Jeremy Wood wrote:
>This is a third-hand report of a Mac printing bug, so I don't know enough
>details.
1. Get direct contact with the customer.
2. Walk through the steps with the customer. (Take notes)
3. After failure occurs, have customer open Console.app.
4. Paste and email any stack-trace or other diagnostics in console log.
Attempting this third-hand is just handicapping yourself.
>There's a customer using our software to print. We rasterize everything
>when we print on Macs, and it worked in all of our tests here at the office.
>
>We first prompt the user with our own page layout dialog; this works fine.
>Then we invoke the system's print dialog (and from there the user actually
>initiates the print).
>
>This user sees our page layout dialog, but is unable to get to the system's
>print dialog.
Once you know exactly what the customer is doing, you should either:
a) add diagnostic progress code to your app; or
b) write a simple progressive diagnostic app;
have the customer run it, and send you the diagnostic output. I'm assuming
you don't already have logging or other diagnostics built into your app,
otherwise you'd just turn on the desired level of detail and have the
customer send you the log output.
The strategy is to simplify and isolate each printing step or element in
what your normal app does, so you can more easily confirm what it does on
the customer's machine. This is normal debugging practice for a developer.
The difference is that you have to do "remote control" using the customer
as your debugging agent/proxy.
Or you might be able to use some remote-desktop control software, if the
customer has a fast connection, but you still have to run a diagnostic or
informative or otherwise debuggable app on the customer's machine.
There are several possible versions of Java that could be on a 10.3.9 machine:
<http://developer.apple.com/technotes/tn2002/tn2110.html>
You should also have the customer run System Profiler and send you a
complete list of drivers, extensions, and other whatnot on the machine.
Since this may contain personal information, handle it with the utmost
diligence and respect.
>So we can't reproduce her problem. Has anyone ever seen anything similar?
>Any thoughts?
No, I haven't heard of a specific problem with the HP 4000 printer, but yes
there are problems attributed to the Java printing system. Some of them
depend on the Java version, or exactly what you're doing, and exactly which
printing API you're using (java.awt.print vs. javax.print). Search the
archives for "print" or similar keywords.
-- GG
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