Sage 100

Customer on 2018.5 Advanced using VMWARE and people connecting via a remote app suddenly having print jobs that don't make it to the printer. They report that the job just never prints. Nothing shows in the queue and report no errors.  The issue is sporadic. Some people can print. Then someone can't.

IT made some unspecified update on Friday but this is somehow a Sage issue...

Usually, I see these with error messages vs just not printing./ 
Any thoughts?

------------------------------
Wayne Schulz - Schulz Consulting - 860-516-8990
------------------------------

Is paperless definitely not involved? Is this a server farm, and sometimes they are on one term server and sometimes another?  Do they log into their sessions as themselves or using a common login that may keep overwriting the last printer used for that user?

------------------------------
==================
Rhonda McNamara
Customer Success Manager
Stewart Technologies, Inc.
rsm@stewarttechnologies.com
------------------------------

Thanks, they rebooted their servers and that seems like it may have solved whatever was going on.

------------------------------
Wayne Schulz - Schulz Consulting - 860-516-8990
------------------------------

Original Message:
Sent: 02-26-2019 12:30
From: Rhonda McNamara
Subject: Remote print job sporadically not making it to the printer

Is paperless definitely not involved? Is this a server farm, and sometimes they are on one term server and sometimes another?  Do they log into their sessions as themselves or using a common login that may keep overwriting the last printer used for that user?

------------------------------
==================
Rhonda McNamara
Customer Success Manager
Stewart Technologies, Inc.
rsm@stewarttechnologies.com
------------------------------

Customer IT calls in a panic.

Apparently the problem did not resolve with a server reboot.

He claims the only changes were a set of Windows updates he installed Friday.


Symptom:

User goes to print through Sage
Appears to work
No error
Nothing comes out of printer
Nothing stuck in queue

Could this be the permissions problem on Paperless Office after OS update that people have wrestled with (remember customer claims no errors or warnings)?

I believe they are using paperless on almost everything through Sage.




---------------------------------
Wayne Schulz - Schulz Consulting - 860-516-8990
---------------------------------

Try to preview then print from the preview.  Isolate the print spooling from report output generation.  If you can Preview, but then the problem comes between there and the printer, it is 100% an IT (not Sage) issue.

------------------------------
Kevin Moyes
Technical Systems Analyst
Munjal White Consulting Co.
Toronto ON
------------------------------

Original Message:
Sent: 02-26-2019 17:51
From: Wayne Schulz
Subject: Remote print job sporadically not making it to the printer

Customer IT calls in a panic.

Apparently the problem did not resolve with a server reboot.

He claims the only changes were a set of Windows updates he installed Friday.


Symptom:

User goes to print through Sage
Appears to work
No error
Nothing comes out of printer
Nothing stuck in queue

Could this be the permissions problem on Paperless Office after OS update that people have wrestled with (remember customer claims no errors or warnings)?

I believe they are using paperless on almost everything through Sage.




---------------------------------
Wayne Schulz - Schulz Consulting - 860-516-8990
---------------------------------

Server 2012R2

I can login to server and a TS session and preview a report.

Another user says they cannot.

In one instance they mention an error PRINTER IS IN AN ERROR STATE

I’ve been traveling (or waiting to travel) all day so have not had a lot of time to remotely look at this.

They think it’s related to adding another user to Sage. I think it’s more likely a Windows Update or another change IT inadvertently made during the update process.

---------------------------------
Wayne Schulz - Schulz Consulting - 860-516-8990
---------------------------------



Original Message:
Sent: 02-26-2019
From: Kevin Moyes
Subject: RE: Remote print job sporadically not making it to the printer

Try to preview then print from the preview.  Isolate the print spooling from report output generation.  If you can Preview, but then the problem comes between there and the printer, it is 100% an IT (not Sage) issue.

------------------------------
Kevin Moyes
Technical Systems Analyst
Munjal White Consulting Co.
Toronto ON
------------------------------

Typically when we see these issues with printing, they have to do with the printer redirection and the printer drivers.
If they are using the Easy Print Drivers, sometimes those don't always work, and local workstation printer driver updates can cause a printer to stop working.

