Troubleshooting Citrix Printing Issues

Documents are Printing as Blank Pages

If you are trying to print from an AdvancePro cloud session and the pages are coming out blank, please try the steps listed in the following article:

Printing Settings in Citrix Sessions do Not Match the Local Printer Settings

By default, printer settings (layout, page size, etc.) that are set from within a Citrix session are saved for future sessions. This can result in a discrepancy between what is shown in the local printer settings and the settings in the Citrix session.
To stop the printer settings from being retained (so that the settings from the local printer are used each time), the following registry update can be performed on the server:
  • For 64-bit, HKLM\SOFTWARE\Wow6432Node\Citrix\ICA Client\Engine\Lockdown Profiles\All Regions\Preferences
  • For 32-bit, HKEY_LOCAL_MACHINE\SOFTWARE\Citrix\ICA Client\Engine\Lockdown Profiles\All Regions\Preferences
  • Create the following registry key:
    • Name: Win32FavorRetainedPrinterSettings
    • Data Type: REG_SZ
    • Value Data: false
  • Restart the Citrix Print Manager Service.
IMPORTANT: any changes to the registry must be performed very carefully as they can affect the stability of the server. Please contact AdvancePro support to make this change.
If you still encounter problems with printer setting discrepancies, the following Citrix Xenapp policies can also be tried (contact AdvancePro support to apply the change):
Policies > User > Printing > Client Printers > Printer Property Retention:
  • Held in profile only if not saved on client
  • Saved on client device only
  • Retained in user profile only
Note: try one at a time and test to determine if it resolves the problem.

Printer Selection in QuickBooks is Not Remembered from the Previous Session

Default printers for each document type are set by going to File > Printer Setup. However, QuickBooks remembers which printer to use based on its name, which may change each time you into a Citrix session. This will then cause QuickBooks to not find the selected printer and revert to the first printer in the list.
To change the printer naming convention so that the name remains consistent, the following Citrix Xenapp policy can be set (contact AdvancePro support for this):
Policies > User > Settings > Printing > Client Printers > Legacy client printers and then select Create old-style client printers