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New Member
Posts: 1
Registered: ‎02-13-2018
Accepted Solution

Global Print Driver problems

We are encountering two problems with the PS Global Print Driver 5.585.13.0 under Windows 10 1709 :

 

1) When printing multiple copies of any PDF file from Acrobat DC 18.011.20035 on a WorkCentre 7845, only one copy is printed. Using the older PS driver version 5.433.16.0, multiple copies print as expected.

 

2) When printing a Tabloid 11" x 17" PDF file on a Phaser 7500, even if the size is set correctly in Acrobat DC's print dialog, it must also be changed in the Properties tab of the printer as well to come out in the correct size. When using the older PS 5.113.12 driver, everything prints automatically in the right size and from the proper tray.

 

We would like to know when is an update of the Global Print Driver planned that will fix these issues not present with your older drivers?

 

Thank you.

Highlighted
Analyst Nation Moderator
Posts: 5,630
Registered: ‎11-25-2013

Re: Global Print Driver problems

You would have to call in and have the issue reported in order to expect a fix. (Spar process)

This is a peer to peer forum.

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Joe.
Valued Advisor
Posts: 1,682
Registered: ‎10-11-2010

Re: Global Print Driver problems

yes, we have issue 1 also on our clients

with PCL no issue

Analyst Nation Moderator
Posts: 5,630
Registered: ‎11-25-2013

Re: Global Print Driver problems

[ Edited ]

I just tried and cannot replicate using the exact same setup. I'm wondering now if the port can have an issue, because I manually installed with a Standard TCP/IP port. That or my Windows version is newer (I'm on the Insider Preview)

 

Capture.JPG

 

Have a look at my attached "Print to File"

 

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Joe.
Analyst Nation Moderator
Posts: 5,630
Registered: ‎11-25-2013

Re: Global Print Driver problems

  • On your Windows 10, build 1709 system open a PDF with Adobe reader (DC-18.011.20035).
  • Click file | Print and select a print queue using PostScript GPD 5.585.13.0 that is pointed at a Xerox WorkCentre 78xx hosting firmware level 073.xxx.247.32400.
  • Select the amount of copies you wish to print.
  • Under the Adobe “Advanced” button within the print dialogue, select “print to file”
  • Save the print ready file with a .prn extension.
  • Open the print ready file with wordpad.
  • Search the file for the word “copies”.
  • In my attempts to replicate your statements I selected 4 copies as shown below;

 

 

  • If the correct value is displayed within the print ticket and the printer does not output 4 copies, you are dealing with a printer issue.
  • If no copy command is present at all in the print ticket, you are dealing with an Operating System issue or Driver bug. (Requires Discovery Escalation)
  • If an incorrect copy integer is specified within the print ticket, the application must be investigated in regards to how it is interacting with our driver. (Requires Discovery Escalation)

 

***Note*** I am unable to replicate this behavior using the information you provided, therefore this appears to be a break and fix issue.

 

Things to try;

 

  1. Determine where the source of the problem is by following my troubleshooting steps above in regards to the .ps file.
  2. If the problem is with the printer, an altboot using the disable data backup file and installing firmware version 073.xxx.247.32400 will resolve the issue.
  3. If you deem the problem to be an Operating System problem or driver bug, ensure all Microsoft updates have been executed. If this does not resolve the issue provide a configuration report, driver version, OS build, print ready file, and troubleshooting steps executed in attempts to resolve. Escalate to Discovery.
  4. If you deem the problem to be an Application problem or driver bug, ensure all Microsoft and application updates have been executed and provide a configuration report, driver version, OS build, print ready file, and troubleshooting steps executed in attempts to resolve. Escalate to Discovery.

 

In all cases where you see Discovery it means Xerox 2nd level support needs to be engaged officially (Call Xerox)

Please be sure to select "Accept Solution" and or select the thumbs up icon to enter Kudos for posts that resolve your issues. Your feedback counts!

Joe.
Valued Advisor
Posts: 1,682
Registered: ‎10-11-2010

Re: Global Print Driver problems

ok, gonna do some testing next week on our affected customer, where we needed to change to PCL

keep you posted

 

i also notice version is out : X-GPD_5.585.13.3

Analyst Nation Moderator
Posts: 5,630
Registered: ‎11-25-2013

Re: Global Print Driver problems

I haven't tried it, but I couldn't replicate the problem on the 5.585.13.0 so updating mine won't change things for me.

 

But here are the 5.585.13.3 links for you guys to have a go at.

 

32bit

64bit

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Joe.
Valued Advisor
Posts: 1,682
Registered: ‎10-11-2010
Analyst Nation Moderator
Posts: 5,630
Registered: ‎11-25-2013

Re: Global Print Driver problems

I will hang my head in shame....

 

a4CVG.jpg

Please be sure to select "Accept Solution" and or select the thumbs up icon to enter Kudos for posts that resolve your issues. Your feedback counts!

Joe.