Possible solutions: (all IT, and likely not Sage related) - assuming they are not using a 3rd party print solution (i.e: ScrewDrivers, TS Print, etc...)
- Have them switch their GPO to not use the Easy Print Driver
- Have them try installing the actual problematic printer driver on the server.
- Have them roll back the print driver on the workstation (Windows sometimes updates the print driver and breaks it)
- Have them try to switch the local workstation's print driver from PCL to PS or vice versa.

One of those solutions will likely fix the issue.
Hope this helps.

------------------------------
George Khairallah
CTO | gotomyerp, LLC
george.k@gotomyerp.com | 877-888-5525
http://gotomyerp.com/
------------------------------

Original Message:
Sent: 02-26-2019 18:49
From: Wayne Schulz
Subject: Remote print job sporadically not making it to the printer

Server 2012R2

I can login to server and a TS session and preview a report.

Another user says they cannot.

In one instance they mention an error PRINTER IS IN AN ERROR STATE

I've been traveling (or waiting to travel) all day so have not had a lot of time to remotely look at this.

They think it's related to adding another user to Sage. I think it's more likely a Windows Update or another change IT inadvertently made during the update process.

---------------------------------
Wayne Schulz - Schulz Consulting - 860-516-8990
---------------------------------




Original Message:
Sent: 02-26-2019
From: Kevin Moyes
Subject: RE: Remote print job sporadically not making it to the printer

Try to preview then print from the preview.  Isolate the print spooling from report output generation.  If you can Preview, but then the problem comes between there and the printer, it is 100% an IT (not Sage) issue.

------------------------------
Kevin Moyes
Technical Systems Analyst
Munjal White Consulting Co.
Toronto ON
------------------------------


Original Message:
Sent: 02-26-2019 17:51
From: Wayne Schulz
Subject: Remote print job sporadically not making it to the printer

Customer IT calls in a panic.

Apparently the problem did not resolve with a server reboot.

He claims the only changes were a set of Windows updates he installed Friday.


Symptom:

User goes to print through Sage
Appears to work
No error
Nothing comes out of printer
Nothing stuck in queue

Could this be the permissions problem on Paperless Office after OS update that people have wrestled with (remember customer claims no errors or warnings)?

I believe they are using paperless on almost everything through Sage.




---------------------------------
Wayne Schulz - Schulz Consulting - 860-516-8990

Thanks, I'll give this a try. The IT Admin has also created the sage 100 so that when it runs I see RemoteApp which I think is just a fancier way to drop the Sage icon on the desktop and not have the user need to manually login via RDP every time they open Sage using Terminal Server.

------------------------------
Wayne Schulz - Schulz Consulting - 860-516-8990
------------------------------

Original Message:
Sent: 02-27-2019 02:59
From: George Khairallah
Subject: Remote print job sporadically not making it to the printer

Typically when we see these issues with printing, they have to do with the printer redirection and the printer drivers.
If they are using the Easy Print Drivers, sometimes those don't always work, and local workstation printer driver updates can cause a printer to stop working.

Possible solutions: (all IT, and likely not Sage related) - assuming they are not using a 3rd party print solution (i.e: ScrewDrivers, TS Print, etc...)
- Have them switch their GPO to not use the Easy Print Driver
- Have them try installing the actual problematic printer driver on the server.
- Have them roll back the print driver on the workstation (Windows sometimes updates the print driver and breaks it)
- Have them try to switch the local workstation's print driver from PCL to PS or vice versa.

One of those solutions will likely fix the issue.
Hope this helps.

------------------------------
George Khairallah
CTO | gotomyerp, LLC
george.k@gotomyerp.com | 877-888-5525
http://gotomyerp.com/
------------------------------


Original Message:
Sent: 02-26-2019 18:49
From: Wayne Schulz
Subject: Remote print job sporadically not making it to the printer

Server 2012R2

I can login to server and a TS session and preview a report.

Another user says they cannot.

In one instance they mention an error PRINTER IS IN AN ERROR STATE

I've been traveling (or waiting to travel) all day so have not had a lot of time to remotely look at this.

