Announcement: Upgrade to macOS Mojave

With features like Dark Mode, Stacks, and four new built-in apps, macOS Mojave helps you get more out of every click. 
Find out how to upgrade to macOS Mojave > https://support.apple.com/macos/mojave

Looks like no one’s replied in a while. To start the conversation again, simply ask a new question.

Question:

Question: Postscript error on print jobs to HP printers ( undefinedresult )

We've noticed an increasing number of issues with our users experiencing the following postscript error when printing to our HP printers:

ERROR: undefinedresult

OFFENDING COMMAND: show

Note: sometimes the offending command will be 'xshow'.


-We've seen this happen on 10.10, 10.11, 10.12, & 10.13.

-This has been confirmed to occur on the following HP models: M602, M603, M605, M651, M680, M880.

-Problem persists regardless of the postscript printer driver used.

-We've successfully printed the same offending files to other printer manufacturers (using the same 'Generic Postscript Printer' driver).

-Updating the firmware on devices has not resolved the issue.

-Updating the HP Printer Software to 5.1 (HP Printer Drivers v5.1 for OS X) has not resolved the issue.

-Resetting the Print System from System Preferences has not resolved the issue.


Note: in our printing environment, we are set up to only use postscript drivers.

MacBook Pro with Retina display, macOS High Sierra (10.13)

Posted on

Reply
Question marked as Apple Recommended
Answer:
Answer:

HP has released a new HP Easy Start today (2017-11-15) for the M602 device. You might check the other models in your original post, to see if the same is true. I would install and run these to see if they find new driver code for the respective models.


Word .docx documents created on Mac or Windows do not embed fonts, but rather use font references. If a Windows created .docx attempts to make a faux font (italic, bold) from an installed font that does not offer that font face on Windows, then printing that document on a Mac will have an issue because the font won't exist either.


If the .docx was created in Word 2008/2011 for Mac, then the font reference will point to a System font location where that Office package installed the Microsoft fonts. If this document travels to a Mac that does not have the Office 2008/2011 fonts installed, but instead either has no Office installation, or Office 2016 for Mac, then again, the Microsoft fonts won't be found. Office 2016 stores its fonts within each application bundle.


Conversely, if one creates a .docx with Office 2016 for Mac, and that .docx is printed on a Mac that only has Office 2008/2011 installed, then it won't find a font that it thinks is stored internal to an Office 2016 Word application.


Computing used to be easier.

Posted on

Page content loaded

Nov 15, 2017 11:30 AM in response to CT In response to CT

More testing has revealed that documents created in 10.13 and have the font "Calibri", are experiencing the postscript error when printed.


I just ran this scenario with a coworker:

She's running 10.13.1 and had a DOCX file that she printed to an HP M651 that yielded the postscript error. She created a PDF from the file, tried printing again, and received the same error.

She emailed me both files. I'm running 10.11.6. I printed the DOCX file without any issues, but received the postscript error when printing the PDF she created.

I created a PDF from the DOCX file, and was able to print the PDF I created (from 10.11.6) successfully.

I emailed her the PDF I created. She was able to print that PDF successfully.

She then changed the font from Calibri to Cambria in her original DOCX file, and was able to print that successfully from 10.13.


Can someone make any sense of that?

Nov 15, 2017 11:30 AM

Reply Helpful (2)
Question marked as Apple Recommended

Nov 15, 2017 12:10 PM in response to rekruse In response to rekruse

HP has released a new HP Easy Start today (2017-11-15) for the M602 device. You might check the other models in your original post, to see if the same is true. I would install and run these to see if they find new driver code for the respective models.


Word .docx documents created on Mac or Windows do not embed fonts, but rather use font references. If a Windows created .docx attempts to make a faux font (italic, bold) from an installed font that does not offer that font face on Windows, then printing that document on a Mac will have an issue because the font won't exist either.


