Review the troubleshooting suggestions below to DEFINE, DOCUMENT, and ISOLATE the problem. (When, where, and under what conditions).

Receiving an error message

• Capture the exact error message and conditions.
  • Search the Sage Knowledgebase for the specific error
  • If the error appears to be a Windows printer error, search on-line 
• You get an error that includes:
  • A mapped drive letter path (example: C:\Sage 100\MAS90)
  • A UNC path (example: \servername\sharepoint\MAS90)
  • A report name (example: SO_SalesOrder1 {GUID}.rpt)
  • A unique graphical user ID (GUID) (example: {323F0C49-79F8-4FAA-B82C-865C6271905F})

Workstations

• Is it a specific workstation or all workstations?
• Does it happen at the server?

Print from other software

1. Try printing from another program, like Word or Notepad, to the same printer.
   • If it doesn’t work, the problem is with Windows, not Sage 100
2. Try Preview instead of Print to see if Preview works.
   • If Preview works, Sage 100 and Crystal Reports are processing data correctly
3. Try printing to another physical printer.
   • If that works, the issue is with the original printer, not Sage 100
4. You can also try printing to a network printer instead of one directly connected to the workstation.
5. Try printing to an XPS file using Microsoft XPS Document Writer.
   • This tests printing without using a physical or PDF printer
6. Try printing to a PDF file using a PDF printer.

Create a new form code or report setting

1. Create a new unmodified form code or report setting. 
2. A corrupted or customized form or report setting will cause the problem.
3. For corruption issues, contact Sage 100 Customer Support to replace a corrupted Crystal Reports file.
4. If the issue is with a customized form or report and an unmodified one works:
   • Restore from backup or replacing it with an unmodified version.
5. From the same workstation, print to a different form or report in the same company code.
   • If it works, the issue is to a specific form or data, not the printer.
6. Print the same form or report for a different company code from the same workstation.
   • If it works, the issue is to that company’s form or data, not the printer.

Stop and restart Windows Print Spooler

1. Go to Windows, Control Panel, Administrative Tools, Services.
2. Right-click on Print Spooler and select Stop.
3. then right-click on Print Spooler and select Start.
   • This clears corrupted memory or cache problems.
4. Power off the physical printer.
5. Then restart it to clear corrupted memory or cache problem.

Print from another workstation

• Print from another workstation. 
  • If it works, the issue is specific to the workstation, Windows user profile, or printer driver.

Test Windows user profile

• Have another user log on to the workstation as a different Windows user account. If it works, the issue is a Windows security/permissions or user profile.
• Have another user log into Sage 100 at the problem workstation using a different Sage 100 user logon.
  • If it works, the problem is with the Sage 100 User Logon.

Test printing from server

• Print from the server itself. If this works, it indicates the following possible issues:
  • Administrator privileges used to log on to the Windows server
  • Firewall, antivirus, or network configuration or network corruption 

Change default printer and update driver

• Set the printer as the default printer.
  • Go to 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. 
• Install a generic Universal driver for the printer and try that printer.

Pause sync or uninstall Microsoft One Drive

• Pause sync or uninstall Microsoft OneDrive. It will cause printing and previewing issues

Recently installed Windows updates

• Review recent installations of Windows Updates.
• If you recently installed a Windows update, roll it back.
• Try printing again.

If the issue persists

Contact your IT professional and provide answers and results to the suggestions above.

Can’t print a Sage 100 report or form to a specific printer tray
Can’t print to a thermal or label printer (such as a Dymo or Zebra or Brother QL series)
Obsolete or non-existing printers show in the printers list in Sage 100