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Acrobat for Windows and Mac: Printing

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What seems to be a printing bug in 21.007.20091 of Acrobat Reader DC

User has a Citrix virtual desktop with a USB HP printer connected to a Thin Client, and redirected into the Citrix desktop using the Citrix Universal Printer.
Prior to this version, opening a PDF and printing to that redirected printer presented no problem. On this most recent version it does with a quick "The document could not be printed" error and then it spits out a blank page.
Ideally I'd like to get my hands on 20.005.20058 to verify this, but I cannot find the full download now. I have however installed an older version 15.*** and this prints just fine. This to me is pointing to a potential bug in this most recent version, since the user was able to print just fine before on the previous version, updated to the latest on his machine 6 days ago.
How can we go about troubleshooting this further as this appears to be a bug. How can I get my hands on a recent previous version of Adobe to verify that it's this specific version?

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Jon shared this idea  ·   ·  Report…  ·  Admin →
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  • Greg Rinsma commented  ·   ·  Report

    This issue seems resolved in initial testing with 2100720099

  • Tom H commented  ·   ·  Report

    It did not resolve printing issue for us.

  • Tom H commented  ·   ·  Report

    Can someone from Adobe confirm if this issue is addressed in Optional Update 21.007.20095?

  • Tom H commented  ·   ·  Report

    Is there a workaround available for this issue? Is there a way to rollback to the last known working version?

  • Jon commented  ·   ·  Report

    Thank you for the update. So it sounds like this is a bug in Reader at this time and we'll await an update and fix when that update arrives. Thanks for the work around. The user is working just fine using Edge as default and printing from there.
    Thanks again.

  • AdminSwapnil Srivastava (Admin, Adobe) commented  ·   ·  Report

    Thanks for the details Jon.
    We're working on providing a permanent fix for the same. In the meanwhile, Instead of changing the page size from PrintProperties, one can change from 'Page Setup' from bottom left corner in the PrintMenu; then the PDF can be printed to a greater size as well without any error observed

    Please feel free to reach us anytime.

    Regards,
    Swapnil Srivastava

  • Jon commented  ·   ·  Report

    Swapnil,
    Thanks for the quick response. Here you go:
    1) Win 10 21H1 - 19043.1237
    2) Citrix Universal Print Driver
    3) All PDFs
    4) I've attached a random PDF that failed. The one you sent did as well.

    However, when I switched to A5 as the video showed, we did not get the error. However the print out came out all wonky the user said.

    See attached files.

  • AdminSwapnil Srivastava (Admin, Adobe) commented  ·   ·  Report

    Hi Jon,

    Thanks for reporting the issue here.
    Can you help us with a few details regarding the issue and system setup at your end where the issue is reproducible.
    1. OS version
    2. Printer driver
    3. Is the issue observed on all PDF file(s) or on some sample file(s)
    4. Is it possible to share a few sample file(s) on which the issue is observed

    We need to verify a workflow that might be the root cause for the issue observed at your end.

    Please check when tried printing a PDF file (say the attached PDF file) with the same printer but select a smaller or same page size from Properties before printing.
    Steps for the same can be found in the recording attached (print_small_size.mp4)

    Please feel free to reach us any time regarding the issue.

    Regards,
    Swapnil Srivastava