Note: Thermal and Label Printers - while possible, printing to thermal and label printers is not supported. If you need assistance, you may want to consult with your Sage business partner. See the Related Resources section of this article for the link on this issue (KB 53868).

Note: Redirected Printers - Sage 100 Customer Support does not recommend redirected printers (used in remote terminal environments). See the Related Resources section of this article for the link on the scope of virtualization support (KB 52005).

Note: Printer Trays - Printer and printer drivers differ in their capabilities. Not all printers or drivers are capable of tray selection. Not all printer drivers are capable of receiving input from Sage 100 to print to a particular tray. See the Related Resources section of this article for the link on troubleshooting printer tray selection (KB 43870).

Note: With hundreds (if not thousands) of printer brands and models in existence, Sage 100 Customer Support cannot be familiar with all of them, nor guarantee a resolution for all printer issues. The following are all suggestions to try, in order to troubleshoot, isolate, and possibly resolve. This is a generic troubleshooting template for customers and IT professionals alike.

Note: As some of the suggestions below may require high-level privileges in the network and/or operating system environment and require the expertise of your IT personnel (and possibly also the permission of your business management), Sage 100 Customer Support may not be able to assist in some or many of these tasks.

Troubleshooting suggestions to DEFINE, DOCUMENT, and ISOLATE the problem (when, where, under what conditions, etc.):

If you are receiving an error message...

1. Capture the exact error message and conditions. Which form or report, which workstation or workstations (and does it also happen at the server), etc.
2. Search the Sage Knowledgebase for the specific error, at https://support.na.sage.com. Chances are, the issue is already known, with possible resolutions or workarounds.
3. If the error appears to be a Windows printer error, search on-line in a search engine. Again, chances are, the issue is not a Sage 100 issue and it is already known, with possible resolutions or workarounds.
   • Note: If you get an error that specifies a specific mapped drive letter path (e.g. "C:\Sage 100\MAS90") or UNC path (e.g. "\\servername\sharepoint\MAS90") or report name (.e.g. SO_SalesOrder1 {GUID}.rpt) with unique graphical user ID (GUID, e.g. {323F0C49-79F8-4FAA-B82C-865C6271905F}) also searches without those specific elements unique to your environment.

Further troubleshooting to define, document, and isolate the problem...

• Can you print from another software product (like Microsoft Word or Notepad) on the same machine to that printer? if not, the problem is with Microsoft Windows, not with Sage 100.
• Try Preview instead of Print, to see if Preview works fine. If Preview is fine, then Sage 100 and Crystal Reports data processing appears fine, at least.
• Try printing from Preview to see if that works. That would indicate Crystal Reports can output to the printer, even if you can't output from Sage 100.
• Try printing to another physical printer. If printing from another printer is fine, then the issue is probably specific to the printer, not Sage 100.
  • Note: You can also try printing to a network printer versus a printer directly connected to the workstation.
• Try printing to XPS file via Microsoft XPS Document Writer as it is not a PDF printer and not a physical printer.
• Try printing to PDF file via a PDF printer (such as Microsoft Print to PDF, Adobe PDF, Foxit, Cute PDF, etc. if available). If it works, the problem is with the printer, not Sage 100.
• Try creating a new un-modified form code or report setting to see if the issue is isolated to a particular form code or report setting that may have become corrupted (even if not modified), or has been modified/customized, and not a printer problem.
  • Note: For corruption, Sage 100 Customer Support can assist in replacing a corrupted Crystal Reports file with a standard one.
  • Note: If the problem is isolated to a customized/modified Crystal Reports form or report, and an un-modified one works fine, Sage 100 Customer Support suggests finding a backup or replacing with an un-modified one.
• Try printing to a different form or report, in the same company code, from the same workstation. If it works, this may be an isolated form or data problem, not necessarily a printer problem.
• Try printing to the same form or report, for different company code, from the same workstation. If it works, this may be an isolated form or data problem, not necessarily a printer problem.
• Try stopping and restarting the Windows Print Spooler service (go to Windows, Control Panel, Administrative Tools, Services). This may clear a corrupted memory or cache problem.
• Try powering off the physical printer, then restarting it. This may clear a corrupted memory or cache problem.
• Try printing from another workstation. If it works, then the problem may be specific to the workstation or Windows user/account/profile or printer driver installation.
• Try having someone else log onto the problem workstation as a different Windows user/account/profile to print. If it works, the problem may be due to Windows security/permissions or a problem (like corruption) with the user/account/profile.
• Try having someone else at the problem workstation log into Sage 100 with a different Sage 100 User Logon. If it works, the problem may be unique to a Sage 100 User Logon.
• Try printing from the server itself. If this works, it may be due to Administrator privileges used to log onto the Windows server, or due to firewall or antivirus or network configuration or network corruption.
• Try correcting values in Windows Printer Preferences (in Windows, Control Panel, Devices and Printers, right-click the specific printer, select "Printer Properties" from the pop-up menu).
• Try correcting values in Printer Preferences via Sage 100 - From the printing or report printing task window, click the Printer Setup button.
• Try renaming the desired Windows printer. As Sage 100 stores the printer name in system records it creates for the printer, a renamed printer will get its own records.
• Try setting the desired printer as the Default Printer (in Windows, Control Panel, Devices and Printers, right-click the specific printer, select "Set as default printer" from the pop-up menu).
• Try installing an updated printer driver for the printer from the manufacturer's web site, and try that printer - using a different name as well.
• Try install a generic Universal driver for the printer and try that printer - using a different name as well.
• Try pausing synching or try uninstalling Microsoft OneDrive - it has been known to cause printing and previewing to not work at all.
• Try checking for recent installations of Windows Updates or another software - especially if printing had been fine until recently.

Note: If after following this document with your IT professional, you need further assistance, please have answers and results to the suggestions above, so Sage 100 Customer Support can review your findings. Otherwise, we may refer you to this document.