PDF displays fine, but prints garbage

Question

Level 1

5 points

PDF displays fine, but prints garbage

I'm stumped on this one... I've been using MacOS X since the Public Beta came out in 2000, and I've never run into anything like this when working with PDF files.

My Natural Gas provider - Atmos Energy - allows me to download PDF copies of old statements from their website. The PDF downloads as expected, opens in Preview without any issues, and displays the statement perfectly.

Then I print the PDF to my Lexmark X546dtn color laser. It prints out, but all of the account-specific text has been replaced with garbled ASCII characters. The overall structure of the statement prints correctly (lines, shapes, logos, etc) as does the generic text that they include as information for every customer (i.e. Call us immediately if you smell gas). But everything else is complete garbage.

A couple of examples... (Visible on Screen -> What's Printed Instead):

PREVIOUS BALANCE -> KQSSQGT)QG<RP:N*QRGI

05/10/13 -> 3<C=3C=D

PAST DUE AFTER -> MN3*)LO!)N<*!P

When I Select All (text) in the PDF in Preview, it copies / pastes the correct strings into a text editor. When I choose "Export to PDF" the file it creates, however, has the same garbled text that shows up when I print it on my Lexmark.

I've submitted a support request to Atmos, but don't have very high expectations that they'll be able to offer any help. I'm really not sure what's going on here, any ideas?

In case it helps, the "PDF Producer" is listed as "StreamServe Communication Server 5.5.0 GA Build 1684".

Thanks!

-Mason

Mac Pro (Early 2009), OS X Mavericks (10.9), 12 GB, 7 TB, 2x GT-120s w/ 24" LEDs

Posted on Dec 15, 2013 9:50 PM

Reply

Answer 1

Gmon750

Level 1

14 points

Mar 8, 2017 11:11 AM in response to Mason Brown

Has this issue been resolved? And if so ,how?

We are experiencing a similar issue as well on our Macs that we upgraded to Sierra. Our IBM midrange system generates PDF invoices which has been working fine for ages. Immediately after upgrading to Sierra, those same PDF's will cause our printers to freeze, many requiring a power-down/restart to clear the print queue. Those same PDF's will print fine on Windows machines.

This is really unfortunate. I will try using Adobe Acrobat but I should not have to on a Mac. That's what the built-in PDF subsystem is supposed to do, and that's what makes it a great that I don't have to load 3rd-party packages for something so basic.

Any information would be greatly appreciated.

Reply

Answer 2

Apr 11, 2017 1:37 AM in response to Gmon750

No it has not been fixed. Am experiencing the same problem since upgrading to Sierra. Even Adobe pdf application also prints gibberish on the Mac. On Windows it prints fine. Am just fortunate i have both windows and Mac at work. I mean one can't even print forms and invoices.

Like i've noticed, the quality of the  MacOS is deteriorating but I will still stick with it anytime as I know what I go through on other platforms. Just hope this is fixed. Preview is easily one of the programs i use a lot working at a University.

Please if anyone has found a fix, kindly share.

Reply

Answer 3

Eric Root

Level 10

684,015 points

Apr 11, 2017 10:50 AM in response to IkechukwuNwanze

If you haven't done so already, try resetting the printing system.

macOS Sierra: Reset the printing system

Reply

Answer 4

Mason Brown Author

Level 1

5 points

Dec 15, 2013 10:02 PM in response to Mason Brown

Just did a bit more digging on Google and found this...

https://discussions.apple.com/thread/3148492

Looks like it's time to open a bug with Apple.

-Mason

Reply

Answer 5

Mason Brown Author

Level 1

5 points

Dec 15, 2013 10:40 PM in response to Mason Brown

A bit more info before I move on to more productive endeavors this evening...

I fired up Windows XP in VMware to see if Adobe Reader under Windows XP would be able to handle the file correctly. Nope, but at least it gives an error message that may point to the problem. Adobe Reader says "Cannot find or create the font 'WFQXRK+AA0101+Verdana-Bold'. Some characters may not display or print correctly." I'm guessing the dynamically generated document is being created with an invalid font name (server-side bug). Preview probably auto-substitutes a standard font for displaying the PDF onscreen, but when the PDF is sent to the printer it's probably sent as a native PDF, invalid font-name and all.

Screenshot attached...

-Mason

Reply

Answer 6

BenWill

Level 1

0 points

Jan 17, 2014 8:35 AM in response to Mason Brown

I'm having the exact same problems with PDF statements from San Diego City Water Department. No resolution yet for me either. Thanks for tracking down the source of the issue... now what?!?!

Reply