Attempting to print PDF causes crash

  • Resolved linkrightmedia

    (@linkrightmedia)


    2 years, 6 months ago

    As of yesterday morning, whenever we attempt to print an Invoice or Packing Slip, the browser crashes when you click print. We have also seen the browser present a blank page for the print preview.

    We have also tried downloading the PDF and printing from Adobe Acrobat, but the PDF crashed Acrobat as well.

    The PDF generates perfectly. We have tried with the custom template we normally use, and the “Simple” template. Same results. We have tried legacy mode, debug reports nothing wrong, delete legacy settings didn’t help. We have updated to the latest version of the plugin, 3.1.0, and WordPress and WooCommerce are both up-to-date. Everything is green on the status page.

    Thanks!

Viewing 11 replies - 1 through 11 (of 11 total)
  • Plugin Contributor Darren Peyou

    (@dpeyou)

    Hey @linkrightmedia,

    Could you check your error logs for any relevant errors?
    Where to find Error Logs

    Thread Starter linkrightmedia

    (@linkrightmedia)

    @dpeyou Unfortunately I did not find any error logs of relevance.

    Plugin Contributor Darren Peyou

    (@dpeyou)

    @linkrightmedia,

    In your message you wrote: The PDF generates perfectly.
    Was that a typo? Have you tried printing other things from the browser? Have you tried a different browser?

    Thread Starter linkrightmedia

    (@linkrightmedia)

    @dpeyou haha, I guess technically the PDF DOESN’T generate perfectly as I can’t print it. But viewing it digitally, it looks to be correct.

    I have tried a different browser as well as two other computers and Adobe Acrobat as a standalone program.

    Plugin Contributor Yordan Soares

    (@yordansoares)

    Hi @linkrightmedia,

    1. Did you try printing the PDF from a different computer?
    2. Is it possible that you can attach a PDF document from a test order to check if we have the same behavior as you? You can use https://filebin.net/ to upload the file and share the bin URL here.
    Thread Starter linkrightmedia

    (@linkrightmedia)

    @yordansoares yes, we tried printing from a different computer.

    Here’s an example PDF:

    https://filebin.net/q9wjv869owgzy3ob

    Plugin Contributor Yordan Soares

    (@yordansoares)

    Thanks for sharing that test PDF invoice, @linkrightmedia!

    I just tried opening the PDF document with Adobe Reader, and it opened correctly:

    Test: Opening PDF Invoices On Adobe Acrobat

    Also, I prompted the printing settings, and it opened without any issues either:

    Test: Opening printing settings for the opened PDF invoice

    Unfortunately, I don’t have a printer close to test with an actual print on paper, but I think this is enough to discard that the PDF document is causing the issued you reported, isn’t?

    Thread Starter linkrightmedia

    (@linkrightmedia)

    @yordansoares hmm, that is strange. Why is it that 3 different computers are having an issue then? Only with these PDFs, not others?

    Plugin Contributor Yordan Soares

    (@yordansoares)

    Could you please tell me in which operative systems and browsers or PDF clients did you test it?

    Thread Starter linkrightmedia

    (@linkrightmedia)

    @yordansoares sorry for the delay here!

    I have tested on two computers running Windows 11 home and one running Window 10 Pro. It looks like the issue is either intermittent or gone on the machine running Window 10 Pro.

    Any idea why it looks like it’s crashing on Windows 11?

    Plugin Contributor Yordan Soares

    (@yordansoares)

    Hi @linkrightmedia,

    I just installed Windows 11 in a computer to try to reproduce the issue you reported, but I was not able to do it: The PDF you uploaded above, opened correctly on Microsoft Edge, Google Chrome, Mozilla Firefox, and Adobe Acrobat on this operative system.

    I also ran tests in another two computers with Windows 10 Pro (Edge, Chrome, Firefox, Acrobat Reader) and macOS Catalina (Preview, Safari, Chrome, Firefox, Acrobat Reader) with the same results: The PDF opens without any issue.

    In brief, I don’t think this is an issue related with our plugin, but some configuration related with your computer(s), maybe outdated drivers: Try to update your printer’s drivers, to see if it solved.

    For now, I’m marking this ticket as Resolved, but feel free to reply to this topic is you still need help with this, or open a new topic if you have any other questions!

Viewing 11 replies - 1 through 11 (of 11 total)
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