Adv. Empower users/admins... Enterprise environment

[DR]

Anyone (besides me) having users who can't see print previews of publisher reports via Citrix client stack? I'm told that Waters is aware of the issue, and it appears to have been addressed in an early Empower 2 patch, but there are still a couple of users on our enterprise installation that have the issue. It appears to have something to do with a given end-user's PC. One day it works, the next it won't. Creating a new account doesn't help. In one case, the problem went away, seemingly by itself.

[aceto_81]

Hi DR,

I'm not working in a citrix environment, but I'm admin on an enterprise network.
Did you tried to delete the preferences of the user?
Maye re-register the printers?

Kind Regards

Ace

[DR]

For one user, I removed the user and gave them a new account - that did not help, so I suspect that it has something to do with a network ID issue.

I have no reason to suspect printer related issues as the printers are all networked, shared by several users etc.

I will check with affected users to see if they have anything in common with respect to altering user preferences.

[rnuijts]

We sometimes have this problem (we use Empower 2 FR3).

By us it is a printer problem. If their are no printers defined on the citrix server you cannot see the reports or print. I do not know why the printers are removed sometimes

This has nothing to do with the printers you define yourself on your desktop PC. Because citrix uses his own printers, independent of the user. Ask the IT department if they can check if there are printers defined on the citrix server.

Also, think you need to register the printers again in Empower on the citrix server.

Hope this helps

[DR]

That would make sense if it were a problem that several users were having, or if we had only 1 citrix server, but we have several citrix servers (all w/ the same printers on them) and the people who have this problem have it no matter which of the citrix servers they use.

[rnuijts]

we actually have 4 citrix servers. But they work as one. Is the printer service started on the main citrix server? I only know of this problem as a printer problem.

Or do they have another empower job describtion and other empower job rights.

To check your printers, if you go to the methods tab and say select an instrument method right mouse button print, the processing window opens, can you see printers now? If not you have a printer problem on the citrix server(s).

Do you have other programs in citrix that use printers? If yes can you print with them?

[DR]

The print service is started - if that goes South, nobody (who happens to be on that server) can bring up a preview.

Our Citrix servers are independent and dedicated. When someone logs into Empower, they are just put on one of the servers (this is managed at the console level, I guess?).

There are printers configured on each of the Citrix servers and they've been registered in Empower.

[aceto_81]

Can you actually print while not seeing a preview?
If not: can you print directly from browse project?

[DR]

^ yes, and yes (I think) - at any rate, the issue has been resolved.

The Citrix profiles of the affected users have been deleted and rebuilt, solving the problem.

[aceto_81]

Good job DR, thanx for sharing the solution!


Ace