Unable to Print from Popup in SmarterMail 7188
Problem reported by Ronald Raley - September 10 at 8:33 AM
Resolved
Chrome, Firefox, IE.  When you double click an e-mail and then click print, nothing happens.

Sometimes, it will work if just text.  Never works if photos/text.

Anyone else able to reproduce issue?

Thanks,
Ron

17 Replies

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0
Ben Gilstrap Replied
Employee Post
Ron,

I was able to reproduce this on my end as well.  It has been submitted as a bug to our development team to be fixed.
Ben Gilstrap
Regional Sales Executive
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
0
Derek Curtis Replied
Employee Post
I moved this to the Problem category, and marked it as a Known issue. We'll update the status once the issue is resolved.
Derek Curtis
COO
SmarterTools Inc.
(877) 357-6278
0
Ronald Raley Replied
Thank you.
1
Jason Earle Replied
This is really becoming an issue smarter tools. Can you please advise how close you are to resolving this? I am going to have to roll back soon as no one can print and they are coming down on me hard. Please release a fix to resolve this. This is a series bug when no one can print!
1
Ronald Raley Replied
In the meantime, we advised our users to print from the message list, not the message window itself.

Ron
0
Jason Earle Replied
Will not allow printing from message list, only way to print is to right click and use browsers print which as you know does not format message correctly. Please advise how we are able to print from message list. Have tried in Chrome and IE and EDGE
0
Derek Curtis Replied
Employee Post
We have a Build that fixes the printing issue for most of the customers who had support tickets with us. However, there are some that are still reporting the issue, even after receiving a pre-release Build with the fix. So now we're having to dig into why it worked for some customers, but not all customers: is it an extension? Is it the Chrome version? etc. One thing to try: Does it still happen when you're in Incognito Mode? If it does, that would rule out any caching or extension causes. 

EDIT: The Build I referenced isn't released to the public -- it's an internal Build. I apologize for any confusion. If you would like to test this pre-release Build, please let us know.
Derek Curtis
COO
SmarterTools Inc.
(877) 357-6278
0
Derek Curtis Replied
Employee Post
Jason: If you use the Actions (...) menu in the message while it's in the preview pane, and scroll down to "Print", that opens the message complete with your print options. This is essentially the same when the message is popped out -- you use the same Actions (...) menu and scroll to "Print". I believe that's what Ron is referencing. 
Derek Curtis
COO
SmarterTools Inc.
(877) 357-6278
0
Brian Emerson Replied
We are still having the print issue on popup emails even after installing the special release build. We've re-installed twice, used every browser including Edge, Chrome, & Firefox. Re-created the SmarterMail site in IIS, still no go. Same here, users are unhappy and are coming down hard on us.
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Jason Earle Replied
Derek, this does not work. That what I was referring to. Clients receive an error every time, see below

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Jason Earle Replied
However, I can offer some insight. I found this is only happening on clients who have preview turned off. If preview is on the right and they press print and you stated then it seems to work. I think it is a preview issue with printing.
2
Ronald Raley Replied
Getting beat up more over this.  Please push an update as soon as you can.  Much appreciated.

Thanks,
Ron
1
Eric Tykwinski Replied
Just a follow-up, I'm seeing the same as Jason Earle.  Two specific issues that we are seeing:
1.  Opening a message, going to actions (...) -> Print doesn't do anything.
2.  Having Preview pane turned off, yeilds "Validation errors: [internal-api-timings][input.UID,]" error on the main page and brings up a blank message window.
0
Andrea Rogers Replied
Employee Post
Hi everyone, 

We've made some progress with the printing issues and hope to have a complete resolution soon. Printing from the popout has been resolved, and we're now working on printing from the toolbar's Actions [...] menu when the preview pane is not enabled. 

In the meantime, please continue to encourage your users to work around this issue by printing from the message list's right-click menu. This appears to be working with and without a preview pane enabled. 

Andrea Rogers
Customer Operations Manager
SmarterTools Inc.
877-357-6278

www.smartertools.com

0
Jason Earle Replied
Thanks for the update, hope to see a patch soon :)
2
Andrea Rogers Replied
Employee Post Marked As Resolution
Hi everyone, 

The SmarterMail developers were able to provide a fix for the print issues in webmail. (Print from message pop out and printing without message preview enabled.) I've emailed each of you a custom build that contains the fix. This fix will also be available in the next public release of SmarterMail. 

If you continue to have trouble with printing, please let us know. (A reply to that email would probably be best, as tickets are monitored more frequently than the Community. We'll keep an eye on both, though.)  

We apologize for the inconvenience this issue caused and appreciate your patience while it was resolved.

Kind regards, 

Andrea Rogers
Customer Operations Manager
SmarterTools Inc.
877-357-6278

www.smartertools.com

1
Ronald Raley Replied
Issue resolved.  Thank you.

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