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Issue 619822 link

Starred by 5 users
Status: Archived
Owner:
█ paolof@chromium.org
Last visit > 30 days ago
Closed: Dec 13
Cc:
█ paolof@chromium.org
█ bblietz@chromium.org
█ pwestbro@chromium.org
Components:
EstimatedDays: ----
NextAction: ----
OS: Chrome , Mac
Pri: 3
Type: Bug


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Chrome-Bug-Cleanup


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Cannot print documents that has special characters (e.g. emoji) through cloud print

Project Member Reported by soushi@chromium.org, Jun 14 2016 
Version of Google Chrome (Wrench-> About Google Chrome):48.0.2564.116, 50.0.2661.87 
Version of Google Chrome OS:48.0.2564.116, 50.0.2661.87 

[Issue description]
Customer cannot print document that has special characters (e.g. emoji) through cloud print.
The printer just discard the print job.

I tried to reproduce it. But in my case, the printer printed the document without emoji characters.

[Steps to reproduce the issue]
1. Create a Google Doc and select Insert, Special Characters 
2. Print using Google Cloud Print to a Konica Minolta bizHub C3350 with Google Cloud Print option kit installed. 
3. The printer just discard the print job.

[URL of affected file]
Please print this document. it may has issues on special characters, or you cannot print it.
https://docs.google.com/a/google.com/document/d/1lF3AW5IaQjhi0BBlUtOa5aOMeDhi-FIb_Ki0grFBFPs/edit?usp=sharing

[Logs]
- JSON log from printer look up API: https://drive.google.com/a/google.com/file/d/0B8hJbBKk0-c4TWc4aDdUNW51Mkk/view?usp=sharing
- JSON log from job look up API: https://drive.google.com/a/google.com/file/d/0B8hJbBKk0-c4djhQV1pheDBWV3c/view?usp=sharing
- System.log : https://drive.google.com/a/google.com/file/d/0B8hJbBKk0-c4dVNoWTNGLUw4UXM/view?usp=sharing
- Script.log : https://drive.google.com/a/google.com/file/d/0B8hJbBKk0-c4TGRtWnRPeXhZUlE/view?usp=sharing

[Print result]
Customer claims that the printer doesn't start the print job. In the fact, as you can see from the log file for the job, the status is "Print failure".

"uiState": {
    "summary": "ERROR",
    "progress": "Pages printed: 0 of 1",
    "cause": "Print failure"
}

In my case, the printer printed, but it's incorrect document. There are no emoji characters on the printed documents.

> Print result #1 (Ricoh MP C4503A): https://drive.google.com/a/google.com/file/d/0B8hJbBKk0-c4cjJ0alM4djBBYzg/view?usp=sharing

> Print result #2 (OKI B432): https://drive.google.com/a/google.com/file/d/0B8hJbBKk0-c4VjZObjFLN01jblk/view?usp=sharing

Comment 1 by thestig@chromium.org, Jun 15 2016 

Does it work if they print directly to a local printer instead?

Comment 2 by thestig@chromium.org, Jun 15 2016 

Oh, is this on a Chromebook? How is Mac involved here? Is there a Mac that's the cloud printer proxy? Or is it that Macs cannot print emojis either?

Comment 3 by thestig@chromium.org, Jun 15 2016 

And does the document look correct when viewed? I tested on Windows and Linux just now, and both of the computers cannot even view the document correctly in Docs. Some of the fonts show up as squares / tofu.

Comment 4 by bblietz@chromium.org, Jun 17 2016

Cc: bblietz@chromium.org pwestbro@chromium.org paolof@chromium.org

Comment 5 by soushi@chromium.org, Jun 20 2016 

- Does it work if they print directly to a local printer instead?
Sorry, I'm not sure, because all tests were using cloud print.
There are 3 test cases.
1st one is customer's case: They printed from Chromebook with Konica Minolta bizHub C3350 (Google Cloud Print option kit installed) through cloud print.
2nd and 3rd one are my test cases. I printed from Macbook with Ricoh MP C4503A and OKI B432 through cloud print.

- Oh, is this on a Chromebook? How is Mac involved here? Is there a Mac that's the cloud printer proxy? Or is it that Macs cannot print emojis either?
1st case: From Chromebook, cloud print.
2nd case: From Mac that's not cloud printer proxy. Mac also cannot print emoji.
3rd case: From Mac that's not cloud printer proxy. Mac also cannot print emoji.
The difference between 2nd and 3rd case is whether proxy is exist or the printer directly connected to cloud print platform.

- And does the document look correct when viewed? I tested on Windows and Linux just now, and both of the computers cannot even view the document correctly in Docs.
Oh! That's really strange.
I have tested Mac and Chromebook.
When I open the doc on Google Doc, it shows correctly. but in the print preview, the document is not showing correctly. (As the same you described, some of the fonts show up as squares / tofu.)

I think this would be a converting issue from Doc to PDF.
mac_printpreview.png
394 KB View Download
chromebook.png
284 KB View Download
chromebook_printpreview.png
250 KB View Download

Comment 6 by yi...@g.sjs.edu.hk, Jun 20 2016 

Our school is using Acer C720 Chromebook and we can printed the Google Doc with emoji with HP Color Laserjet 5550 dtn using system dialog on a Windows laptop.

Comment 7 by bblietz@chromium.org, Jun 20 2016

Owner: paolof@chromium.org

Comment 8 by dchan@google.com, Jun 21 2016

Status: Assigned (was: Unconfirmed)

Comment 9 by sylcat@google.com, Dec 7 

Hello!
This bug is receiving this notice because there has been no acknowledgment of its existence in quite a bit of time
- If you are currently working on this bug, please provide an update.
- If you are currently affected by this bug, please update with your current symptoms and relevant logs.

If there has been no updates provided by EOD Wednesday, 12/12/18 (5pm EST), this bug will be archived and can be re-opened at any time deemed necessary.

Thank you!

Comment 10 by sylcat@google.com, Dec 13

Status: Archived (was: Assigned)
Due to lack of action this bug has been Archived. If work is still being done on this issue or you are still experiencing this issue please feel free to re-open with the appropriate information.
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