PaintShopPro 2018 Crashes When Printing to HP OfficetJet Pro 6978

[heybob14evr]

When attempting to print to my new HP OfficeJet Pro 6978 from PaintshopPro 2018 Ultimate (hereafter referred to as PSP18) in 64-bit mode under Windows 10 the program experiences a fatal error and crashes.  I have worked for 4 days w/Corel support.  Their conclusion is that the problem is in the 64-bit printer driver.  I am able to print in PSP18 32-bit mode.

In addition to resetting the PSP18 default values, deleting Temp files, and uninstalling/reinstalling PSP18 without any change in the resulting crash sequence/result, I have (no less than three times), downloaded/installed (from HP website) the latest available printer driver (June xx, 2017, I believe).

I am in dire need of a solution to this situation, and Corel Support is apparently out of suggestions/answers.

I really like this printer, but picture printing is/was the primary reason for my purchase, and if I cannot print in 64-bit mode, I will be requesting an RMA.

[Dragon-Fur]

@heybob14evr

Reference

32-bit and 64-bit explained

The printer software and the PaintShop software are part of the equation -- much else depends on the computer hardware (available resources, cpu type / speed, memory, disk space, disk type, etc) and the Operating System (whether the Updates are current and the File System is healthy).

The network connection, should the printer be connected to the local network, can play a role -- transfer speed and load, router type and firmware version, type of connection.

Assuming that your projects indeed require the use of the 64bit PaintShop software, that the Operating System is current and healthy, that the hardware and the file system are not overloaded, that the network is capable of handling whatever you are throwing at it, and that the printer is otherwise healthy and operational, consider:

Firmware

Consider installing the printer Firmware

READ (if provided) all instructions before installing the firmware

If / After the firmware is installed, Restart the computer and log in

References

Datasheet

Full Feature Software

Printer Homepage – “Things that are your printer”

Drivers and Software, Videos, How-to, Troubleshooting, Manuals, Product Information, and more

HP OfficeJet Pro 6978 All-in-One Printer

HP Print and Scan Doctor – Help Resolve Printer Issues

Side Bar:

Our community forum cannot handle any requests for returns, purchases, exchanges -- please contact HP and speak with an agent.  I believe the standard return for items purchased from HP is 30 days -- policies may vary widely by region -- please verify this is the case for your location.

You can also contact HP for specific help (other than return).

Open Browser to HP Forum,

Scroll down to the bottom of the page,

Click Contact HP

Click Shopping or Support > Get Started

Thank you for participating in the HP Community Forum.

We are a community of HP enthusiasts dedicated to supporting HP devices and technology.

[heybob14evr]

I have now been working on this problem ALL DAY without success.  I had Level 2 support on the phone for over 2 hours.  I subscribed to their support for two years at a cost of $300.00!  And STILL I have the inability to print to my recently-purchased (last week), $113.00 HP OfficeJet 6978 printer!  My latest action(s): remove (uninstall) all HP printer software and hardware.  Re-boot computer. (Re-)Install printer software suite from HP website.  Run HP Scan and Fix (checked out fine...no problems detected).  Re-boot.  (All PSP18Ult. was previously removed.) Re-install PSP18Ult. using backup CD. Test...CRASHED! 

Error message is: "Tab Control Failed to Initialize".  Researched what a Tab Control is.  My conclusion: has to be in the Source Code.  

Goal: Get someone's/ANYONE'S attention at Corel to fix this!

Did not have this problem with this same program while using my Epson XP-820 printer.  Last action will be return 6978 to HP; return to using Epson XP-820; Pay the $300 charge for support and write-off the whole fiasco!  Might also just kick Corel to the curb as well.

[ckhowe]

I have the same printer, and same version of corel paint shop pro. I upgraded to 2018 because I was having the same problem with version x8.  I'm so frustrated not being able to print to my printer from this program. I've done all the same steps you have, with NO success.  Interestingly enough, corel psp will print to my other printers, just not the new one that I purchased specifically for this use. 

I'll contact corel again, and let them know that you are not the only person having this issue.  I can't believe that they would have an error in two versions and do nothing to fix it.

Frustrating for sure!

[Woody109]

I too am having this same problem.  I have a 64-Bit Dell XPS-8900 running Windows 10 64-Bit.  Paint Shop Pro 2018 crashes every time I try to print a picture.  The error messages are: 

“Tab Control Failed to Initialize”.

And

“Corel Paint Shop Pro 2018 has stopped working.”

Every other program I'm running, including Office 2016, prints perfectly.

I have tried everything PSP Support has guessed might be wrong and I still have the same issue.

