 pm It was working fine until last Friday the 18th, then everything stopped working and corrupted my printer.
Nothing on our end has done any damage to your printer, nothing we offer is capable of such destructive actions. If your printer is damaged suddenly, the most likely cause is a bug in a windows or Driver update.

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

+++++++++++++++++++++++++++++++++++
Our Web site domain and email address has changed as of 26/10/2023.
https://www.pdf-xchange.com
Support@pdf-xchange.com
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