PDF-Viewer hangs up printer

[ralf]

Hello support team,

we encountered a serious problem with the PDF viewer.

We have several PDF files that contain lots of vector graphics. When we try to print these files on our Ricoh printers with PDF viewer the job is spooled but only parts of the spool file gets transfered to the printer. The jobs stops after sending 300-400 kbytes and the printer completely hangs up! This can only be fixed by removing the job from the print queue und resetting the printer (switch off an on again).

First we updated our printer drivers but no change. Next we performed some more tests and found out that PDF viewer seems to have problems with the graphics. When using the default setting "Print graphics as vector graphic images" in the printer options of the driver the resulting spool file will hang up the printer. When selecting "Print graphics as raster graphics images" everything works fine. But this setting will result in very large spool files!

We tested with several releases of PDF Viewer including the latest build 42.3. All have the same problem.

By the way, Adobe Reader works without any problems and addionally producedes smaller spool files.

Please find attached the Ricoh printer drivers and screenshots of the printer settings dialog.

I will send an example PDF via email since it's a confidential document! I will also send the spool files.

Greetings,
Ralf

[Chris - PDF-XChange]

Hi ralf,

PDF-XChange currently does not support vector based PDF formats which is why it will only work when you choose print rasterized images.

Regards,
Chris

[ralf]

Hi Chris,

I just send the example PDF via "Report a problem...". Please have a look at it.

I do not talk about PDF-Xchange!!! I do not want to create a PDF from a vector graphic. I simply want to print an existing PDF.

PDF viewer displays the PDF w/o any problems. All graphics are completely visible. So if it can be displayed, why can't it then be printed?

Ralf

[Chris - PDF-XChange]

Sorry ralf,

I thought you were refering to vector based PDF format. Reporting through the viewer is the best method at this point.

Chris

[guebert]

Same problem here with the same Printer (Ricoh MPC2500)! Printer hangs after receiving ~ 200-400 kb of the job (~2 MB) and can be "reanimated" through "hard-reset", only.

It works fine with Adobe Reader 9.

Another sample PDF is attached.

Michael

[John - Tracker Supp]

Thanks for the info - we will be investigating ASAP and will advise.

[Ivan - Tracker Software]

To guebert: Please let me know the value of option "Print Text As Curves" in the Advanced settings on the Print dialog (or export your viewer's settings and attach them here).

[guebert]

Here you are!

[ralf]

Just to let you know: Problem still not fixed in 2.042.4.

Ralf

[guebert]

But thanks for keeping us informed.

Michael

[Ivan - Tracker Software]

We have implemented some workarounds for PCL drivers into build 42.4 (troubles with rotated images and PolyDraw function), but not for everything.
To be honest, it is not so easy to make workarounds because there is no explicit list of PCL limitations.

[ralf]

Just to let you know: Problem still not fixed in 2.042.4.

Ralf

Hi,

I just tried to print our examples again with the latest build 42.5.

Result: Problem still exists! The PDF-Viewer still hangs up your Ricoh printers...

The only way to get them back to work: switch power!

[John - Tracker Supp]

See here :

https://forum.pdf-xchange.com/ ... =35&t=6785

[ralf]

This is an issue for us - as we do not have the printer you have to test and resolve, and we cannot reproduce or see any reason for this in the tests we can run ..

Hello,

I understand that you cannot run tests on all kind of different printer models. Especially if you do not have access to such a device.

I just searched the Ricoh support site and noticed that they offer a special service for developers called "The Ricoh Developer Program" where you can download a collection of development tools, documents, description of APIs and their PCL language, etc. And the registation for the basic membership for this service is entirely free:

http://emea.ricoh-developer.com/Tools/index.xhtml

Maybe someone from your dev team can have a closer look on this? I assume that Ricoh will give registered developers access to lots of debugging tools and additional information. I think this might be quite interesting for you?

Regards, Ralf

[John - Tracker Supp]

Thanks Ralf,

that could indeed be very useful - I have forwarded to the project manager concerned to investigate.

Appreciated.

[ralf]

Hi guys,

just wanted to let you know that this issue seems to be fixed!

I printed my test PDF document with the latest build 45.0 on our Ricoh printers again and everything works fine now! No further printer hang-ups!

Great job!!!

Regards,
Ralf

[John - Tracker Supp]

Excellent - much appreciated that you took the time to let us know Ralf

[Peter2]

Hi guys,

just wanted to let you know that this issue seems to be fixed!

I printed my test PDF document with the latest build 45.0 on our Ricoh printers again and everything works fine now! No further printer hang-ups!

Great job!!!

Regards,
Ralf

Hi Ralf

in my company some people also reported problems with "Ricoh + PCL +PDFXChange" (printer hangs completely). Please can you tell me what the problem was and what you have done to solve the problem?

Regards

Peter

[Paul - PDF-XChange]

Hi Peter,

as well as Ralf's experience and possible solution, we would like to know more about your case.

Do you have an option to use the Ricoh native drivers rather than the PCL ones? I remember when I used to manage a number of Aficio printers there were different drivers available, PCL, PostScript and ones produced natively by Ricoh.

Is testing these an option for you?

Regards

[ralf]

Hi Ralf

in my company some people also reported problems with "Ricoh + PCL +PDFXChange" (printer hangs completely). Please can you tell me what the problem was and what you have done to solve the problem?

Regards

Peter

Hi Peter,

this problem was actually fixed over 2 years ago with an updated version of PDF-Xchange viewer. I use the viewer every day and never encountered any further problems while printing to Ricoh Aficio printers.

My suggestion: use latest viewer and latest Universal PCL print driver from Ricoh.

Regards,
Ralf

[Paul - PDF-XChange]

That's awesome to know Ralf,

thanks for that. It will be interesting to hear how that works out for Peter.

[Peter2]

@ralf
Thanks for the answer

...Do you have an option to use the Ricoh native drivers rather than the PCL ones?...

I'm sorry, but in this case I can only look and watch. It's a job for our central hotline to care for the company-wide driver (PCL!) and the company-wide current software. For me alone, I'm up-to-date.

The native Ricoh driver is (was) "RPCS" and for me (Raster and vector, CAD) it worked fine (better then PCL), but it is no more developed by Ricoh.

EDIT: I made a small test and send the "problematic PDF" to our HP-Plotter (inkl. PDF device): I send it via PDF-XChange and via data-transfer: no problem.

Peter

[Paul - PDF-XChange]

Hi Peter,

am I showing my age here? Indeed that was the driver I was thinking of...

Well - do let us know what ensures if you can get that driver changed company wide.

regards

[Peter2]

...I printed my test PDF document with the latest build 45.0 on our Ricoh printers again and everything works fine now! ...

Just for info: The version used is "2.0.0054.0 release - release date: 09-07-2010"

I will see what our hotline will do ..

Regards

Peter

[Stefan - PDF-XChange]

Hi Peter,

If possible please do try with the latest build 4.0.206 as this might have already been resolved.

Best,
Stefan
Tracker

[Peter2]

Hi Stefan

as said above: I do not have the authority to modify the computer of my co-workers. Sorry, bit I can only watch...

Peter

[Stefan - PDF-XChange]

Hi Peter,

Thanks for the comment - noted! But then again - we can't fix an older build so your colleagues (or IT staff) will need to update our products to the latest build. Only if the problem is reproducible with it we would be able to investigate and fix it.

Best,
Stefan