Print Dialog Box comes up empty

[Carol0519]

I am a new user trying to get reports off Crtystal Enterprise. I can "view" a report, but if I try to print it, I get a print dialog box that is TOTALLY EMPTY! How do I fix this?

 

[paulmarr]

Hi BO gurus

I have two users having the same problem - we serve up BOEXIR2 via Citrix - and just today I had two users complain of the same occurance -a blank print dialog box.

They both access different printers - and I have not been able to identify any other similarities between the two.

Can anyone help?

Cheers
paulmarr

 

[MJRBIM]

At first glance it sounds like a CITRIX issue not a BOBJ or Crystal Enterprise issue.

Can you print from any CITRIX-hosted (ie. Word, Internet Explorer) application when you are outside the firewall....?

The BOBJ viewer and print-control are running on your CITRIX session on one side of the firewall, your user's workstation and local/network printer are outside the CITRIX environment. You would need to talk to your CITRIX admins about how to allow local printing outside of the firewall.

In some companies that is not allowed, since you are OK to see reports when remote - but they don't want you printing off company reports when you are off-site.

 

[paulmarr]

Thanks for your reply MJRBIM - however - if the user exports the report to Adobe Acrobat the report prints fine -the issue seems to be with the Active X viewer that the error shows up.

We do not have a firewall issue with this problem - we are accessing Citrix from within our own network and choose to access via Citrix due to bandwidth restrictions at our branches.

Printing works with any other Citrix app. Any other ideas??

 

[MJRBIM]

Are all of the components and versions of the ActiveX viewer and Print Control the same on the CITRIX session and on the BOE-XI server?

Also, you say it only two users who have the issue - how many do not have the issue?

Do the users with the error have any non-standard software installed on their PCs that may be blocking the print-control portion of the ActiveX viewer?

 

[paulmarr]

Bingo - upon further investigation - it was found that the user's experiencing the print problem were using the DHTML viewer that uses a different method of printing and that printing control had not been installed on the Citrix servers. Changing back to Active X solved the problem.

Thank you for your help!

Cheers
paulmarr