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Intuit

Troubleshooting T1 and T2 printing issues

Undertake the following if you encounter errors when printing T1 and T2 material:

  • ensure you are using the latest version of ProFile. To review your version of ProFile, select the About option from the Help drop-down menu in the top toolbar. Compare the version number (for example, 2018.3.0) to the latest release version listed here. If the version number is not the most recent, update ProFile.
  • ensure there are no jobs queued in the printer. To review the printer queue, pick “Control PanelHardware and SoundDevices and Printers”, right-click on the printer and press “see what’s printing”
  • ensure a default printer is designated. Open the Windows Control Panel menu (Related: how to find the Control Panel) and select Devices and Printers under the Hardware and Sound menu; the default printer is designated with a green checkmark. Note that the default printer does not have to be the printer from which T2 material is printed.
  • undertake a test print (for example, from Word or Notepad) to determine if other software programs can print
  • right-click on the desktop ProFile icon and select the Run as administrator option. If printing works under the “administrator” role but not when starting ProFile normally, it is likely there is a permissions and/or security issue with the printer in question. Reinstall the printer under the “administrator” role and ensure the user has full permissions.
  • ensure the language and region settings on the PC is set for "English" or "French"; having different settings may result in errors when printing. You can find your region settings in under "Region and language settings" in the Windows control panel.
  • change the Short date format to the default format of "M/d/yyyy":pcg_L7bpJqd8Q_1.JPG
  • ensure that a locked return has been unlocked. Save the return and try printing again.
  • remove the printer driver and reinstall the printer

If the problem persists:

  1. Open the T1 or T2 return.
  2. Select the Print/Email PDF… option under the File drop-down menu in the top toolbar.
  3. Click the Build PDF button.

A PDF file generates. If the PDF file does not generate it is likely there is a permissions issue with the location where the T1 or T2 templates are.

To resolve this issue:

  1. Close ProFile.
  2. Navigate on the computer to the following location: C:\ProgramData\GreenPoint\ProFile
  3. Delete the FPZ folder.
  4. Navigate on the computer the following location: C:ProgramData
  5. Right-click on the GreenPoint folder and select Properties.
  6. Uncheck the Read-only button.
  7. Navigate to the Security tab.
  8. Ensure the users have full control under the Permissions for Everyone section.
  9. Click the Apply button.
  10. Click the OK button.

Start ProFile and attempt the PDF print job again.

If the above steps correct the PDF printing but not hardcopy, contact ProFile support for further investigation and troubleshooting.

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