1672389 - Can't print to receipt printer citizen ct-s310II since v82

Status: NEW

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

Description

[Trisha]

User Agent: Mozilla/5.0 (iPhone; CPU iPhone OS 14_0_1 like Mac OS X) AppleWebKit/605.1.15 (KHTML, like Gecko) Version/14.0 Mobile/15E148 Safari/604.1

Steps to reproduce:

Sent print job to receipt printer

Actual results:

Only skim blank pieces of paper came out

Expected results:

Receipt should have printed

Comment 1

[Jonathan Watt [:jwatt]]

Thanks for reporting this. 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?

Comment 2

[Trisha]

Attachment: about:support from v82 with bogus Letter paper size

Comment 3

[Jonathan Watt [:jwatt]]

Thank you, that's helpful.

The following settings are interesting:

print.printer_CITIZEN_CT-S310II.print_paper_height: 11.00
print.printer_CITIZEN_CT-S310II.print_paper_id:
print.printer_CITIZEN_CT-S310II.print_paper_name:
print.printer_CITIZEN_CT-S310II.print_paper_size_unit: 0
print.printer_CITIZEN_CT-S310II.print_paper_width: 8.50

It appears that we failed to get a paper ID, since the print_paper_id line is empty. We then appear to have fallen back to using US Letter (11 x 8.5 inches), which is clearly not a good size for a receipt printer.

I'll need to dig into the code to try to figure out what's going wrong here.

Comment 4

[Jonathan Watt [:jwatt]]

Trisha, if we can get the values of those preferences in the working older version of Firefox 81 we may be able to provide you with a workaround while we get this fixed. If you're willing, can you carry out the following steps:

1. download Firefox 81
2. close Firefox 82
3. install Firefox 81
4. open Firefox 81
5. repeat the steps from comment 1 to attach your about:support information
6. additionally from about:support:
7. find "Profile Folder" on that page, and click the "Open Folder" button to the right
8. open the file "prefs.js" (or just "prefs" if file extensions are hidden)
9. copy all the lines that contain "print."
10. come back to this bug
11. click the "Attach New Attachment" button
12. paste and submit those prefs

Comment 5

[Trisha]

Not sure if we are using 81 or 80 but it is working ok, I will have to wait to get you the about:support part until it happens again unless you can have it with pref already changed.

Comment 6

[Jonathan Watt [:jwatt]]

Can you check your Firefox version using these instructions and let us know what that is?

Comment 7

[Trisha]

Using 80

Comment 8

[Jonathan Watt [:jwatt]]

Okay, perfect. It's actually a working earlier version of Firefox that I'm looking for the info from, so I actually don't want you to wait until the issue happens again. Regarding the steps in comment 4 could you start at step 5?

Comment 9

[Trisha]

Attachment: mozilla help 2.txt

I copies the Pref file and can give it to you but it won't let me open it

Comment 10

[Trisha]

Attachment: prefs.js

Not sure if you can open this either

Comment 11

[Jonathan Watt [:jwatt]]

Thank you so much!

The most interesting parts from those files is these prefs:

user_pref("print.printer_CITIZEN_CT-S310II.print_paper_data", 119);
user_pref("print.printer_CITIZEN_CT-S310II.print_paper_height", " -1.00");
user_pref("print.printer_CITIZEN_CT-S310II.print_paper_name", "");
user_pref("print.printer_CITIZEN_CT-S310II.print_paper_size_unit", 0);
user_pref("print.printer_CITIZEN_CT-S310II.print_paper_width", " -1.00");

Specifically, the -1 values for the width/height, and the value 119 for the paper data/ID. The negative values unfortunately mean we don't have fixed values that we can override with as a workaround for 82. But since you've currently downgraded to Firefox 80 hopefully you don't need a workaround for a few days while we get a fix out? The value 119 for paper size ID corresponds to DMPAPER_QUARTO, which is "Quarto, 215- by 275-millimeter paper". I'm guessing that's a bogus ID from this particular receipt printer model, since I doubt it is actually handling paper that size.

Comment 12

[Jonathan Watt [:jwatt]]

(In reply to Jonathan Watt [:jwatt] from comment #11)

The value 119 for paper size ID corresponds to DMPAPER_QUARTO, which is "Quarto, 215- by 275-millimeter paper". I'm guessing that's a bogus ID from this particular receipt printer model, since I doubt it is actually handling paper that size.