Their latest comment: "This is a common error when trying to print using a 64-bit version of PaintShop Pro. This is due to incompatible bit version drivers of the printer and the current bit version of PSP. Most printer drivers are only in 32-bit as it uses the old technology called TWAIN. I would suggest the best solution to this is to print using the 32-bit version of PSP. If 32-bit is not installed, reinstall PaintShop Pro then choose to install both bit version during installation."

This sounds like BS to me.  Has anyone found a solution to printing to the 6900 series using PSP-2018 64-Bit.

They are correct in one thing, PSP-2018 32-Bit does print in this environment.

[heybob14evr]

Before I give you MY solution, I want to be clear: I worked on this for a VERY, VERY long time, and tried, without success, to convince Corel to elevate it, even to the point of making their executives aware of the potential for negative impact on their product sales, as well as their support.  Apparently, they either don't care, or didn't get involved.  Their support people gave me the same BS, work-around they gave you; print in 32-bit mode.  I told them that that was not a satisfactory answer, as it did not address or correct the problem.  Again; apathy.

Also, I had removed and re-installed the program numerous times.  My re-installs were done by downloading from the PSP18 download site.  

It wasn't until I re-installed the program from my PSP18 backup DVD that I got the problem solved.

I suggest you remove any/all previous installs of PSP18 and/or prior versions and uninstall/remove your printer.  

NEXT: Run a registry cleaner that you trust.

Now install the PSP18 from an OEM DVD.  After installation, allow/install updates from Corel.

Install your printer and test.

Do not install the PSP18 using Corel's downloaded software.  I don't know if it is the cause of your problem or not, but I know that it did nothing to fix.  

Also, I recommend "Shut Down" (NOT re-starts) between each step.

I really hope this works for you and the others who Corel has chosen to screw by not addressing this problem.

I can honestly say that after many, many YEARS of program update purchases, I have made my last contribution to their success.  They can all kiss mine!

[Woody109]

Thanks for your reply and your suggestions.  I used your suggestion but it didn't work for me. 

I have asked twice that the problem be elevated to a higher lever of tech support and have been ignored.  The tech support has been less than satisfactory.  I received instructions for a procedure that were apparently from an older version of Windows, not the Windows 10 I told support I was using.  Another instruction referenced a different product from Paint Shop Pro.  A third instruction gave me instructions for menu commands not present on PSP 2018.

Needless to say, the problem has not been resolved and if anyone else has a suggestion I'd appreciate your comments.

[heybob14evr]

Woody109,

Sorry that my suggestion didn't work for you.  As you may know, Corel has been aware of this particular problem for just about one year.

I wonder if there is some way, or some Federal office that can/would be interested in their indifference to their customers.

Since my printer differs from yours (HP OfficeJet P)ro 6978), I do not believe it is printer/printer driver specific, and I feel Corel has stalled long enough.

If you re-read my original post, you will see that I invested $300.00 with a company which Corel refers their complaints that they do not wish to deal with directly.  The 3rd party guys worked for hours and days on my computer, and I don't really think that it was anything they did that resolved the problem, so I now have a (2-yr.) tech-support policy of questionable need/value.  

I am so mad at Corel for this incident, that I can't describe my anger and contempt for them.

I wonder if they have a social media presence...I would bet the farm they do.  When I find it, I assure you, they will probably remove my scathing post.

I have rambled on enough without being of assistance.  All I can do is say Good Luck!  I am as out of ideas and suggestions as a newborn.  

Don't hesitate to contact me if you come up with anything.

Bob

[ckhowe]

I had an ongoing issue with corel regarding corel draw and figured while I had their attention I would complain about my psp printer errors too.  Below is the response that I just got from them.  Looks like they will be fixing it.. when they get good and ready...

Thank you for contacting Corel Technical Support.

We appreciate your time in letting us know the status of this ticket.

Upon checking on the reports, this is an already reported issue on our end, regarding crashing issue with the 64-bit version.
Moving forward, just use the 32-bit version until the 64-bit issue is addressed in the next patch.

You may also be informed by our newsletter for updates regarding the program. Please refer to the link provided for you to sign up to our updates in the program release.

http://learn.corel.com/sign-up/

[verity6]

This issue definitely has not been fixed as of July 2018 because I'm having it.

Just upgraded my PSP (which I've been using for more than 20 years) to the 2018 version, and the 64-bit software crashes when I print to my HP Envy (also fairly new). 32-bit does print. 

I get the same  "Tab control failed to initialize."

Unbelievable.

(Had to stop using PSP X8 64-bit version as well, and revert to the 32-bit, because of various crashing issues. Almost at the end of my tether with Corel - I've already stopped buying their other software.)