8 Replies Latest reply: Mar 30, 2012 7:40 PM by pshrynking
pshrynking Level 1 (0 points)

Since upgrading to Lion OS X, I have not been able to print any of my documents that were created in Adobe PDF.  All calls to customer support have been a bust.

 

When I try to print anything it comes out looking like this:

Screen Shot 2012-03-09 at 6.51.46 PM.png

 

Apple PREVIEW team!!!!  PLEASE HELP!!!

  • Linc Davis Level 10 (192,275 points)

    Launch the Font Book application and validate all fonts. Resolve any issues that it finds.

     

    Mac 101: Font Book

  • pshrynking Level 1 (0 points)

    Hi Linc...

     

    Here is a copy of your prior post to me on a different forum...

     

    Still no resolution...

     

     

     

    Please read this whole message before doing anything.

     

    This procedure is a test, not a solution. Don’t be disappointed when you find that nothing has changed after you complete it.

     

    Step 1

     

    The purpose of this step is to determine whether the problem is localized to your user account.

     

    Enable guest logins and log in as Guest. For instructions, launch the System Preferences application, selectHelp from the menu bar, and enter “Set up a guest account” (without the quotes) in the search box.

     

    While logged in as Guest, you won’t have access to any of your personal files or settings. Applications will behave as if you were running them for the first time. Don’t be alarmed by this; it’s normal. If you need any passwords or other personal data in order to complete the test, memorize, print, or write them down before you begin.

     

    Test while logged in as Guest. Same problem(s)?

     

    After testing, log out of the guest account and, in your own account, disable it if you wish. Any files you created in the guest account will be deleted automatically when you log out of it.

     

    Note: If you’ve activated FileVault in Mac OS X 10.7 or later, then you can’t enable the Guest account. Create a new account in which to test, and delete it, including its home folder, after testing.

     

    Step 2

     

    The purpose of this step is to determine whether the problem is caused by third-party system modifications that load automatically at startup or login.

     

    Disconnect all wired peripherals except those needed for the test, and remove all aftermarket expansion cards. Boot in safe mode and log in to the account with the problem. The instructions provided by Apple are as follows:

     

    • Be sure your Mac is shut down.
    • Press the power button.
    • Immediately after you hear the startup tone, hold the Shift key. The Shift key should be held as soon as possible after the startup tone, but not before the tone.
    • Release the Shift key when you see the gray Apple icon and the progress indicator (looks like a spinning gear).

     

    Safe mode is much slower to boot and run than normal, and some things won’t work at all, including wireless networking on certain Macs.

     

    The login screen appears even if you usually log in automatically. You must know your login password in order to log in. If you’ve forgotten the password, you will need to reset it before you begin.

     

    Test while in safe mode. Same problem(s)?

     

    After testing, reboot as usual (i.e., not in safe mode.) Post the results of steps 1 and 2.

     

     

     

    Did all of that yesterday, with the Apple Representative on the phone, and nope, still a problem...it was kind of exciting, really, they kept going up and up the tiers of support until I got disconnected...Fortunately I had the email address of the gentleman who was helping me so that I could email him back and let him know that we got disconnected...as you might imagine, he still has not emailed me back.  They were able to receive a copy of the form that I use for charting and try it in their facility on their computers, so we know:

     

    1- it is not just my computer.

    2- it occurred only after installing Lion OS X, not sure if they have tried it on Snow Leopard, but that's what I would have done if I was them...assuming that somewhere in Apple someone has not upgraded to Lion.

    3- it is not just my software.

     

    I think the problem is with the newer iteration of Preview  not communicating well with the Adobe .pdf.  probably some line of coding that needs to be written and insertedinto their program for multiline text.

     

    :-)  Thank you for your help!

     


  • Linc Davis Level 10 (192,275 points)

    Is there somewhere you can upload a file that shows the problem?

  • pshrynking Level 1 (0 points)

    I could fill out a fake form and email you a copy...I did send a copy to Apple, but still have not heard back from them...

  • Linc Davis Level 10 (192,275 points)

    I can't post an email address here. You'd have to put it on a server where it's publicly accessible. If you can't do that, email the file to a Mac-using friend and ask whether he or she sees the same thing as you.

  • pshrynking Level 1 (0 points)

    I sent it to a representative at Apple and they saw the same thing.  So we know it is not my computer...the problem has to be in the Preview App.

     

    I just don't see a way to access Support in Preview.  If I could roll back just Preview to the older version, I would gladly do so!

  • Linc Davis Level 10 (192,275 points)

    In that case, you're dealing with a bug, or some kind of corruption in the documents. If you haven't already done so, you could try installing Adobe Reader, which uses a different rendering engine to display PDF's.

  • pshrynking Level 1 (0 points)

    yes, I did try that as well...it seems that with documents edited in Preview, in this case all of the medical records my office has documented in the past 2 years since purchasing my MacBook Air will show up on my Personal Computer with thie fields "blued out"  in otherwords it shows the Form Field but not the data that is in the form field.  I can get around this by saving it as a data file and then entering the data file and rpinting, but it is adding many multiple steps for each document that I never had to do prior to upgrading to Lion OS X.

     

    It seems like such a little detail, if only I could figure out how to reach someone from Preview!!!!   I can't imagine that I am the only one in the world who uses multi-line text in a PDF form?

     

    As I mentioned, the Apple people had the same thing happen, so a bug or corruption seems unlikely...although it is not my expertise, it seems like a coding issue...something like enable "mutliline text spaced at single space"  inserted somewhere would fix the problem.