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Scrambled characters when remote printing IE Japanese web pages

David Roudebush, User (Posts: 8)

Nov 27, 2018 2:13:15 pm EST

Version 6.9.4 on host and viewer. Run through our own server.
The viewers are on English Windows OS (7-64). The hosts are in Japan, running either English or Japanese Windows OS (7-64).

1) When accessing a host that runs Japanese Win-7-64 OS, the remote printing works properly with Chrome and local apps (i.e. all of the Japanese characters print properly), but printing through the RU printer driver from IE 11 crashes and restarts IE.

2) When accessing a host that runs English Win-7-64 OS, the remote printing produces garbage characters from IE 11 (but doesn't crash it), and prints properly (Japanese characters) from Chrome and local apps.

Any suggestions for getting the RU printer to work happily with IE 11 and Japanese characters, or to pass the print spool through to the viewer computer directly to access the local viewer printers?

Thanks very much,

David Roudebush, User (Posts: 8)

Nov 27, 2018 4:48:42 pm EST

It turns out that if we print to a PDF on the host printer that's having the problem (again from IE), that PDF is fine. We can transfer the PDF to the viewer, and print out the page with the correct Japanese.

But if we use that PDF on the host computer to print through the RU printer, the characters still come out scrambled at the viewing computer. So it appears that the fonts from IE, even when embedded in the PDF, are causing problems with the RU printer.

The attached
Attached Files

Conrad Sallian, Support (Posts: 2450)

Nov 28, 2018 4:55:10 am EST

Hello David,

Thank you for your message. We will be testing this issue and see if we can reproduce it.

David Roudebush, User (Posts: 8)

Nov 28, 2018 5:07:34 am EST

Thank you very much. If there is something I can do to support that (logs, more specific testing), I'll be happy to do so.

Conrad Sallian, Support (Posts: 2450)

Nov 28, 2018 1:48:47 pm EST

Hello David,

Indeed there were issues with IE/Edge that require updating the printing driver. We will update it together with the very next product update which is coming very soon (within a week or two perhaps).

Sorry for any inconvenience.

David Roudebush, User (Posts: 8)

Dec 01, 2018 4:03:30 pm EST

Thanks very much for the great support. We're having some other language/character issues, as well. When we open the file transfer panel to move files between the viewer and the host, the Japanese characters in the filenames aren't displayed correctly in the panel. The files can be transferred, but it's difficult to tell which file to transfer in some cases.
Thanks again,

Conrad Sallian, Support (Posts: 2450)

Dec 03, 2018 2:53:41 pm EST

Hello David,

Sure, we will test that out too. Thank you very much.

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