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Waters

Cannot save a report as a PDF file from Preview/Publisher in Empower - WKB23337

Article number: 23337

SYMPTOMS

  • When opting to "Save Report" in Preview/Publisher, a PDF file is not generated in the location selected.
  • Saving a report when on the LAC/E or Citrix server works as expected, and a PDF is generated, but when running Empower from a Citrix thin client (via Receiver), this issue arises.
  • In the Event Viewer on the Citrix server, under Applications and Services Logs > Microsoft > Windows > PrintService > Admin, an error with Event 372 is seen for the "Waters Internal Queue -- Do Not Use" printer (as in the screen capture below).

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ENVIRONMENT

  • Empower 3 Feature Release 4 (FR4)
  • Windows Server 2012 R2
  • Citrix XenApp 7.6

CAUSE

The Citrix printer settings were configured to use the incorrect data type. When the Waters Internal Queue -- Do Not Use "printer" was configured with the RAW data type, we were getting the export to PDF error.  

FIX or WORKAROUND

Change the data type to NT EMF 1.008 for the Citrix printer settings.

ADDITIONAL INFORMATION

 

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