HP DesignJet Printing Failure
| Originator: | cmconnelly | ||
| Number: | rdar://7259633 | Date Originated: | 28-Sep-2009 05:01 PM |
| Status: | Open | Resolved: | |
| Product: | Mac OS X | Product Version: | 10.6 |
| Classification: | Severe | Reproducible: | Always |
28-Sep-2009 05:01 PM Claire Connelly: Summary: A new Snow Leopard machine can print to an HP DesignJet 1055cm printer just fine. Installing Apple's HP Printer Driver update package (version 2.1 or 2.2) causes printing to fail. Steps to Reproduce: 1. Get a fresh Snow Leopard machine without the printer driver updates package installed. 2. Install the printer-driver updates package. 3. Failures happen. Expected Results: Documents should be printed. Actual Results: Documents fail to print. From Preview (printing a large PDF), a dialog appears reading Print Error while printing. Console messages log has messages similar to 9/28/09 4:47:03 PM Preview[209] Printing failed because PMSessionEndDocumentNoDialog() returned -30870. In the CUPS error log, messages similar to those in the attached log file. Regression: Printing worked before the update package came out; printing on a new machine works until the update package is installed. Notes: Discovered on my MacBook Pro, upgraded to Snow Leopard, then later upgraded with the HP printer driver package (2.1). Replicated on a brand-new iMac with Snow Leopard preinstalled; printing worked until version 2.2 of the HP printer driver update package was installed. Attached are a System Profile report for the MacBook Pro and the iMac, CUPS error_log files from both machines, and a sample poster (in both PDF and PPT) that printed before the update and does not print after the update. (Note that I had also tried printing this document using its original PowerPoint file, which failed with similar messages.) 'logs-sample-etc.zip' and 'system-profiles.zip' were successfully uploaded
Comments
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Relevant log extract
As the logs attached to Apple's bug aren't viewable here, the following are the relevant lines from the CUPS error_log file:
Apple's response
Engineering has requested the following information in order to further investigate this issue:
You may have a mismatch of old HP SW installed and new HP drivers placed on top of it. Please delete and re-add it. Please let us know if that works?
Continued failure
Alas, no.
I wiped out the iMac I was using for testing (erased disk and restored from the DVDs it came with), giving me a clean Snow Leopard install with iWork '09.
I then created the printer using the standard browser from the preference pane by picking it out from the list of printers in the Default tab (i.e., over Bonjour).
I then started Pages, created a blank document, then chose Page Setup and created a custom page size of 36" x 2" (for use with the DesignJet).
I put a tiny bit of text and an arrow from Pages's Shapes menu in the document.
I printed the document to the DesignJet. Success!
I then ran Software Update, which installed the HP Printer Update package, version 2.2.
I tried printing the document again, and it failed, with a not-so-helpful dialog box saying
Print. Error while printing.''In Console, I see the message
10/1/09 5:52:27 PM Pages[209] Printing failed because PMSessionEndDocumentNoDialog() returned -30870.
in Console Messages.
Attached are the CUPS logs from that machine.
[Essentially the same messages as before.]
07-Oct-2009 12:10 PM
Engineering is requesting the following information to investigate this issue further.
The printer queue URI (ipp://localhost:631/printers/scraps__DesignJet_1055CM_) is quite strange. Can you please attach the information below:
Before installing the HP Printer Update 2.2: the output of "lpstat -s" command and the files in /etc/cups/ppd.
After you install the HP 2.2 update, and print fails: the output of "lpstat -s" command and the files in /etc/cups/ppd, plus the /var/log/install.log, /var/log/system.log, plus the screenshot of the error dialog.
Apple asked whether restarting the application being printed from made a difference. I responded negatively, pointed at the commandtohp filter, and included logs from a working machine (without the update) and one from a machine where the update is installed and printing fails. The key difference seems to be that on a machine with the update, the print system tries to send a PDF, which another part of the print system rejects. On a working machine (sans update), the print job is converted to PostScript and sent to the printer successfully.