If the Virtual Printer is not working, the most common cause is that either the client-side software "Print Application" is not running in the Task Manager of the user's local computer, or that the Virtual Printer (server) software has been installed on the user's local computer, rather than the Virtual Printer (workstation) version (Setup-VirtualPrinter-Client.exe). Below are the troubleshooting steps in detail for both the client and server sides.


Please note that the Virtual Printer is not compatible with our HTML5 client. If you are using the HTML5 client, please use the Universal Printer instead.




Client-Side Troubleshooting


1. Make sure the correct version is installed and up to date - Navigate to the Windows Control Panel > Programs and Features and verify that the Virtual Printer (workstation) version is installed and not the Virtual Printer (server), and that the version installed is the latest. At the time of this writing, the newest version is 1.7.2.1. 


The client-side Virtual Printer installer can be found on the TSplus Remote Access server in the location: C:\Program Files (x86)\TSplus\UserDesktop\files\addons\Setup-VirtualPrinter-Client.exe


2. Open the Task Manager, and ensure that the "Print Application" is running (see screenshots 1 and 2 for reference) -  If it is not, click the Startup tab in the Task Manager and ensure that the status is enabled, then manually start the application located at C:\Windows\System32\vpprint.exe. The application may also be named "vpprint."


3. Ensure that the Windows service "FabulaTech Netlink 3 supervisor service" is running.


4. Verify that there are no issues with the print spooler - If the user can print locally, then this is likely not the issue. If it is, please run the commands below in an Administrative command prompt.


net stop spooler
del %systemroot%\System32\spool\printers\* /Q
net start spooler


5. Check the default printer on the user's local computer. By default, when users select the Virtual Printer on the remote session, it prints to the user's local default printer. Please ensure that the user's local default printer is correct, that the printer is in the ready state, and that the user can print to it locally. 


6. Test using the Virtual Printer Tool to ensure the correct printer is being selected - There is a server-side application named Virtual Printer Tool (C:\Program Files (x86)\TSplus\UserDesktop\files\VirtualPrinterTool.exe). Please make this executable available to the user when they connect to the TSplus Remote Access server and ask them to launch it from within their remote session. The user should see a list of their locally installed printers; please select the printer that the user is attempting to print to, then ask them to print again to the Virtual Printer in their regular printer dialogue.


7. Antivirus Exclusions - In some rare cases, the client-side antivirus has been the cause of the Virtual Printer not functioning correctly. Please see the following list of client-side exclusions:


  • C:\Windows\System32\vpprint.exe

  • C:\Program Files (x86)\Common Files\FabulaTech\

  • C:\ProgramData\FabulaTech\ 

  • C:\ProgramData\Virtual Devices\Vitual Printer

     



Server-Side Troubleshooting


1. Make sure the correct version is installed and up to date - Navigate to the Windows Control Panel > Programs and Features and verify that the Virtual Printer (server) version is installed and not the Virtual Printer (workstation), and that the version installed is the latest. At the time of this writing, the newest version is 1.7.2.1. The Virtual Printer can be reinstalled on the server from the AdminTool > Printer screen.


2. Ensure that the Windows service "FabulaTech Netlink 3 supervisor service" is running.


3. Verify that there are no issues with the print spooler - Please run the commands below in an Administrative command prompt.


net stop spooler
del %systemroot%\System32\spool\printers\* /Q
net start spooler


4. Antivirus Exclusions - In some rare cases, the client-side antivirus has been the cause of the Virtual Printer not functioning correctly. Please see the following list of client-side exclusions:


  • C:\Windows\system32\vpprnlicsvc.exe
  • C:\Program Files\Virtual Devices\Virtual Printer (Server)
  • C:\ProgramData\FabulaTech\ 
  • C:\ProgramData\Virtual Devices\
  • C:\Program Files (x86)\TSplus\UserDesktop\files\VirtualPrinter.Admin.exe
  • C:\Program Files (x86)\TSplus\UserDesktop\files\VirtualPrinter.Admin.exe.config
  • C:\Program Files (x86)\TSplus\UserDesktop\files\VirtualPrinter.Admin.txt
  • C:\Program Files (x86)\TSplus\UserDesktop\files\VirtualPrinterTool.exe
  • C:\Program Files (x86)\TSplus\UserDesktop\files\VirtualPrinterTool.exe.config




Collecting Vendor Logs


If all of the troubleshooting steps mentioned above do not resolve the issue, please open a case with our support staff (support@tsplus.net) and forward the vendor logs (see instructions below).


  1. Download the logs.zip archive from https://www.printer-for-remote-desktop.com/printrdp-data/tsplus-logs.zip, and extract the contents.
  2. Enable debugging on the client workstation by merging the applyenable_debug_logs_wks.reg file on the client workstation
  3. Enable debugging on the TSplus server by merging the enable_debug_logs_srv.reg file on the TSplus server
  4. On the client workstation - Stop the "vpprint" application using Task Manager, delete all old logs in "C:\ProgramData\Virtual Devices\" and "C:\ProgramData\FabulaTech\" folders, then launch C:\Windows\System32\vpprint.exe app.
  5. On the TSplus Server -  Stop the Print Spooler service, delete all old logs in "C:\ProgramData\Virtual Devices\" and "C:\ProgramData\FabulaTech\", then start the Print Spooler service.
  6. Launch a TSplus session and reproduce the issue.
  7. While the TSplus session is still open on the client workstation, launch a command shell (cmd.exe) as an Administrator and execute the following command: vpprint /exit
  8. Collect the logs from the server and client (C:\ProgramData\Virtual Devices\, C:\ProgramData\FabulaTech\), zip them up, and forward them to support.
  9. Disable debugging on the client workstation by merging the disable_debug_logs_wks.reg file on the client workstation.
  10. Disable debugging on the TSplus server by merging the disable_debug_logs_srv.reg file on the TSplus server.




Screenshots


Screenshot 1

 


Screenshot 2