I am having a problem printing the return. I receive a message that says unable to print file. File corrupt.
Is anyone having this problem?
I was able to print a 2019 return.
I'm sorry for the frustration. What printer did not work (brand, model, etc)? What printer did work?
I've been told historically that printer drivers have been an issue for some. I'd love to start gathering data when this happens to see what, if anything, we can do.
The printer that receives a message: UNABLE TO PRINT FILE. FILE IS CORRUPT. its
color laser jet pro M252dw. so NJ return prints but not federal.
however, I can print the entire return , federal and NJ on the following printer:
Brother HL-L2350DW series printer.
I also keep getting the following message when I open on the 2020
professional proseries first in the morning:
A PROBLEM WAS ENCOUNTERED THAT HAS CAUSED YOUR PROGRAM TO CRASH.
However, I open my program and it is working correctly. Can you help me?
We'll do our best to help. I'm sorry for the frustration.
Regarding the printer information - thank you. We'll start with trying to find a printer like that to reproduce the problem. In the meantime, can you
- Open ProSeries
- Choose Help -> Send Logs
- Email the zip it generates to email@example.com
Regarding the crash - it's probably unrelated. Next time it happens, can you enter "To Orlando, from Janine" in the details box? And to confirm, do you get this if you've left ProSeries open overnight? Or do you close it at the end of the day, and you get it the first time you start ProSeries?
You're very welcome... thanks for your patience. If you've updated to the very latest ProSeries, you should now see the menu option highlighted below (if you don't see it, please update). Select that - it will gather all the logs and create a "zip" file on your desktop. Open up your email, browse for that and send it to firstname.lastname@example.org. I'll be around 12 - 6 PST today and will take a look.
Figuring this out will be a matter of stringing clues together.
Sounds like things worked fine in 2019, and some things work fine in 2020.
Is it the Federal 1040 that is not printing correctly in 2020, but New Jersey is?
And that federal is printing ok to the brother, but not the HP Laserjet?
Could you email a sanitized copy of the file that's not printing to me? I have an HP Laserjet.. I want to see what happens if I try to print.
- Right click in HomeBase and choose Sanitize. This will remove all private data, like SSNs.
- Send that sanitized file to email@example.com. I want to see
Is the file also messed up in print preview? If not my guess is still print driver; if yes my guess is a third party component we use to print to preview or printer. We did have to update it this year - so it could account for differences between TY19 & TY20.