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Question

Question

Documents not printing correctly from Web Client 10.2

asked on April 27 Show version history

Anyone else having issues with printing from Web Client 10.2?

Printing a Tiff only gets partial image when printed from Web Client.  Same Tiff printed from desktop client prints complete document.

Printing a PDF gets either the document text OR it prints a cut off version of the image.

All documents get the URL printed for the Export Streaming Handler which I would like to remove.

Edit - sorry for the redactions but the ticket has feed formulations which are proprietary.

pdf print as text.jpg
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Replies

replied on April 27

Hi Michelle,

Our QA team took a look into this and printing seems to be working fine in the general case. The next step I'd suggest is to talk with your reseller about opening up a support case. Support can look into whether there's something specific to the documents you are trying to print that's causing this behavior. 

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replied on April 28

I will pursue opening of a support case with my reseller.

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replied on May 10

I am having the same issue. Although on some PCs, the image will not download to print at all, causing Chrome to crash or IE to lock up.

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replied on May 10

In Web Client 10.2, we had switched to using pdf.js to handle printing images. However, the version of pdf.js we are using has a bug when printing from Internet Explorer where only the top half of pages get printed. A fix is being looked into and we'll update the thread when more information is available.

Perhaps as a workaround for now, users can use another web browser besides IE or Edge if they need to print images.

If you are having other issues with printing in Web Client 10.2, please contact your Laserfiche reseller to open a support case.

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replied on August 24

any update on this for Web Access 10.2?

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replied on August 24 Show version history

The hotfix was released. See the files and instructions here. Note that you'll have to update to Web Client 10.2.1 first (it's compatible with LFS 10.2.0).

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replied on August 28 Show version history

Our web Client shows 10.2 (10.2.1.177), are we on 10.2 or 10.2.1.177?

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replied on August 31 Show version history

Hi Khanh, you're on 10.2.1. You should be fine to apply the hotfix. 

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replied on September 28

I've got a client with a different issue with PDF printing, but seems to be related. When they view the documents in the viewer everything looks correct, but when they try to print, unless Laserfiche pages (tifs) have been generated for the PDF, the print preview and printed documents only show the extracted text.

If I download the PDF, and then open it in Acrobat, it displays and prints correctly. It's only in the electronic document viewer in Web Access 10.2.1 where the error occurs. The client also has problems in Firefox where the document viewer doesn't work at all, and states that the same problem occurs in Chrome. Like there's a problem with the printing component of the WebAccess Electronic Document Viewer.

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replied on September 28

Yes, this is just like what we experience. And since generating pages doubles the total document size - and we're nearing ten million documents in our repository - generating pages in order to get them to print properly is not a feasible option for us.

We're using the workaround and manually downloading in order to get them to print, but it's terribly cumbersome and time consuming; a regression from v9.

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replied on September 28

Hi Glen, 

 

The issue you described in your first paragraph is unrelated to the original issue in this thread. The problem is that the Web Client doc viewer cannot print the original PDF in 10.2.1, and so it falls back on pages. In the case you described, the PDFs do not have image pages, so it's falling back on the text pages.

 

That said, it's a limitation we're aware of. We added this functionality back in the upcoming Laserfiche 10.3 release. 

 

As for the issue you mention in Firefox and Chrome, we're not aware of any issues printing in those browser specifically. I'd recommend opening a case with our Support team so we can better troubleshoot the issue. 

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replied on September 29

Can you give us an estimated delivery date on 10.3?

 

Are we talking a few weeks, a few months, several months, or is it a year or more?

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replied on October 2

As listed in the product roadmap, Laserfiche 10.3 will be available Q4 2017, likely around November.  

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replied on October 2

Ryan, 

The customer is having exactly the same issue in Chrome and Firefox. It looks like our only options are to upgrade WebAccess to a version that doesn't have this problem, or hold up the project until 10.3 comes out.

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replied on October 4

Hi Glen, 

 

My apologies, there are several issues that have been mentioned in various threads of this post and I'm not sure I follow what you mean by the 'same issue'. To clarify, when you say 'exactly the same issue in Chrome and Firefox', are you referring to:

  • printing half pages
  • not printing the original PDF when no tiff pages are generated
  • some other issue

 

If its the first, applying the latest hotfix (KB1013894) will fix the issue. The second will be fixed in Laserfiche 10.3, but is not fixed in any other version of Web Client 10.x. If its the 3rd, please describe the issue and include screenshots so we can be sure we fix the issue in Web Client 10.3.

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replied on October 5 Show version history

When they print a PDF it will print only the extracted text. It will not print the pages as they appear in the document viewer unless you first generate images from the PDF. It is exactly how Sarah Togawa described it in a previous reply, and the problem is putting end users through the extra steps of generating the pages, and increasing the amount of space the volumes occupy in a repository that has thousands of those PDFs. 