Yeah, the Specification tab on the printer's product page says the maximum width is 80 mm paper. Printers are supposed to use IDs above 256 for custom paper sizes, but I guess it is what it is.

Comment 13

[Trisha]

Attachment: D79F4EC5-2939-4493-A9C7-9FC0F7D8E1B4.jpeg

Comment 14

[Jonathan Watt [:jwatt]]

Oh, that's useful. If you want to try updating to Firefox 82 again before we get a fix out, then you could try setting the following preferences in about:config and see if that gets your printer working for you:

print.printer_CITIZEN_CT-S310II.print_paper_height: 3276
print.printer_CITIZEN_CT-S310II.print_paper_size_unit: 1
print.printer_CITIZEN_CT-S310II.print_paper_width: 80

If that only works for one print (and then these values are overwritten by the bogus Letter sizes), then you could try setting those again and setting:

print.save_print_settings: false

at the same time. But that will mean that no settings changes you make in the printing interface will be saved in future, at least until you remember to reset that setting once we do get a fix for Firefox 82 out. Of course if you do tend to set various settings for different printers then setting that pref may not work for you at all.

If you do end up trying the above, please let us know how it goes.

Comment 15

[Trisha]

Attachment: 09C8D297-AC18-470B-8593-DABAD587B1B6.jpeg

When i used your numbers it made the right size but it’s like it bypassed what it was supposed to print and went for the whole screen. Any ideas?

Comment 16

[Trisha]

Attachment: Picture of print try with your numbers.

Looking like it is grabbing the whole page not just the receipt part. Any ideas?

Comment 17

[Julien Cristau [:jcristau]]

Can you check with 82.0.1 (or 82.0.2) and confirm things work again?

Comment 18

[Trisha]

Attachment: mozilla help 1.1.txt

Still doesn't work I attached a new about:support file

Comment 19

[Trisha]

Still doesn't work also the above settings if plugged in do not work either.

Comment 20

[Julien Cristau [:jcristau]]

The attachment in comment 18 looks like it's from 81.0.2, not the newer version?

Comment 21

[Trisha]

It was sorry but we did take it on up to fully updated and still nothing printed. I tried your settings, still no print. Than it got rolled back before I could get new support setup.

Comment 22

[Emilio Cobos Álvarez (:emilio)]

Is there any chance you could send me a copy of that page and steps to reproduce it? comment 16 seems like a potentially different issue...

Comment 23

[Trisha]

I think comment 16 goes along with how the print preview looks different. When you look at the preview it seems to grab the whole page not just the receipt portion as it had before. All we did was bring up the receipt and than enter Mozilla’s print setup. It used to show just receipt on the preview but then it showed the whole page. I can try and get you the picture Monday when I’m back.

Comment 24

[Emilio Cobos Álvarez (:emilio)]

(In reply to Trisha from comment #23)

I think comment 16 goes along with how the print preview looks different. When you look at the preview it seems to grab the whole page not just the receipt portion as it had before. All we did was bring up the receipt and than enter Mozilla’s print setup. It used to show just receipt on the preview but then it showed the whole page. I can try and get you the picture Monday when I’m back.

Rather than a picture, some copy of the page that reproduces the issue would be much more useful to be able to investigate and fix it.

Comment 25

[Trisha]

Attachment: mozilla help 2.1.txt

support report for 82.0.2

Comment 26

[Jonathan Watt [:jwatt]]

(In reply to Trisha from comment #25)

support report for 82.0.2

Hi Trisha. Thanks for the about:support info. That shows that you have the following values:

print.printer_CITIZEN_CT-S310II.print_paper_height: 11.00
print.printer_CITIZEN_CT-S310II.print_paper_name:
print.printer_CITIZEN_CT-S310II.print_paper_size_unit: 0
print.printer_CITIZEN_CT-S310II.print_paper_width: 8.50

So it's gone back to US Letter size. Can you update to 82.0.2 and then also set those print_paper_width and print_paper_height preferences both to -1? Does that fix things?

