Troubleshooting the FileCabinet CS Virtual Office Print Driver

Alerts and notices

Using the print driver

To print to FileCabinet CS in Virtual Office CS or Software as a Service (SaaS), select FileCabinet CS Virtual Office as your printer when printing from locally installed applications. If FileCabinet CS is open in Virtual Office CS or SaaS, the FileCabinet CS Document Names dialog opens to enable you to choose the drawer, the document name, and the document folder(s). If there are no applications open in the Virtual Office CS or SaaS environment, you will receive the following alert.

Alert

The document is successfully printed to Virtual Office, however... The document is not yet stored in FileCabinet CS. The transfer will occur when you are connected to Virtual Office running FileCabinet CS.

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FCSerror

Troubleshooting steps if no documents are printed

FileCabinet CS recognizes that a document has been queued to print; a message is displayed that indicates that the document is in the queue, and will finish the next time that you open the application. Also, the Document Names dialog opens when you open the application to remind you that print jobs are available.

If no documents print, verify and complete the following steps, and then re-test printing.

Verify that CSVOXfr_client.dll exists

Navigate to C:\Program Files (x86)\Citrix\ica client and that the CSVOXfr_client.dll file exists. If the file is missing, reinstall the print driver to recreate the CSVOXfr_client.dll file.

If the file exists, continue to the next step.

Reset Citrix Receiver

Resetting Citrix Receiver can remove settings or temporary files that could have been saved incorrectly, follow the instructions below to reset your Citrix Receiver client.

  1. Press the Windows key + B and press Enter to open the Windows system tray.
  2. Find and right-click on the Citrix Receiver Icon.

    Hovering over an icon with your mouse will tell you the name of the application.

  3. Choose Advanced Preferences.
  4. Click Reset Receiver and follow the prompts to reset your Citrix Receiver client.
  5. If prompted to Add an account, click Close.

Uninstall and reinstall Citrix and the FileCabinet CS Virtual Office Print Driver

  1. Open the Control Panel.
  2. Click Programs and Features. (Note: The options that are available depend on whether Control Panel is in Category, Small icons, or Large icons view mode.)
    1. When in the Category view mode, click Uninstall a program.
    2. When in the Small or Large icons view mode, choose Programs and Features.
  3. Uninstall the following items from the list of programs.
    • FileCabinet CS Virtual Office Print Driver
    • Citrix Receiver

      Note: If Citrix Receiver is not listed look for VO Citrix.

  4. Stop the print spooler.
  5. Open the Control Panel in Windows.
  6. Click Administrative Tools. (Note: The options that are available depend on whether the Control Panel is in Category, Small icons, or Large icons view mode.)
    1. When in the Category view mode, click System and Security, and then Administrative Tools.
    2. When in the Small or Large icons view mode, choose Administrative Tools.
  7. Double-click on Services to open the Services window.
  8. Find and right-click Print Spooler in the list of services, and select Stop.
  9. Navigate to C:\Windows\System32\Spool\prtprocs\w32x86\ folder in a 32-bit systems, and C:\Windows\System32\Spool\prtprocs\x64 folder in a 64-bit system, and delete the following files.
    • csintprt.dll
    • csintprt.pdb

    Note: Do not delete any files that start with CSA; these files are for Engagement CS.

  10. Right-click Print Spooler in the list of services, and select Start.
  11. Delete the following folders, if they exist.
    • C:\Program Files (x86)\Citrix
    • C:\Users\<userID>\AppData\Local\Citrix
    • C:\Users\<userID>\AppData\Local\ICAClient
    • C:\Users\<userID>\AppData\Roaming\Citrix
    • C:\Users\<userID>\AppData\Roaming\ICAClient
  12. Reinstall applications in the following order.
    1. Citrix Receiver
    2. FileCabinet CS Virtual Office Print Driver

All prior print jobs will appear unless you clear the temp files stored in the C:\Users\<userID>\AppData\Local\Temp\CSVOXfr_workdir<userID> folder.

Register CSVO_Cabinet_PageAdder_Client.dll

If the Documents dialog does not appear as it should, and you've completed the steps above, try registering the CSVO_Cabinet_PageAdder_Client.dll.

  1. Click the Start button and enter cmd in the Search Programs and Files field.
  2. Right-click the cmd.exe and choose Run as Administrator.
  3. At the command prompt, enter regsvr32 "C:\WINCSI\CABINET\VOClient\CSVO_Cabinet_PageAdder_Client.dll", and then press Enter.
  4. If you receive an error message it's possible that the Windows configuration is causing this registration to fail.  If this occurs, we recommend that you contact your qualified IT professional to assist you.

Print dialogs do not appear when the document is printed

If the documents have printed to FileCabinet CS, but the Print dialog does not appear, or a message regarding the transfer of the files does not appear, follow these troubleshooting steps. Attempt to print again after each section.

Verify user preferences

Choose Setup > User Preferences, click the Misc tab, and clear the following checkboxes, if marked.

Print dialogs appear and the document is not printed

If the print dialogs appear and documents have not printed, follow these troubleshooting steps.

Reset Pending Activity

If FileCabinet CS sees any pending print activity, the application provides an option to reset it.

  1. In FileCabinet CS, select Help > Repair, and click the Misc tab.
  2. Click on the button to Reset Print Jobs.

    This option will not be available if there is nothing to be reset.

Verify Print driver isolation settings

  1. Open the Control Panel.
  2. Click Administrative Tools. (Note: The options that are available depend on whether the Control Panel is in Category, Small icons, or Large icons view mode.)
    1. When in the Category view mode, click System and Security.
    2. In the Small or Large icons view mode, choose Administrative tools.
  3. Choose Print Management from the list. If this option is not available, continue to the next step.
  4. Click the All Drivers folder.
  5. Verify that the Driver Isolation column in the middle pane indicates None for the Filecabinet Solution driver.
  6. If the driver indicates something other than None, right-click the driver and choose Set Isolation level > None.
  7. If the driver indicates None, continue to the next troubleshooting step.

Check default printer configuration

To render documents correctly when you print from FileCabinet CS, the FileCabinet CS Virtual Office Print Driver must reference your workstation's default printer. Be sure that you are using the manufacturer's most recent driver, and if necessary, consider switching your default printer to a different device or driver for testing purposes.

Note: Do not set the FileCabinet CS Virtual Office Print Driver as the Windows default printer.

For instructions on changing your Windows default print driver for your operating system, refer to the following Microsoft articles.

Clear the local temp folders

Part of general workstation maintenance and best practice is to clear local temporary files and folders from your workstation. Because these are part of the printing process, it may be helpful to clear the local temporary files and folders if you are experiencing issues printing to FileCabinet CS.

  1. Close all open applications.
  2. Navigate to C:\Users\<userID>\AppData\Local\Temp.

    Note: The AppData folder is hidden by default. You may need to make hidden folders visible on your workstation to select it, or you can manually enter the path in the address bar of your file Explorer window to navigate to that folder.

  3. Select all items in the folder and then delete them. If a file cannot be deleted because it is in use, click the Skip button.

    You can use the CTRL + A keyboard shortcut to select all, and then you can mark the Do this for all current items checkbox to skip all current items.

  4. Navigate to C:\Windows\Temp and repeat steps 2 and 3 in this folder.
  5. When the deletion is complete for both folders, empty your recycle bin.