Home Forums Discussions Problems Weird Printing Problem

I have just discovered a very odd printing problem and am hoping someone can help.

I have have two printers on my network and a Ricoh Copier/Scanner/Printer/Fax machine. The Ricoh is used as a third printer, and also has "print to fax" capabilities. The Ricoh "print to fax" device is my default printer since I fax more than I print.

When printing from AC, if I open an encounter and print it, I can print to any printer on the network, and even use the "print to fax" function on the Ricoh without any problem -- the note prints/faxes just fine.

However, if I utilize the "print note/letter window" immediately after coding and hitting the "Sign-Off" button and use my default printer (the Ricoh "print to fax") the document never makes it to the device. It just disappears into the ether. If I change my default printer to any of the printers on my network (including the Ricoh being used as a printer), and follow the same steps the note prints just fine immediately after sign-off.

If I immediately open the note I just signed-off on, and print it to the default printer ("print to fax") then it goes right to the device and gets faxed.

Any ideas? It can't be the "print to fax" device driver as I have uninstalled/reinstalled it, and since it works for every other print function from AC. What is it about the print note/letter window that could possibly be screwing things up?

I am going to test this from my partner's computer when he is in the office tomorrow, and see if the same thing is happening to him. If not, then I'll know it's something with my machine.

Wow, that was hard to follow. Are you on a domain? Is the Ricoh printer a networked printer? How new are the drivers? Have you spoken with Ricoh's support team?

Let me try to simplify. If I print to my fax machine (to send a fax) using the print note/letter reminder that pops up after I sign-off of a note, the note doesn't get faxed. It disappears into the ether.

If I open an encounter/message/lab/etc and print that to my fax machine (to send a fax), the fax gets sent, no problem.

I can print to any printer, and Updox, using the print note/letter reminder without any problems.

So clearly, there is some problem with the way a note is being sent to my fax machine from the print note/letter reminder that doesn't occur when printing in a more traditional manner.

That's a tough one. I just tried print to fax from the same window and it was successful. It's strange that you have different luck with different print views of AC.

Is the MFC (Ricoh) a networked printer/fax? Have you tried updating the driver and/or adding a second driver with different properties that may work.

We don't print to fax on our Xerox for faxing. We do all of our faxing using Windows Fax and Scan on Win 7 using a fax board on our server.

Yes the Ricoh is networked. Every other program on my computer prints the Ricoh for faxing without a problem. AC even prints to fax, except when I use the print note/letter popup after signing a note. It's an easy work around, we just re-open the encounter and print it to the fax and it goes out just fine.

Spoke with Russell at AC, and they've been able to replicate this bug. Working around it for now.

I mean if Windows Fax works for Bert. It's likely linked to your Ricoh Fax Driver.

It might be. But since I can print to the fax driver from AC without problems in every other way, there is clearly something that is preventing it from working when I try to print from the note/letter pop-up window.

You are correct, but since there is one that works even with the note/letter pop-up window, you should be open to the fact that it may be a combination of that window and the driver. Is there a way to install another driver and try that?

Yes, it's clearly a problem between AC and the driver. However, I'm using the latest driver from Ricoh, which works in all other situations from within AC. If it works everywhere but one screen/window, and with all other programs on my computer, by definition that's a bug in the program, not in the driver.

As I said earlier, AC support have replicated the issue, and will hopefully have it fixed it in the next release. For now, I just have to work around it by turning off the print note/letter pop-up window and fax from the past encounter list.