I have a client who uses Creative Solution Professional Suite tax and accounting software (SaaS). The connection uses a Citrix client which is downloaded from the Thomson Reuters website allowing their subscribers to connect to a Windows 2008 Server for the SaaS apps. My client uses Windows XP Pro/w sp3 to log on to their cloud app. The virtual printer, pdfFactory has been used by my client for the past two years and print jobs had been successful; this windows XP workstation is part of my clients domain.
The printing of the pdf stopped working since I installed a new Windows 2011 SBS Std. The new server replaced a Windows 2003 SBS std.
The virtual printer is still are listed on the work station and function correctly on local programs, i.e. Word, Excel, Notepad, even the Test Page for the virtual printer, but it does not function correctly through the SaaS app. The driver type is listed as HP LaserJet 4 on the SaaS print utility. I don't know what it was listed as prior to this issue. The printers which do work correctly are listed as Citrix Universal Printer. My client has a number of printers on the local host and those which are identified as Citrix Universal Printer work and produce usable output. But there are printers, which are identified as the type “HP LaserJet 4” and these seem to be mostly the virtual printers: QuickBooks PDF, pdfFactory, primoPDF, etc. on his computer. When using one these virtual printers and specifically pdfFactory which has been the main printer for the past two years, the print job does receive a Citrix ICA file to the specified print spooler, but the job just sits in the spooler unable to print. I suspect from mis-matched drivers.
I spoke to their tech support about the Virtual Printer being typed as “HP LaserJet 4” and no printer throughput. I was told they don't support virtual printers and that Citrix doesn't support them either. Even though we have been able to use these virtual printers for the past two years and now we can't, they have no answer. After going through a series of uninstalls and re-installs and even changing the driver of the pdfFactory to an HP LaserJet at their suggestion I was still unsuccessful and it, of course, broke the pdfFactory. I asked the last tech I spoke to what they use. I was told they don't support these Virtual Printers but that she uses cutepdf. So i downloaded and installed cutepdf and MAGIC happened; it is listed as a Citrix Universal Printer and it functions correctly.
My question is: Is it likely that the Microsoft SBS is preventing communication because of a Group Policy setting? ( i.e. Microsoft SBS prevents RDP to workstation from outside the local domain even through VPN hardware tunnels unless the Group Policy is adjusted to allow RDP from addresses not on the local subnet). Or, is it likely that the SaaS provider made some change to the Citrix configuration (although their support team says their software has not change)? I had one tech come back to me and said something like: The configuration to this Client’s virtual printer “HP LaserJet 4” effects many more customers than just mine. According to the support.citrix.com “The Citrix Universal Printer drivers provide basic printer driver functionality to almost all printers, regardless of make or model. Deploying one of the drivers relieves the burden of administering multiple printer drivers and avoids problems with driver maintenance, replication and other client printing issues”.
Any ideas and suggestions are welcome. Thanks for your help and excuse my long-winded explanation.