They think it's related to adding another user to Sage. I think it's more likely a Windows Update or another change IT inadvertently made during the update process.

---------------------------------
Wayne Schulz - Schulz Consulting - 860-516-8990


Original Message:
Sent: 02-26-2019
From: Kevin Moyes
Subject: RE: Remote print job sporadically not making it to the printer

Try to preview then print from the preview.  Isolate the print spooling from report output generation.  If you can Preview, but then the problem comes between there and the printer, it is 100% an IT (not Sage) issue.

------------------------------
Kevin Moyes
Technical Systems Analyst
Munjal White Consulting Co.
Toronto ON


Original Message:
Sent: 02-26-2019 17:51
From: Wayne Schulz
Subject: Remote print job sporadically not making it to the printer

Customer IT calls in a panic.

Apparently the problem did not resolve with a server reboot.

He claims the only changes were a set of Windows updates he installed Friday.


Symptom:

User goes to print through Sage
Appears to work
No error
Nothing comes out of printer
Nothing stuck in queue

Could this be the permissions problem on Paperless Office after OS update that people have wrestled with (remember customer claims no errors or warnings)?

I believe they are using paperless on almost everything through Sage.




---------------------------------
Wayne Schulz - Schulz Consulting - 860-516-8990

This appears to have been a Windows update issue (at least according to IT). They fixed it (didn't get the details on how) and now people are printing.

------------------------------
Wayne Schulz - Schulz Consulting - 860-516-8990
------------------------------

Original Message:
Sent: 02-27-2019 07:59
From: Wayne Schulz
Subject: Remote print job sporadically not making it to the printer

Thanks, I'll give this a try. The IT Admin has also created the sage 100 so that when it runs I see RemoteApp which I think is just a fancier way to drop the Sage icon on the desktop and not have the user need to manually login via RDP every time they open Sage using Terminal Server.

------------------------------
Wayne Schulz - Schulz Consulting - 860-516-8990
------------------------------


Original Message:
Sent: 02-27-2019 02:59
From: George Khairallah
Subject: Remote print job sporadically not making it to the printer

Typically when we see these issues with printing, they have to do with the printer redirection and the printer drivers.
If they are using the Easy Print Drivers, sometimes those don't always work, and local workstation printer driver updates can cause a printer to stop working.

Possible solutions: (all IT, and likely not Sage related) - assuming they are not using a 3rd party print solution (i.e: ScrewDrivers, TS Print, etc...)
- Have them switch their GPO to not use the Easy Print Driver
- Have them try installing the actual problematic printer driver on the server.
- Have them roll back the print driver on the workstation (Windows sometimes updates the print driver and breaks it)
- Have them try to switch the local workstation's print driver from PCL to PS or vice versa.

One of those solutions will likely fix the issue.
Hope this helps.

------------------------------
George Khairallah
CTO | gotomyerp, LLC
george.k@gotomyerp.com | 877-888-5525
http://gotomyerp.com/


Original Message:
Sent: 02-26-2019 18:49
From: Wayne Schulz
Subject: Remote print job sporadically not making it to the printer

Server 2012R2

I can login to server and a TS session and preview a report.

Another user says they cannot.

In one instance they mention an error PRINTER IS IN AN ERROR STATE

I've been traveling (or waiting to travel) all day so have not had a lot of time to remotely look at this.

They think it's related to adding another user to Sage. I think it's more likely a Windows Update or another change IT inadvertently made during the update process.

---------------------------------
Wayne Schulz - Schulz Consulting - 860-516-8990


Original Message:
Sent: 02-26-2019
From: Kevin Moyes
Subject: RE: Remote print job sporadically not making it to the printer

Try to preview then print from the preview.  Isolate the print spooling from report output generation.  If you can Preview, but then the problem comes between there and the printer, it is 100% an IT (not Sage) issue.

------------------------------
Kevin Moyes
Technical Systems Analyst
Munjal White Consulting Co.
Toronto ON


Original Message:
Sent: 02-26-2019 17:51
From: Wayne Schulz
Subject: Remote print job sporadically not making it to the printer

Customer IT calls in a panic.

Apparently the problem did not resolve with a server reboot.

