In Empower, cannot use Microsoft Print to PDF with background processing - WKB282225

SYMPTOMS

• No Save File dialog appears when performing background printing using Microsoft Print to PDF
• The job is stuck in PROCSRV and requires that the PRCSRV task be terminated

ENVIRONMENT

• Empower 3 Feature Release 5 (and higher)
• Server 2016 or later
• Background printing on Enterprise systems - Server, Citrix Server, Clients, and LAC/Es

CAUSE

• Background printing in Empower from the project uses the local SYSTEM.
• Starting with Windows Vista and Server 2008, and fully enforced in Server 2016 and later, Microsoft introduced Session 0 Isolation, which prevents services (including SYSTEM) from interacting with the user desktop.

FIX or WORKAROUND

1. No workaround is possible to print to the local Microsoft Print to PDF.
2. Use third-party software to capture the .pdf reports into documented file names that support predefined output paths, silent printing, and run as a service.
3. Use redirected printers via Remote Desktop or Citrix connections.
4. Use the Database > Export menu option using export method with PDF. WKB9202_Cannot_export_data_in_Empower_using_the_export_function_from_Result_Set

ADDITIONAL INFORMATION

This behavior is documented as CRI-821. 

Using Database > Export Dataon the project taskbar works because it runs under the logged-in OS user, not SYSTEM.

Some customers report issues using third-party printers, but these were resolved by redeploying the Citrix servers.

• What Is Session 0 Isolation?
  • Session 0 is where all services (including those running as SYSTEM) execute.
  • User sessions (like your RDP or console login) run in Session 1+.
  • Before this change, services could display UI directly to the desktop.
  • Now, Session 0 is non-interactive, and UI from services is blocked

• Key change: Microsoft Print to PDF became more restricted in service contexts.
  • What worked before (pre-Server 2016):
    • In Windows Server 2012 R2 and earlier, the Microsoft Print to PDF printer could sometimes be used by services or SYSTEM tasks, and the Save As dialog might appear if the session was interactive.
  • What changed in Server 2016+ (including 2019, 2022):
    • Microsoft Print to PDF became more tightly integrated with the user session.
    • It requires an interactive desktop to show the Save As dialog.
    • SYSTEM and service accounts cannot interact with the desktop by default.
    • As a result, print jobs stall when the dialog cannot be shown.
• Why Redirected Printers still work

1. Redirected printers are mapped to the user session, even if the print job is initiated by SYSTEM.
2. When SYSTEM prints to a redirected "Microsoft Print to PDF", the print driver:

• Cannot show a Save As dialog (because SYSTEM is non-interactive)
• Automatically saves the PDF to the default location for the user session — usually C:\Users\<username>\Documents.