1672374 - Printing to Bixolon SRP-350/SRP-310 receipt printers fail in Firefox 82

Status: UNCONFIRMED

(Core :: Printing: Setup, defect, P2)

Description

[Ivan]

User Agent: Mozilla/5.0 (Macintosh; Intel Mac OS X 10.15; rv:81.0) Gecko/20100101 Firefox/81.0

Steps to reproduce:

Just tried to print receipt from browser. Everything worked fine before update

Actual results:

It prints small chunk of blank paper (2 cm). Temporary solution is to switch to any other "print device" like PDF creator and select default printer again.

Expected results:

It should print page normally

Comment 1

[Jonathan Watt [:jwatt]]

Thanks for reporting this. Firefox 82 is the latest version. Can you update to that and see if the issue persists? Assuming it does, can you open the page about:support, click the "Copy text to clipboard" button, come back to this bug, click the "Attach New File" button above, and paste and submit that troubleshooting information?

(In reply to Ivan from comment #0)

Temporary solution is to switch to any other "print device" like PDF creator and select default printer again.

Is this something you have to do every single time you print, or does this clear the problem for a period of time?

Comment 2

[Ivan]

It is happening to my clients, today there is new cases because Firefox updates itself automatically.

(In reply to Jonathan Watt [:jwatt] from comment #1)

Is this something you have to do every single time you print, or does this clear the problem for a period of time?

Problem is persistent it has to be done every time when user attempts to print.

I'll send log as soon as possible.

Comment 3

[Jonathan Watt [:jwatt]]

Thanks for the clarification.

We've had some more reports of this, but all for Firefox 82. I expect that reporting this against Firefox 80.0.1 was a case of mistaken identity and actually your clients with this problem have had it occur after updating to Firefox 82. Let me know if you're convinced that's not the case.

Regarding the about:support information requested in comment 1, it would be useful to have that for both a working Firefox 81, and broken Firefox 82.

Could you also let us know the names and model numbers of the affected printers? We may be able to give you some temporary workarounds depending on which printers are involved while we get this fixed.

Comment 4

[Jonathan Watt [:jwatt]]

Also please don't feel you need to gather all this information in one go. Letting us know whatever information you have as you manage to obtain it from clients will possibly help us work through this faster.

Comment 5

[Ivan]

Attachment: Troubleshot informations - EN

Log files of one of clients.

Comment 6

[Ivan]

Attachment: Troubleshot informations - HR

This is log from second client.

Comment 7

[Ivan]

You are right, this happens with version 82.0. Is there any workaround except this one that I mentioned? When this fix can be expected because is crucial for clients?

Comment 8

[Jonathan Watt [:jwatt]]

The data from the first client contains:

print.printer_BIXOLON_SRP-350.print_paper_height 	11,00
print.printer_BIXOLON_SRP-350.print_paper_id 	
print.printer_BIXOLON_SRP-350.print_paper_name 	
print.printer_BIXOLON_SRP-350.print_paper_size_unit 	0
print.printer_BIXOLON_SRP-350.print_paper_width 	8,50

11 x 8.5 inches in US Letter, which is a fallback size, indicating rejection of the actual paper size.

The data from the second client contains:

print.printer_BIXOLON_SRP-F310.print_paper_height	3276,04
print.printer_BIXOLON_SRP-F310.print_paper_id	9
print.printer_BIXOLON_SRP-F310.print_paper_name	
print.printer_BIXOLON_SRP-F310.print_paper_size_unit	1
print.printer_BIXOLON_SRP-F310.print_paper_width	72,25

That's the paper ID for A4, but has dimensions 3276.04 x 72.25 millimeters.

I'm actually a little surprised that printing isn't working for the second client, since the paper size looks like something a receipt printer would use and has the correct units. I was actually going to suggest doing something like that as a workaround for the first client until I saw this. I don't think the ID should cause an issue, so maybe try getting the second client to set it to 256, -1 or 0 and see if any of those help. If that works, then see if doing the same with the first client helps them too.

We hope to have a Firefox 82.0.1 released in the first half of next week with a fix for this issue, but no promises yet.

Comment 9

[Jonathan Watt [:jwatt]]

One other thing that may make things easier for them could be to turn on the new printing interface we're working on by setting the print.tab_modal.enabled preference to true. The new printing interface that provides has a "More settings" section that can be expanded to show a paper size option. It will probably require them to set the paper size every time they print, which may or may not help them, depending on their workflow.

Comment 10

[Ivan]

They are using silent print because of speed, so I think that won't be a case (only one size every time).

Comment 11

[Sean Voisen (:svoisen)]

Firefox 82.0.1 has been released, and 82.0.2 is on its way out to users now too. Could you check if you have been updated to one of these newer versions and see if that helps with your issue?

Comment 12

[Ivan]

Problem remains same even with 82.0.2

Comment 13

[Ivan]

Attachment: Troubleshot informations - 82.0.2

Comment 14

[Jonathan Watt [:jwatt]]

82.0.2 doesn't automatically fix the issue for users that have been affected. For those user's it is necessary to remove the "print_paper_*" prefs in about:config for the affected printer(s) and reprint. (Otherwise the broken saved values won't be cleared.) Ivan, did you try that, or can you try that now?

Comment 15

[Ivan]

Yeah, it works now when they remove print_paper_* data. Those values are generated again automatically.

Comment 16

[Ivan]

Is there possibility that Firefox will support direct print for printers that do not have drivers installed? They are configured to "Generic Text" printing, but when we try to print that way, it produces a lot of strange characters on one meter long paper slip.

Comment 17

[Ivan]

Bug appears again again with clients updating to 83.0.0

Comment 18

[Donal Meehan [:dmeehan]]

:jwatt could this be triaged or provide a status since it's currently P1 S2?