If the .docx was created in Word 2008/2011 for Mac, then the font reference will point to a System font location where that Office package installed the Microsoft fonts. If this document travels to a Mac that does not have the Office 2008/2011 fonts installed, but instead either has no Office installation, or Office 2016 for Mac, then again, the Microsoft fonts won't be found. Office 2016 stores its fonts within each application bundle.


Conversely, if one creates a .docx with Office 2016 for Mac, and that .docx is printed on a Mac that only has Office 2008/2011 installed, then it won't find a font that it thinks is stored internal to an Office 2016 Word application.


Computing used to be easier.

Nov 15, 2017 12:10 PM

Reply Helpful

Nov 17, 2017 5:07 AM in response to VikingOSX In response to VikingOSX

The same scenario has been tested on an M603.


But I have been able to find out a couple things. A couple of the documents that are causing the postscript error when printed from 10.13.1 were originally created in older versions of MS Office (2003 and 2010).


These DOCX files print normally on 10.12 and lower. But if someone creates a PDF of these DOCX files from 10.13 and sends that PDF to someone running 10.12 and lower, then the the postscript error is received regardless of the Mac OS printing the file.


What I'm still trying to wrap my head around is why we're experiencing this issue only when 10.13 is involved. And then (perhaps for another forum), why are we only seeing this issue when files are printed to HP printers?

Nov 17, 2017 5:07 AM

Reply Helpful

Dec 6, 2017 9:50 AM in response to rekruse In response to rekruse

We have found the Calibri and HP are not working on High Sierra on our M551. If any character in the file is Calibri we get the error:


ERROR: undefinedresult

OFFENDING COMMAND: xshow


We have reinstalled drivers, updated firmware, everything. No solution but to print to PDF and than print file.

Dec 6, 2017 9:50 AM

Reply Helpful (1)

Dec 6, 2017 10:42 AM in response to rekruse In response to rekruse

I did submit a ticket to Apple Support and got a response from a software engineer saying that they know of the issue and are currently working to find a resolution. But they did not have an expected time of resolution.

Dec 6, 2017 10:42 AM

Reply Helpful (1)

Dec 12, 2017 12:42 PM in response to rekruse In response to rekruse

Issue continues when print from OSX 10.13 High Sierra. We have HP LJ M601 and M604 printers. Documents with/without Calibri produce the error message. I downgraded the firmware on the M601 to version 3.5.1 (revision 2305090) and documents printed fine. No luck when using different firmware version on the M604. I hope that an update on this issue is available soon, as running older firmware (on the M601) and not able to print to M604 printers is a problem.


Another workaround is copying/pasting text from an offending document into a new file to Word16.

Dec 12, 2017 12:42 PM

Reply Helpful

Dec 19, 2017 12:50 AM in response to rekruse In response to rekruse

Hello,


we have a network of Macs together with few HP Laserjets M605 and Multifunction MFP. Everything was working fine printing with HP Easy Start drivers.

Since upgraded to High Sierra we now have this offending command problem on all of the M605 ONLY. The MFP keeps printing with no problems.

The printing error occurs randomly on a variety of different emails. Some does print, some does not, some produce the error.

Tried re-installing the latest HP Easy Start - not solved

Tried upgrading M605s firmware to the latest revision - not solved


As current workaround I setup up know all of the M605 as Generic PCL printers. Printing quality is lower but at least everything is printed.


Looking forward for a resolution from either Apple or HP (this issue is also being discussed over HP support forums).

Dec 19, 2017 12:50 AM

Reply Helpful (1)

Dec 19, 2017 1:13 AM in response to maurpra In response to maurpra

Update: just noticed HP has posted a further new firmware revision 3.9, for M60x series as of today. Not yet downloadable from the support page but worth to test as soon as.....

Dec 19, 2017 1:13 AM

Reply Helpful
User profile for user: rekruse

Question: Postscript error on print jobs to HP printers ( undefinedresult )