If there were some easy way of setting the options to bypass your electronic document viewer, and go back to how 9.2 just opens the currently installed PDF reader, that'd be great.

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replied on October 5

I totally agreed with Glen, stop using PDF.JS and default it to use installed PDF reader.

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replied on May 25

We are having the exact same issue since upgrading to 10.2.1 last week.

Did you get any resolution to this issue?

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replied on June 5

Is there a fix for this problem yet?

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replied on June 5

We are currently testing the fix for this and looking into releasing a hotfix for it.

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replied on June 15

Same here, lots of our customers are complaining they cannot print using IE via Web Client.

When will this hotfix be available?

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replied on June 15

KB 1013868

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replied on June 21

Has anyone else tried the hotfix, yet?  And if so, did it work for you?

For us, after installing the hotfix, everything appears to work until the prompt where I select a printer to print to. The prompt doesn't show up and clicking on the printer icon (top left corner) does nothing (meaning, nothing happens).

Chrome continues to work. This experience is with IE, which is our corporate preference.

Appreciate your time and suggestions, thank you!

Side note: the toolbar/menu at the top of the window is skewed in IE.

In Chrome it looks like this: .

In IE it looks like:  ...no matter the size of the window.

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replied on June 21

Hi Sarah, 

 

Please delete your browser cache (Internet Options->Browsing history->Delete, and make sure Temporary Internet files and website files is checked) and try again. Also, make sure you swapped out the entire 'Viewer' folder rather than copying the file contents. Missing a single file can break the PDF viewer and has caused issues similar to what you've described for us internally. 

 

If that doesn't work, please contact your reseller and tell them to open a case with our support team. Please provide full IE 11 version, a video reproducing the issue, and a fiddler trace while the issue is being reproduced (your reseller should know how to take this trace). 

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replied on June 21

Thank you, Ryan - we will double-check and try your suggestions again after hours. We backed off the hotfix this morning because it caused a "Script Error" on many documents (particularly those that appeared to not have "generated pages" done on them.)

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replied on June 21

Yeah, it looks like the Web Client is running into errors loading the JS for the PDF Viewer. One other thing that comes to mind- Are you currently on Web Client 10.2.0 or 10.2.1? The hotfix is specifically for 10.2.1. 

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replied on July 14

Ryan, has there been a fix to the hotfix to correct the script error that Sarah was getting on her documents? 

I would like to put the hotfix in place to stop using the workaround of downloading and printing (lots of local desktop cleanup involved with this) but don't want to introduce the script error to my users.

Please advise, thanks.

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replied on July 14

The hotfix is safe to apply. We can't reproduce Sarah's issue internally with our hotfix. Multiple customers have applied the fix successfully, and this is the only known instance of someone running into trouble with it. To my knowledge, Sarah's organization hasn't reached out to open a support case through her reseller for the hotfix and she hasn't replied to my post earlier, so I can't speak to the issue she was experiencing.

 

Just make sure when you apply the hotfix, you're specifically on 10.2.1 (not 10.2.0) and that you swap out the entire 'Viewer' directory. If you do run into any issues with the hotfix, ask your reseller to open up a support case and we'll fix any problems that occur.  

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replied on July 14

Ryan, thanks for the update.  I have the 10.2.1 update on my calendar and will apply the hotfix at that time. 

When you mention swapping out the entire 'Viewer' directory, will this occur via the application of the hotfix, or do I need to look elsewhere and do something else to make that happen?

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replied on July 14

This is a static file hotfix, not a hotfix deployed by an executable. The hotfix in the KB contains a zipped directory with patched source files. To apply the hotfix, you back up the original directory and replace it with the directory from the KB. See the instructions here.

 

 

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replied on October 2

Ryan,  I am just now getting to upgrade my server to 10.2.1.  By downloading and applying the 10.2.1 installer, am I getting all the hotfixes (up to 10.2.1. update 2) included in that install? 

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replied on October 4

If you upgrade to either from the latest full Rio or Avante 10.2.1 package or if you download and install KB1013894, you will get the fix for this issue. 

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replied on October 4 Show version history

Many thanks for the confirmation that I will have the latest fix included in the full Rio 10.2.1  installer.

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replied on October 4 Show version history

KB 1013894 Patch applied, still NOT workingangry .  Printout still got cut off; only 1/4 of page is printed, header (ExportStreamHandeler.ashx) and footer (File/server path) embedded on the printout.  Chrome and FireFox have no issues. 

I doubt if version 10.3 will resolve the IE printing issues if pdf.js method is still being used starting with Web Access Version 10.2.

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replied on June 22

We were having the same problem and switched everyone to Google Chrome from IE and that corrected the issue on our end.

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