PDF file does not get created

[sprezzatura]

One of our customers reports that when he tries to print to PDF, no file gets created. All we see is a shortcut to a non-existent file.

Our version of Amyuni is 2.50f. Cust. is using Windows XP. He also has ACDSee, and ScanSoft PDF Create. Are you aware of any conflicts with Scansoft?

His default printer is his Epson 880 color inkjet. He tried setting the print quality to low (lower DPI), but it still fails.

Any suggestions why no document whatsoever is being created?

Thanks.

[Joan]

Hello,

There shouldn't be any conflict with other applications even if these applications are using our driver if the driver installation is done properly.

I suggest that you check the following:

1 - No document is being generated as PDF, is that document being printed to the physical printer instead?
2 - Does the folder to which you are saving the pdf file exist on your customer system?
3 - Please try to debug the application on his system to see what is happening when printing and what are the values being set for the outupt file name and to which printer the printing is directed, if this is possible.

Hope this helps.

[sprezzatura]

1 - No document is being generated as PDF, is that document being printed to the physical printer instead?
2 - Does the folder to which you are saving the pdf file exist on your customer system?
3 - Please try to debug the application on his system to see what is happening when printing and what are the values being set for the outupt file name and to which printer the printing is directed, if this is possible.

[1] No, when PDF is selected, the document is not being printed to the printer.

[2] Yes, the folder to which the file is being saved, exists.

[3] File name being saved is "krymtest.pdf". Printing is directed to "Progeny PDF printer". Install.log shows installation of Amyuni completed successfully.

Customer is in Saskatchewan, we're in Nova Scotia. That's like 2,000 km. Debugging the program on his system presents some challenges.

Is there anything in the DEVMODE struct that we should look at in particular? I can send him a debug version of the program that logs certain fields.

Thanks.

[sprezzatura]

Any thoughts on this problem? Appreciate any suggestions.

Thanks,

Pierre

[Jose]

Hello,

The scenario you have described is very similar to what occurs when the FaxTalk driver is installed on a system.

I have included below to where this issue is described in detail.

http://www.amyuni.com/forum/viewtopic.php?t=426

Hope this helps?

[sprezzatura]

Fantastic! The customer did indeed have FaxTalk 4.5. He uninstalled it, and PDF now works!

Thank you very much for your persistence and the depth of your experience. This is the kind of support we count on to bail us (and our customers) out of a fix.

Thanks again.

Pierre