He claims the only changes were a set of Windows updates he installed Friday.


Symptom:

User goes to print through Sage
Appears to work
No error
Nothing comes out of printer
Nothing stuck in queue

Could this be the permissions problem on Paperless Office after OS update that people have wrestled with (remember customer claims no errors or warnings)?

I believe they are using paperless on almost everything through Sage.




---------------------------------
Wayne Schulz - Schulz Consulting - 860-516-8990

Yeah .. sounds about right ... a pretty common case that breaks printing usually. 
Glad they got it resolved.

------------------------------
George Khairallah
CTO | gotomyerp, LLC
george.k@gotomyerp.com | 877-888-5525
http://gotomyerp.com/
------------------------------

Original Message:
Sent: 02-28-2019 01:55
From: Wayne Schulz
Subject: Remote print job sporadically not making it to the printer

This appears to have been a Windows update issue (at least according to IT). They fixed it (didn't get the details on how) and now people are printing.

------------------------------
Wayne Schulz - Schulz Consulting - 860-516-8990
------------------------------


Original Message:
Sent: 02-27-2019 07:59
From: Wayne Schulz
Subject: Remote print job sporadically not making it to the printer

Thanks, I'll give this a try. The IT Admin has also created the sage 100 so that when it runs I see RemoteApp which I think is just a fancier way to drop the Sage icon on the desktop and not have the user need to manually login via RDP every time they open Sage using Terminal Server.

------------------------------
Wayne Schulz - Schulz Consulting - 860-516-8990


Original Message:
Sent: 02-27-2019 02:59
From: George Khairallah
Subject: Remote print job sporadically not making it to the printer

Typically when we see these issues with printing, they have to do with the printer redirection and the printer drivers.
If they are using the Easy Print Drivers, sometimes those don't always work, and local workstation printer driver updates can cause a printer to stop working.

Possible solutions: (all IT, and likely not Sage related) - assuming they are not using a 3rd party print solution (i.e: ScrewDrivers, TS Print, etc...)
- Have them switch their GPO to not use the Easy Print Driver
- Have them try installing the actual problematic printer driver on the server.
- Have them roll back the print driver on the workstation (Windows sometimes updates the print driver and breaks it)
- Have them try to switch the local workstation's print driver from PCL to PS or vice versa.

One of those solutions will likely fix the issue.
Hope this helps.

------------------------------
George Khairallah
CTO | gotomyerp, LLC
george.k@gotomyerp.com | 877-888-5525
http://gotomyerp.com/


Original Message:
Sent: 02-26-2019 18:49
From: Wayne Schulz
Subject: Remote print job sporadically not making it to the printer

Server 2012R2

I can login to server and a TS session and preview a report.

Another user says they cannot.

In one instance they mention an error PRINTER IS IN AN ERROR STATE

I've been traveling (or waiting to travel) all day so have not had a lot of time to remotely look at this.

They think it's related to adding another user to Sage. I think it's more likely a Windows Update or another change IT inadvertently made during the update process.

---------------------------------
Wayne Schulz - Schulz Consulting - 860-516-8990


Original Message:
Sent: 02-26-2019
From: Kevin Moyes
Subject: RE: Remote print job sporadically not making it to the printer

Try to preview then print from the preview.  Isolate the print spooling from report output generation.  If you can Preview, but then the problem comes between there and the printer, it is 100% an IT (not Sage) issue.

------------------------------
Kevin Moyes
Technical Systems Analyst
Munjal White Consulting Co.
Toronto ON


Original Message:
Sent: 02-26-2019 17:51
From: Wayne Schulz
Subject: Remote print job sporadically not making it to the printer

Customer IT calls in a panic.

Apparently the problem did not resolve with a server reboot.

He claims the only changes were a set of Windows updates he installed Friday.


Symptom:

User goes to print through Sage
Appears to work
No error
Nothing comes out of printer
Nothing stuck in queue

Could this be the permissions problem on Paperless Office after OS update that people have wrestled with (remember customer claims no errors or warnings)?

I believe they are using paperless on almost everything through Sage.




---------------------------------
Wayne Schulz - Schulz Consulting - 860-516-8990