Question

Fix invalid characters when printing electronic files from snapshot

Version 8 Snapshot

Updated August 27, 2014

asked on January 23, 2014

As noted in this KB article, there is a problem when printing some electronic documents (namely certain PDFs) that cause all the characters in the document to be incremented by 1 ASCII value. The workarounds provided are to either

disable advanced printing options on the snapshot printer
or "print as image" from adobe reader.

I found a way to disabled the advanced printing options for everyone in a previous post. Unfortunately, disabling this feature prevent users from printing mulitple active worksheets from Excel via Snapshot. It ends up only receiving one of the active worksheets.

Is the character manipulation problem something that is in the snapshot/black ice driver that Laserfiche can fix?

This is causing some issues, including a lack of trust in the Laserfiche products from my users and leadership. There have been a few documents that were imported, but no one looked at the doc to see the characters were messed up. Also, it is a painful process to train for this semi-rare exception to "print as image." There has to be a better way!

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Answer

SELECTED ANSWER

replied on January 23, 2014 • Show version history

Which version of Snapshot are you using? Snapshot 9.1 ships with a version of the Black Ice virtual printer driver which seems to solve most of the problems related to bogus character data.

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replied on January 23, 2014

8.3.2.
I'll see if I can dig up a problem-causing PDF and try it on the VM. I may not be able to since I can't send docs home from work and I can't run the VM on our network.

I haven't seen any documentation that says this is fixed. The KB article doesn't mention it either.

Is it possible for Laserfiche to confirm that this if fixed? I imagine you have some of the PDFs that cause this issue attached to a few support cases...

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replied on January 24, 2014 • Show version history

I or LF Technical Support can confirm if it's fixed or not if you can supply a PDF that has the problem. If the PDF doesn't contain anything confidential and it's not too large, you can upload a copy here. Otherwise, you should pass it over to us via a support case.

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replied on January 24, 2014

I was hoping you had some PDFs that were sent to you to report the problem originally that you could use.

I spent all day looking for one and finally found an offending PDF. I'll try it next week in the VM.

Thanks.

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replied on January 28, 2014

I used the VM to test a PDF that was giving us problems and the 9.1 version of snapshot appears to have fixed the issue!

I would advise testing this more, if you can.

Or, call it solved and add it to the release notes and update the KB linked in my original post.

Thanks!

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replied on January 28, 2014

Sure, we can update the KB to indicate that some instances of this issue are resolved in Snapshot 9.1. The main reason we don't have a specific for any given PDF is that we are dependent on the external driver for this, and it's not uncommon for some issues on certain PDFs to be resolved while others are not. Basically, we usually can't say for sure one way or the other without the PDF in hand, hence Michaels request (Seriously the differences between PDFs that encounter an issue like this and ones that don't can be pretty minimal. It generally has to do with how they were generated). Glad it worked for your situation!

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replied on August 26, 2014

Has anyone found a fix for these two issues?

A client is having the same two problems. MS Excel and snapshot active worksheets, and not being able to snapshot from PDF when advanced printing is ticked.

When we fix one issue, this generates the other one.

Thanks,

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replied on August 27, 2014

Are you having the character manipulation problem and using Snapshot included in LF 9.1?

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Fix invalid characters when printing electronic files from snapshot

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