Note: Thermal and Label Printers - while possible, printing to thermal and label printers isn’t supported. If you need assistance, consult with your Sage business partner. See the Related Resources section of this article for the link on this issue (KB 53868).

Note: Redirected Printers - Sage 100 Customer Support doesn’t recommend redirected printers (used in remote terminal environments). See the Related Resources section of this article for the link on the scope of virtualization support (KB 52005).

Note: Printer Trays - Printer and printer drivers differ in their capabilities. Not all printers or drivers are capable of tray selection. Not all printer drivers can receive input from Sage 100 to print to a particular tray. See the Related Resources section of this article for the link on troubleshooting printer tray selection (KB 43870).

Note: Sage 100 Customer Support provides the best efforts to assist with printer issues. Support provides assistance when the issue is related to standard forms or reports and the printer subsystem architecture within Sage 100 development. The following are provided as a troubleshooting guide for general printing issues.

Note: This may require high-level privileges in the network and/or operating system environment. Consult with the internal IT personnel and network administrators. 

Troubleshooting suggestions to DEFINE, DOCUMENT, and ISOLATE the problem (when, where, and under what conditions):

If you’re receiving an error message...

1. Capture the exact error message and conditions. Which form or report, which workstation or workstations (and does it also happen at the server), etc.
2. Search the Sage Knowledgebase for the specific error, at https://support.na.sage.com. Chances are, the issue is already known, with possible resolutions or workarounds.
3. If the error appears to be a Windows printer error, search on-line in a search engine. Again, chances are, the issue isn’t a Sage 100 issue and it’s already known, with possible resolutions or workarounds.
   • Note: If you get an error that specifies a specific mapped drive letter path (for example "C:\Sage 100\MAS90") or UNC path (for example "\\servername\sharepoint\MAS90") or report name (example: SO_SalesOrder1 {GUID}.rpt) with unique graphical user ID (GUID, sample format: {323F0C49-79F8-4FAA-B82C-865C6271905F}) also searches without those specific elements unique to your environment.

Further troubleshooting to define, document, and isolate the problem...

• Can you print from another software product (like Microsoft Word or Notepad) on the same machine to that printer? if not, the problem is with Microsoft Windows, not with Sage 100
• Try Preview instead of Print, to see if Preview works fine. If Preview is fine, then Sage 100 and Crystal Reports data processing appears fine, at least
• Try printing from Preview to see if that works. That would indicate that Crystal Reports can output to the printer, even if you can't output from Sage 100
• Try printing to another physical printer. If printing from another printer is fine, then the issue is probably specific to the printer, not Sage 100
  • Note: You can also try printing to a network printer versus a printer directly connected to the workstation
• Try printing to XPS file via Microsoft XPS Document Writer as it isn’t a PDF printer and not a physical printer
• Try printing to PDF file via a PDF printer (such as Microsoft Print to PDF, Adobe PDF, Foxit, Cute PDF, etc. if available). If it works, the problem is with the printer, not Sage 100
• Try creating a new un-modified form code or report setting to see if the issue is isolated to a particular form code or report setting is corrupted or has been modified/customized. This can also be true when the file has not been modified.
  • Note: For corruption, Sage 100 Customer Support can assist in replacing a corrupted Crystal Reports file with a standard one
  • Note: If the problem is isolated to a customized/modified Crystal Reports form or report, and an un-modified report file works, Sage 100 Customer Support suggests finding a backup or replacing with an un-modified one
• Print to a different form or report, in the same company code, from the same workstation. If it works, this indicates an isolated form or data problem, not a printer problem
• Print to the same form or report, for different company code, from the same workstation. If it works, this indicates an isolated form or data problem, not a printer problem
• Stop and restart the Windows Print Spooler service (go to Windows, Control Panel, Administrative Tools, Services). This clears corrupted memory or cache problems
• Power off the physical printer, then restarting it to clear corrupted memory or cache problem
• Print from another workstation. If it works, the indication is the problem is specific to the workstation or Windows user/account/profile or printer driver installation
• Have someone else log on to the problem workstation as a different Windows user/account/profile to print. If it works, this indicates a Windows security/permissions or a problem (like corruption) with the user/account/profile
• Have someone else at the problem workstation log into Sage 100, with a different Sage 100 User Logon. If it works, this indicates the problem is unique to a Sage 100 User Logon
• Try printing from the server itself. If this works, it indicates the following possible issues:
  • Administrator privileges used to log onto the Windows server
  • Firewall, antivirus or network configuration or network corruption 
• Correct values in Windows Printer Preferences (in Windows, Control Panel, Devices and Printers, right-click the specific printer, select "Printer Properties" from the pop-up menu)
• Correct values in Printer Preferences from the printing or report printing task window, within Sage 100. Click the Printer Setup button to view options
• Rename the desired Windows printer. At creation, the printer name is stored in system file records. A renamed printer will result in a new set of records
• Try setting the desired printer as the Default Printer from Windows, Control Panel, Devices and Printers, right-click the specific printer, select "Set as default printer" from the pop-up menu
• Install an updated printer driver for the printer, obtained from the manufacturer's web site. Then retest using a different printer name
• Install a generic Universal driver for the printer and try that printer - using a different name as well.
• Try pausing synching or try uninstalling Microsoft OneDrive - it has been known to cause printing and previewing not to work at all
• Review recent installations of Windows Updates or another software - especially if printing was previously working.

Note: If after following this document with your IT professional, you need further assistance, gather answers and results to the suggestions above. Support will review this information and provide the best feedback possible.

DocLink: Slow performance when opening a new task or starting Sage 100, or when running Sage 100 across a network
DocLink: Can’t print a Sage 100 report or form to a specific printer tray
DocLink: What virtual platforms or virtualized operating systems and environments are supported for Sage 100?
DocLink: Can’t print to a thermal or label printer (such as a Dymo or Zebra or Brother QL series)
DocLink: Obsolete or non-existing printers show in the printers list in Sage 100
DocLink: What is data corruption? What are some causes of data corruption?