ERROR: invalidfont OFFENDING COMMAND

[Zed]

I have a similar problem with a WorkCenter 6515 using a MacOS 12.6 computer.
Trying to print a pdf file, the printer only prints this:

ERROR: invalidfont

OFFENDING COMMAND: definefont

STACK:

/Font

-dictionary-

/AAAAAB+Montserrat-Bold

[netscape]

If anyone else is dealing with this and on a mac, I resolved by opening the PDF in preview and exporting it all as a png. Printing the generated png file works.

[project_2501]

Xerox tech support say they can reproduce the error on their own computers and printers using the exampel PDF. 

[project_2501]

I spoke to Xerox by phone today, they suggested an experiment to use the Generic postscript driver that comes with MacOS. I also tried my wife's older OS and Xerox driver.

Using the sample PDF: https://conf.math.illinois.edu/%7Eford/montreal_talk1_primegaps.pdf

• Latest Macos 11.2.3 with latest Xerox driver 5.7.2 and firmware - FAIL
• Latest Macos 11.2.3 with Generic Postscript Driver - ALSO FAIL
• My wife's older Macos 10.13.6 with Xerox driver 5.1.0 - WORKS OK

The printer has firmware latest version 1.57.5

I have sent them these result. It could an a MacOS issue.

As an aside I also asked them to ask Xerox technical teams to participate in these forums, like many good tech companies do for their own customers 

[project_2501]

looks like the telephone support gave me an email address that diesn't work

i tried variations like technicalsupport.eng@ and technicalsupport@ 

why is this such hard work?

I've been a customer for 20+ years - am rethinking if Xerox has reduced its ambitions for support and customer experience 

[project_2501]

The phone support I tried today is of a very low quality. After two attempts we got nowhere.

I was advised an email for technical support is technicalsupport.elg@xerox.com

I'll let you know how it goes.

It is a real shame that I have to spend so much time fighting the system just to get Xerox to fix a fault.

[project_2501]

As you're the community manager employed by Xerox can I ask you to get them to look at this forum and provide a reply?

A solution would be useful to the many others who are also having the same or similar problem.

That would be "good customer service".

[CherylO-Xerox]

Hi project_2501, 

There is no email to support that i am aware of.  You can phone or chat with them.  

[project_2501]

Hi - I can't find the email for tech support on any of those pages. Can you tell me the correct one?

[CherylO-Xerox]

Hi Project_2501, 

Thank you for using the Support Forum. Looks like none of your fellow users had an answer for you.  You can reach support through the information found on the online support pages for the Phaser 6510.  Hope this helps!