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Performance Issue: Printing on macOS 10.13 from Microsoft Office to HP Printers

Last Updated:
2018-02-05 14:55:14
Event:
2018-02-01 14:31:00
Status:
Open
Brief Description:
Some Microsoft Office docs and PDFs printed from macOS 10.13 (High Sierra) fail to print on HP printers. The issue seems to be caused by the interaction between operating system, application, and printer, and can affect Cornell services like Net-Print.
User Impact:
Instead of the document, what is printed is a single page with a two-line error message: ERROR: undefinedresult OFFENDING COMMAND: xshow (or show) The Net-Print service, thinking the document has printed, charges when a printout of this type is printed. Please request a refund if this occurs directly from the lab operator or IT staff responsible for the printer.
Workaround:
Workaround 1: create a PDF version of the file, install the free Adobe Acrobat Reader DC, and print using Advanced, "Print as Image." Acrobat Reader DC may be installed from https://get.adobe.com/reader/otherversions/

Workaround 2: Print to a non-HP printer (review Net-Print printer models at https://admin.net-print.cornell.edu/netprint-cgi/qfeatures.cgi?dept=Public&view=Models )
Current Status:
Vendors are investigating the issue.
Services Affected:
Printing (Net-Print)
Subsites Affected:
Net-Print
Full Description:
Some Microsoft Office documents and PDF files printed from macOS 10.13 (High Sierra) fail to print on HP printers. Instead, the printout is a single page with a two-line error message:
ERROR: undefinedresult
OFFENDING COMMAND: xshow (or show)

This issue, which is related to the interaction between Apple's operating system, Microsoft applications, and HP printers, can affect Cornell services related to printing, such as Net-Print.



Timeline of Changes

Description Current Status Date Time
Some Microsoft Office documents and PDF files printed from macOS 10.13 (High Sierra) fail to print on HP printers. Instead, the printout is a single page with a two-line error message: ERROR: undefinedresult OFFENDING COMMAND: xshow (or show) This issue, which is related to the interaction between Apple's operating system, Microsoft applications, and HP printers, can affect Cornell services related to printing, such as Net-Print. Vendors are investigating the issue. 2018-02-05 14:44:06