After Update to Mac OS 10.13 High Sierra - Printer M553dn undefinedresult xshow message

[ekkis]

Hi All,

Long time reader of this thread, first time posting... the error is still happening and lately even more Mac's are affected. We have HP LaserJet 700 color MFP M775 (and z) printers.

Here's my list of what I've done or tried, or found out through our power users:

- The error happens mostly on High Sierra, but I've seen the problem come up on a Sierra machine as well.

- Seems to happen with some PDF's and Word/Excel.

- Preview seems to have most problems with PDF's, sometimes (yet not always) changing to Adobe Reader solves the problem.

- The problem seems to be, sometimes but not always again, document related. Same document might produce the error on 2 different users and machines, but not on the third user/machine.

- Sometimes that same document printed by the same user and machine, when printed multiple times, actually does print out OK but others produce the error

- Happens with IPP and LPD direct printing through IP and also through the print server

- Changing the driver to, for example, Generic PostScript, does not help.

- Resetting and reinstalling printing system and drivers does not help

- Updating the Drivers does not help (or the drivers for our printers aren't update in the driver bundle provided by HP)

- Opening the cups webinterface and installing the printer from there does not necessarily help.

- Changing the font does not always help, but sometimes does.

This is quite puzzling, I've yet to find some logic in this which kinda makes finding a solution impossible.

Our users are getting ticked off, as am I. 

[VoGUIO]

Older versions of Microsoft Office for Mac might contribute to some of the failures to print Office documents.

https://support.office.com/en-us/article/Microsoft-Office-support-for-macOS-10-13-High-Sierra-80bbd3...

[maurpra]

I do have Office 2016 for Mac on all the Mac (which replaced the Office 2011) which was installed priot to High Sierra upgrade.

Again, I do have PLAIN EMAIL TEXT messages which create the error, whatever the font I try to re-edit them with.

Such emails, DOES print on HP MFP printers we have in the network, but DO NOT print on HP M605.

What I noticed is that the specific driver version of the MFP is higher (19.21) than the one on the M605 (19.13), in any event the BOTH come included with the same driver packages, whenever installed through EasyStart or Apple sw update HP Printer Drivers V5.1

Definitely is something new which came in with High Sierra upgrade but is tighly connected with the driver implementation from HP (with some revision works, with others not).  

HP and Apple should sit together and understand what's went wrong......

[dermaforce]

Adding that we are also experiencing the:

ERROR: undefinedresult

OFFENDING COMMAND: xshow

for  HP Color LaserJet Enterprise MFP M577 series

printing docs from Office 15.41

after upgrading Macs to OS X 10.13.x

... have also reported to HP and Apple.

[IronBadger]

@jnielsen7

There will eventually be a fix available for our entire fleet of FutureSmart 3 and 4 devices.  You can see the FutureSmart Level on the configuration page of the printer.

[ekkis]

Hi there,

a small update.

I have a PDF document now in my posession that produces the error. Done with Microsoft Office most likely version N/A, converted to a PDF. Does not have Calibri in the fonts section, but has all the fonts as "Embedded Subset".

- Printing from preview produces the xshow error

- Printing from Adobe Reader DC does not produce the error, but nothing comes out.

However, while changing advanced printing settings via Adobe Reader to 'print as image" -> the print comes out as it should, no errors in sight.

Not sure if this has come up on the thread already, but just wanted to share the findings and hopefully help some one else dealing with the issue.

[G-V-H]

Yes, ekkis, "printing pdf as image" with Adobe Acrobat or Reader is - for the time beeing - apparently the only really safe method to print. So convert output to pdf first if necessary.

Cf. contributions of IronBadger (‎01-09-2018 08:49 AM) or myself (‎01-09-2018 07:20 AM) and several times before, which confirms the success! 

Printing as image is the standard procedure to print kind of "corrupted" pdfs. Seems to help even with corrupted printing procedures.

[IronBadger]

Just a quick update.

FutureSmart 4.5.0.1 hot fix that released today does not have the fix for this issue.  This update was already through Quality Assurance before this fix could be applied and is specific to the following security updates.

From the Read Me this update includes the following:

Security/Authentication:

This firmware disables the "TFTP Configuration File" setting to prevent unauthorized device resets.

This firmware addresses the following security issues:

CVE-2017-13077: Reinstallation of the pairwise encryption key (PTK-TK) in the 4-way handshake.

CVE-2017-13078: Reinstallation of the group key (GTK) in the 4-way handshake.

CVE-2017-13079: Reinstallation of the integrity group key (IGTK) in the 4-way handshake.

CVE-2017-13080: Reinstallation of the group key (GTK) in the group key handshake.

CVE-2017-13081: Reinstallation of the integrity group key (IGTK) in the group key handshake. Embedded JetDirect:

Printer is showing offline after registering to Google Cloud Print.

[My1320]

ekkis wrote: 

- Changing the font does not always help, but sometimes does.

ekkis,

Some people, inc. I, have had success, not by changing the font, but by uploading it to FontBook when the font does not appear there. See important details in message 110 in this thread, which was based on earlier advice (e.g. msgs 25,36,45&c).

Note that this may not solve some issues with PDFs (depending on their source?), though use of Acrobat (Reader) instead of Preview may get around this (according to some).

Also note that the error does not occur with printers that use later version drivers than PPD File v19.13 (installed with v5.1 Update) which may explain your observation.

It now occurs to me that very many years ago I could load extra fonts to remain in a PS printer memory to speed printing, but I have no idea whether that is still possible: if it was, then loading that Calibri font might be a general enterprise fix until a printer was restarted.

Good luck, Paul

[PaulGC]

This worked for me.  Thanks for the suggestion!