Does anyone else have this sort of problem with their Boca Printer? This happens to me all the time and it's absolutely the most inconvenient, especially on show nights at the box office sales window. It'll happen on Batch Prints and normal ticket order prints, the ticket printer will just stop printing tickets mid print and I'll have to restart my computer entirely, re-log into citrix and when Tessitura opens back up it continues the print as normal. This happens both in my office on our wired internet connection as well as at venues when I use a wireless hot spot.
I've reached out with TASK tickets but the problem happens so randomly that I can't recreate it when I need to, and nothing can be found otherwise through troubleshooting. I've checked printer spooling and there doesn't seem to be a problem there. I'm out of options.
If anyone could help that'd be amazing, this problem has been ongoing for over a year, sometimes causing me to have to restart my computer up to 3 -5 times while trying to run a sales window at shows and I'd love to be able to go into a show night without ticket printer anxiety. So come on, great minds, let's try to help me figure this one out!
Thanks,
Jonathan
We are having the same issue, it only happens every so often but often at busy, inconvenient times. I have not been able to recreate it, our IT department has us reset all of the printers at once, which does help for a bit. Looking for a solution as well.
Neal
Are you on RAMP, by any chance? I had this issue when we first moved from 2x to Citrix for our RAMP connection. It turned out to be something with my antivirus software. We had to create a special set of exceptions on any computer that printed to the Bocas. After a while, I finally got on a conference call with some of the RAMP team and they watched the back end of our RAMP connection as I did a batch print, and the found that about 1/2 through, the printer connection was showing as "offline." But here in my office, it was online and others could print an order to it. Super weird.
In order to actually diagnose the issue as being my antivirus software, I went about 2 weeks without the antivirus software on my computer (sooooo nerve wracking). After those two weeks of being able to print with no errors, my IT person went in and created a new "group" in our antivirus software with special settings for all of the ticketing computers.
If you're on RAMP, I'd recommend checking out the antivirus, and I worked pretty closely with Christy Carlson and Mickey Lund with RAMP support during the process of getting it fixed.
I hope this was helpful. Good luck!
I could spend a half hour ranting about the infuriating un-troubleshootability of random and irreproducible BOCA problems, but for better or for worse, have you gotten in touch with BOCA support and tried a field update of the printer firmware? It's a bit like speaking a magic incantation and doing interpretive dance to solve a technical problem, but sometimes it ends up being the solution.
We had this same issue too. The specific problem we experienced was that as soon as Citrix timed out in the web browser, the BOCAs would stop printing (even if it was in the middle of a print run).
I'm not sure if they'll help in your specific situation, but the exclusions RAMP suggested we implement are below. RAMP also suggested we shut-off antivirus on one system to see if that made a difference. The exclusions worked initially, but since Webroot (our antivirus software) released an update around the end of November 2017, which made the exclusions irrelevant, our outsourced IT vendor (who, unlike some vendors, is VERY helpful), just installed the Webroot update and deleted the exclusions. I haven't had any complaints from users since.
Best of luck and please keep me updated!
Sara
RAMP SUGGESTIONS...Sometimes, anti-virus software can cause problems (especially noticed with printing) when using Citrix Receiver. This can be mitigated by putting in an exclusion in the anti-virus software. The recommended exclusions for the receiver are:%programfiles(x86)%\Citrix\ICA Client\CDViewer.exe%programfiles(x86)%\Citrix\ICA Client\concentr.exe%programfiles(x86)%\Citrix\ICA Client\MediaEngineService.exe%programfiles(x86)%\Citrix\ICA Client\wfica32.exe%programfiles(x86)%\Citrix\ICA Client\AuthManager\AuthManSvr.exe%programfiles(x86)%\Citrix\ICA Client\SelfServicePlugin\SelfService.exe%programfiles(x86)%\Citrix\ICA Client\SelfServicePlugin\SelfServicePlugin.exe Also - if your anti-virus software is webroot, turn off a setting called “Scan files when written or modified” We also encourage you to reach out to your anti-virus vendor to see if they have further recommendations for Citrix Xenapp.