Photoshop CC 2015 not working correctly with a HP Designjet T120 Printer

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If I try to print a 24-inch by 36-inch drawing opened in Adobe Acrobat to a HP Designjet T120 printer, it prints just fine. If I open that same drawing in Adobe Photoshop CC 2015, the Photoshop print module does not properly talk to the HP printer and all I can get is a 8.5-inch by 11 inch window on the 24-inch by 36-inch drawing. When is Photoshop going to be fixed?
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Tom Nash

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Posted 3 years ago

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Tom Nash

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P.S. - this is on Windows 10, and the latest HP driver for Win 10 has been installed on the computer. I included the reference to Acrobat to prove that this is NOT (as suggeted by a disinterested Adbobe Tech Support person) a printer driver problem. This is a Photoshop problem.
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Chris Cox

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Photoshop does not talk directly to the printer.
Photoshop provides image data (for the area specified by the driver) to the OS, which passes it along to the printer driver, and the driver communicates with the printer. The failure you are describing would happen entirely inside the OS or the printer driver. Photoshop does use more recent printing APIs than most other applications (to allow larger prints, color management, etc.) and can encounter bugs in printer drivers that other applications do not hit.

This is something that would have to be fixed in the printer driver. Sometimes updating the driver from the printer maker will pick up the bug fixes and solve the problem. Sometimes the printer maker does not know about the bug in the driver, or has not yet updated their driver to fix the bug. So you need to contact the printer maker, in case they need more information to fix the bug in their driver code.
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Tom Nash

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Then why does Adobe Acrobat work and Photoshop does not? I think you are incorrect.
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Chris Cox

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You would have to ask HP that -- only they can determine why their printer driver works in some circumstances and not in others.
Most likely is is because Photoshop uses newer printing APIs than Acrobat, and thus uses different code paths in the printer driver and OS code.
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Tom Nash

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Part of my frustration here is that as a paying Adobe customer for the full CC package, I would expect that Adobe would step up to assuring that its software is compatible with other companies' products. What I am left with here is the usual software developer's multiple finger-pointing "he did it" exercise while I have to go figure out real-world work-arounds on my own. HP tech support blames Adobe. Lovely... Thanks anyway.
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Chris Cox

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We do, but we cannot fix bugs in printer drivers. And we've seen a lot of different bugs in printer drivers over the years. The printer maker has a responsibility to ship a driver that implements the OS APIs and works correctly. In this case either the printer driver or OS is not working correctly (Photoshop does work with most other printer drivers, and the ones that don't have been debugged to find bugs in the driver), and only HP can debug the driver to determine if they or the OS are to blame (and the OS is doubtful).

Yes, inexperienced tech support frequently try to blame someone else.

But I've been writing and debugging Photoshop and drivers for over 19 years, and know what could be due to Photoshop and what couldn't -- and this issue sounds like it has to be in the printer driver code.
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Tom Nash

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It used to work. HP changed nothing. Adobe, by your own admission changed Photoshop. You changing your code and API does not constitute a "bug" in someone else's code. Other Adobe products work with this printer. Yet this is HP's fault, according to you. You know, Chris, I slept on this before responding. I have been an engineer for 35 years, much of it writing software, including for aerospace applications, some of it quite possibly starting before you were born. I think you need to step back, get a sense of customer perspective, and look at the sequence of events before blaming another company. At the very least you at Adobe had a responsibility to notify others that you were changing the Photoshop code and APIs, and quite obviously you have not. It seriously frosts me that I am now paying a monthly subscription for the software, and I get answers like this.

Just work towards fixing the problem, and stop pointing fingers, sir.
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Chris Cox

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Photoshop changed to new printing APIs years ago - but we've seen quite a few printer drivers that still have bugs in their code for the new print APIs. Yes, the bug is in the printer driver. We have spent a lot of time investigating these issues -- and the bug has been in the driver every single time.

There are millions of people printing from Photoshop without problems. If Photoshop's code were bad, all of them would be having problems. If the OS code w3ere bad, at least half of them would be having problems. But only a few printer drivers have bugs that cause these sorts of issues, because the bugs are in the printer drivers themselves. And sometimes they are transient or seemingly random bugs due to uninitialized variables, use after free, overwritten memory, and sometimes just bad preferences reading. (yes, we've been scouring Photoshop for similar issues, but haven't found any in printing)

There is a log more logic and detail behind my explanation than I can possibly fit in a forum post.

I'm not pointing fingers, just telling you exactly where the problem is so you can get it solved.
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Zeljko Bozic

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I have a same problem. PS CC 2017 reads printer setup incorectly. All other programs do it OK.
Interesting thing is that happens only when i use a roll paper. Single sheets prints correctly. Same picture is printed correctly on B3+, A4 formats, but on roll is distorted.

HP claims: (copy/paste)

"There is another possible explanation for a clipped image. Some applications, such as Adobe Photoshop, Adobe Illustrator and CorelDRAW, use an internal 16-bit coordinate system which means that they cannot handle an image of more than 32,768 pixels.

An image 32,768 pixels long would print at a length of 1.39 m if you select Best or Quality in the driver, 2.78 m if you select Fast, Normal or Speed in the driver."
(Edited)