Rendering issue when printing from the viewer

Hello, I would like to ask if anyone has reported problems with printing from the viewer.

Recently we noticed that the printed documents have some random blind spots that are already present in the screen preview before printing:

The same random pattern is also shown on the printed document.

Here is the saved PDF document:
Customer invoice CIV-000407_rendering issue.pdf (450.7 KB)

Hi Karin,

We are aware of the viewer rendering issue you described and are investigating why it happens.

Below is what we currently know about this problem:

  1. The problem occurs (not always, but frequently) when you print from the Docentric viewer, the standard D365FO viewer, or the PDF.js online viewer (all these viewers are based on PDF.js but use different versions and customizations);
  2. The issue appears only in Chrome and Edge;
  3. The issue does not appear in Firefox or when printing from Acrobat Reader.

However, we still need to find out what is triggering the issue. We suspect the problem might be related to the browser, OS version, printer driver version, or something else.

Unfortunately, we cannot reproduce the issue on our computers. It seems that this is a rare problem; otherwise, many more customers would report it. We have also not found any similar issues reported elsewhere on the internet.

Workaround

Until we pinpoint the reason and find the solution for it, here are some possible workarounds:

  1. Use Firefox browser instead of Chrome or Edge;
  2. Use the browser PDF viewer instead of the Docentric/D365FO viewer;
  3. Download the PDF file from the viewer, open it and print it from the browser PDF viewer or Acrobat Reader).

However, we would like to ask for your help in further investigation.

Reproduce the issue on multiple computers

The most important information is whether you can reproduce the issue on each worker’s desktop computer.

Instead of printing a report from D365FO, you can send your colleagues the link below to find out:
https://mozilla.github.io/pdf.js/web/viewer.html

After generating the preview, users should check if the issue is present in the viewer (click the print icon to generate the preview). You can see the “blind spots” already when previewing the sample document (2), but you can also upload your PDF documents (3) if you like:

Browsers and browser versions

Results may vary by browser and browser version and should be checked for as many browsers as possible:

  • Firefox
  • Chrome
  • Edge
  • Brave
  • Opera
  • Safari
  • DuckDuckGo

We know that you may use only some of them, but maybe some of your co-workers use them. Please check the results with as many browsers as possible (also collect information about browser versions ) and let us know the results.

Usually, Firefox shows correct results, while we expect you will see the issue in Chrome and Edge. We would be very grateful if you could install and test the results with some other browsers listed above.

Operating system

Another possible reason for the incorrect display in the viewer could be the operating system you are using on the computer. Please let us know if there is a pattern (for example, results on Windows 11 may differ from results on Windows 10).

Recently, we had a case where the symptoms (rendering issue) occurred only on a specific batch of new laptops that the company had received but not on other computers that the company uses. Therefore, it is also possible that the problem is related to the version of the OS. Please let us know if you can confirm this.

Thank you very much for your cooperation and feedback!

Hi Jernej,

I have tested Opera and have the same issue. I think we can safely assume that this problem also occurs with all other Chromium-based browsers all other chromium based browsers can have this issue (Chrome, Edge, Opera, Brave, DuckDuckGo, …).

I tested the browsers (Chrome and Edge) on my VM and never had this issue.
My suspicion was the extensions, but I tried installing all the extensions I use on my computer and there was no difference - still rendered perfectly.

Hi Karin,

Thank you for bringing the rendering issue to our attention and for taking the time to attend the meeting yesterday.

Based on the findings from my colleague @BlazJ, we’ve identified the problem with the document preview in Docentric Viewer and have a solution for you.

To resolve the issue, please open Chrome, go to Settings, and search for System settings. In there, please check if you have hardware acceleration enabled. If you do, please disable it and restart the browser (Relaunch).

This should fix the problem, as it appears that all browsers based on Chromium are affected by this issue. Browsers based on Chromium include Google Chrome, Microsoft Edge, Brave, Opera, Vivaldi, and many other browsers.

Please let us know if this solution resolves the issue for you, and let us know if you have any further questions.