Tags: @taxcycle @aaron.doucet.cpa @Elizabeth
Doesn’t matter if it is a hardcopy or a PDF version, the top half of our T2 Client Letter is visible in the software, but prints blank.
For additional clarity here are the REDACTED examples of What We See on screen in the application, and What We Print (either on paper, or PDF - all results are the same)
What We See
What We Print
Thank you @CGLtax we are investigating now!
Hi, sorry I think I’m in a wrong loop of email
This update also impacted re-printing prior year files (ex: 2025 previously filed) as well. We had to roll back the update to 15.2.62988.0 and it now works again for all years.
It is really strange, because it isn’t anything in our template coding, because the items on the 2nd half of the first page were printing in the right spots - and not just “moved up” as if something had been skipped.
Hi @CGLtax We’re still unable to reproduce this issue. Any chance you can send in both your custom template (letterhead and body of the letter) and a test file where you’ve seen it? Securely send through this form: TitanFile Secure Submit and you can reference me.
We noticed yesterday some of our templates are reset since the update and info is being sent out blank. @Elizabeth let me know if you want us to send the two files we just identified as having issues
Hi, yes please. If any of your files are having issues, please send the files & custom templates, so that we can re create.
@Elizabeth I am unable to submit a client file sample as we did a roll-back of the installation and restored files from backup systems.
Am finding that since the update, it is drawing my templates from a different location than the ones specified. Am not able to see any of my custom templates from the template editor, it just lists the standard ones, while in ‘options’ it is still listing my custom location, and when I go to that location in my file browser in windows, they are still there. Now, doing the update, saw a message flash by of a change in template handling, but do not recall the details…
Now this is weird, went in and out of the program, switched from one option profile to the other, and seems like my templates are back, and the one I tested it printed the letterhead properly…
I did mention on another thread that my options profile was hanging and then defaulting to local. Maybe related to the issue I had?
@CGLtax Thanks. So far, we’re not able to reproduce this issue on our end. We’ll keep trying.
PS - we don’t have “Letterhead” in our version of the template, as we print on physical paper, or use the background image for PDF. The “Letterhead” snippet does not align with our branding.
I noticed when there’s a table in the client letter, some of the content prints blank (eg CCB in T1). If the table is unchecked in the outline, it is back to normal.
@Elizabeth @aaron.doucet.cpa I note you have said in 16.0.63993.0 “RESOLVED” that “tables” are the issue if they happen before a page break, however there is no table nor page break before the top of the first page. It is the very top of the first page that is doing this.
We have not installed the update yet since the roll-back we did. We will attempt to do so this week and I will report back if it is fixed or not.
It appears that the T2 print issue has been resolved as of 16.0.63993.0.
I would be curious for someone on the team to explain (even if privately) what the issue ended up being. This would help us expedite future troubleshooting matters on our end if we can attempt to debug first, and communicate with you if we discover (and fix) an issue.
Thanks in advance. @aaron.doucet.cpa and @Elizabeth