Comment 27

[Jonathan Watt [:jwatt]]

(In reply to Trisha from comment #16)

Looking like it is grabbing the whole page not just the receipt part. Any ideas?

This part sounds like a completely separate bug. Assuming the steps in the previous comment fix the sizing issue but this issue remains, can you file a separate bug report for that to be investigated separately? It would also be useful for that part to have a copy of the webpage that you print from. The files you get from File > Save Page As... > Web Page, complete (or Ctrl+S > Web Page, complete) would be useful for that bug (you'd need to zip them up to attach them).

Comment 28

[Trisha]

Attachment: mozilla help 2.2.txt

Sorry it took me to 82.0.3

Comment 29

[Trisha]

They said 82.0.3 works with the -1 setting you asked me to try put in but, they have to set the cut/no cut each time they print or they just get little slips of paper.

Comment 30

[Trisha]

Status:
UNCONFIRMED

Tracking Flags:

Tracking 	Status

firefox82 --- wontfix
firefox83 --- wontfix
firefox84 --- affected

Does this mean I shouldn't expect and more fixes until 84 comes out?

Comment 31

[Trisha]

What does this mean? Any idea when this might get fixed.

Comment 32

[Jonathan Watt [:jwatt]]

I'll be looking at this again this week.

Comment 33

[Trisha]

Anything new, us public libraries really need this for our receipt printers. So thank you for staying on this for us.

Comment 34

[Trisha]

Is this fixed and I have one computer with the new UI for print settings any idea how to make that readable for receipt prints? I hate it but I am starting to think I need to find another browser that works with our library system.

Comment 35

[Julien Cristau [:jcristau]]

Jonathan, did you have a chance to look at this again?

Comment 36

[Trisha]

Is there any chance you all are going to fix this? We are not the only library that has to keep rolling back to 82 everytime someone accidentally allows the update. It has been 6 months and now I worry about how safe using this old version is, should I just start looking for something else?

Comment 37

[Trisha]

(In reply to Trisha from comment #36)

Is there any chance you all are going to fix this? We are not the only library that has to keep rolling back to 78 every time someone accidentally allows the update. It has been 6 months and now I worry about how safe using this old version is, should I just start looking for something else?

Comment 38

[Tom S [:evilpie]]

No using such an old version is not secure.

Does it work when you go to about:confing, "Accept Risk", search for print.tab_modal.enabled and toggle the value to false. This should give you the old print UI.

Comment 39

[Trisha]

Yes that gives me the old print UI but it still won't print receipt paper which is what the original problem was all we get are tiny slips of paper with nothing on them. We use Citizen CT-S310II receipt printers to print check out and date due lists from our Library management system.

Comment 40

[Trisha]

Is there any plans on fixing this? I don't understand the:

status-firefox87: fix-optional → wontfix
status-firefox88: affected → wontfix
status-firefox89: --- → fix-optional
status-firefox90: --- → affected

Does this mean it might get fixed in 90?

Please we just want our receipt printers to work with Mozilla again.

Comment 41

[Trisha]

Attachment: CITIZEN Print config.pdf

I got printing to work in 89 and 90 but I changed some of the config to match the old config including adding the three marked (since I didn't know if it was meaningful or not I matched all of it to one of our machines still running 81).

I also had to change print.always_print_silent to false and print.tab_modal.enabled to true

which brought up a weird print preview but since I could see all the important parts I did not have to expand the box only click to print. will send picture of print preview as well.

Comment 42

[Trisha]

Attachment: citizen print preview.jpg

Comment 43

[Trisha]

Attachment: best settings for citizen and updated forefox.docx

I hope these settings help others like bug 1672374 It will run on silent and on old UI

Comment 44

[Daniel Holbert [:dholbert]]

jwatt, do you happen to have this receipt printer in your collection, and have you seen anything like comment 42 before (what looks like a super-tall doc that's only got content at the very top)?

Comment 45

[Daniel Holbert [:dholbert]]

[adjusting summary to drop stray 3 -- S3310II doesn't seem to be a printer model that exists, but "S310II" (one fewer 3) is a real model, and matches the name used in the prefs quoted in comment 26, so I think it's the actual name of the printer involved here.]

Comment 46

[Dianna Smith [:diannaS]]

:jwatt is there an update on this? Should this ticket be re-triaged?