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SP10 Chart Documents Blank When Printed SR# 1-750811016

Bugs, Known Issues, Open Cases

Last Post by Anonymous 1 second ago

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pandait

(@pandait)

Posts: 43

Trusted Member

Topic starter

Hi All,

Since upgrading to SP10 on 09/17/2015 when printing/previewing chart documents some are blank where the chart text should be. The text is visible in the chart, but blank when printed/previewed. This happens with both old and new documents, but not every chart. Not every document in the chart is blank only some, but they will always be blank when printed or previewed. It happens with both old and new charts and if the document is blank it is blank for everyone.

The text can be copied and pasted into wordpad or word fine, but this is not a workaround when printing the entire chart since there is no indication which documents will be blank until printed. I have installed a clean copy of the client without our content, but with the same result. Opening the same document in the same chart in our dev environment (a snapshot made immediately after the upgrade) has the same result.

I opened an SR with GE on 10/6/2015, but was only contacted about my availability to go over the issue today. This was after eventually contacting our sales person and asking if she could get the ticket escalated, since GE did not return my call nor did they respond to updating the SR with a request for escalation or to involve a supervisor.

If anyone has any ideas or knows of a workaround I'd appreciate hearing about it.

UPDATE 10/27/2015:

I did a WebEx with an L2 tech on Thursday 10/22/2015. This is a known issue as others have said and did not affect new documents as our staff kept reporting. I was told it is particularly an issue for those who upgraded from Version 10 directly to Version 12. The issue is the MIMETYPE column in the DOCUMENT table is null. GE created a script I ran after hours to set the null values to text/rtf, but there is an issue if you have CVS documents set to null. Those need to be set to text/xml, so running the script isn't straight forward if you aren't comfortable with SQL.

Thank you,

Steve

Posted : October 14, 2015 12:00 pm

Marketing Committee

(@marketing_committee)

Posts: 358

Reputable Member

Steve,

I assume these are old documents that aren't printing? GE should have a fix script that you can run.

Posted : October 15, 2015 8:10 am

Marketing Committee

(@marketing_committee)

Posts: 358

Reputable Member

p.s. If they don't get back to you soon please let me know.

Posted : October 15, 2015 8:11 am

clinkinhoker

(@clinkinhoker)

Posts: 58

Trusted Member

I had the same thing happen this week when printing old (2006) documents from a chart.
Can I get your SR#?
Thanks,
Cheryl

Posted : October 15, 2015 8:16 am

pandait

(@pandait)

Posts: 43

Trusted Member

Topic starter

Hi Cheryl,

It's SR# 1-750811016. Our staff are saying this is happening with new documents as well and with old and new charts. If we get it resolved I'll let you know.

Steve

Posted : October 15, 2015 9:51 am

pandait

(@pandait)

Posts: 43

Trusted Member

Topic starter

Hi Bovie,

According to our staff this is happening with new documents as well. GE is supposed to do a WebEx today.

Thank you,

Steve

Posted : October 15, 2015 9:52 am

pandait

(@pandait)

Posts: 43

Trusted Member

Topic starter

Just did a webex with GE. The tech has no idea, but is going to forward it to a senior tech and will get back to me by the end of the day. Of course he didn't specify which day. 🙂

I made the mistake of asking if this was a known issue and if so if it was fixed in SP11, when I filed the ticket. So it apparently was changed from a support request to a request to upgrade to SP11, that's why no one responded!

Steve

Posted : October 15, 2015 10:28 am

pandait

(@pandait)

Posts: 43

Trusted Member

Topic starter

Hi Derrick,

Any idea what the fix script does? I'd like to take a look in the database and see if it's the same issue since I haven't heard back from GE after the WebEx on Thursday.

Thank you,

Steve

Posted : October 19, 2015 5:21 am

Marketing Committee

(@marketing_committee)

Posts: 358

Reputable Member

Steve,

Sorry I don't have a lot of details It fixes something with the old documents that didn't convert right during the conversion something is NULL when it shouldn't be. In the short term you can try taking the old mlprint.dll from pre SP10 and replace the SP10 version and see if it printers.

Posted : October 19, 2015 5:52 am

pandait

(@pandait)

Posts: 43

Trusted Member

Topic starter

Hi Bovie,

Changing the mlPrint.dll with the older version seems to correct the problem. I'll update my ticket and see if GE gets back, but that seems to be a workaround for the time being. I appreciate your help.

Thank you,

Steve

Posted : October 19, 2015 6:05 am

Marketing Committee

(@marketing_committee)

Posts: 358

Reputable Member

Great. That should tie you over. It isn't a long term fix though. You still need GE to give you the update script.

Posted : October 19, 2015 6:21 am

pandait

(@pandait)

Posts: 43

Trusted Member

Topic starter

Yeah, when I updated the ticket I we only consider this a workaround and we need a permanent solution. I'll see if anyone gets back in touch.

Steve

Posted : October 19, 2015 6:43 am

tnc

(@tnc)

Posts: 517

Honorable Member

>mlprint.dll from pre SP10 and replace the SP10 version

If that fixes it then it means that the NULL value may have happened during some previous upgrade but not necessarily 12.0.10 and that the mlprint.dll prior to SP10 doesn't care about it. I would recommend anyone moving to 12.0.10 get a hold of this script and run it before upgrading as a safeguard.

This happened to me when I upgraded, Bovie called it correctly when it happened to me.

Mike Zavolas
Tallahassee neurological Clinic

Posted : October 22, 2015 9:27 am

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