Troubleshooting T1 and T2 printing issues

Try one of the following if you encounter errors when printing T1 and T2 material:

• Ensure you are using the latest version of ProFile. To review your version of ProFile, select the About option from the Help drop-down menu in the top toolbar. Compare the version number (for example, 2023.1.0) to the latest release version listed here. If the version number is not the most recent, update ProFile.
  
• Ensure there are no jobs queued in the printer. To review the printer queue, select Control Panel, then Devices and Printers, right-click on the printer, and select See what’s printing.
  
• Ensure that a default printer is designated. Open the Windows Control Panel menu and select Devices and Printers under the Hardware and Sound menu; the default printer is designated with a green checkmark. Note that the default printer does not have to be the printer from which T2 material is printed.
  
• Try a test print (for example, from Word or Notepad) to determine if other software programs can print.
  
• Right-click on the desktop ProFile icon and select the Run as administrator option. If printing works under the administrator role but not when starting ProFile normally, it's likely there's a permissions or security issue with the printer in question. Reinstall the printer under the administrator role and ensure the user has full permissions.
  
• Ensure the language and region settings on the computer are set for English (United States) or French (Canada). Having different settings may result in errors when printing. You can find your region settings under Region and language settings in the Windows Control panel.
  
• Change the system's Short Date format to the default format of m/d/yyyy.
  
• Ensure that a locked return has been unlocked. Save the return and try printing again.
  
• Remove the printer driver and reinstall the printer.

If your problem persists

1. Open the T1 or T2 return.
2. Select Print/Email PDF… from the File drop-down menu in the top toolbar.
3. Select the Build PDF button.

A PDF file generates. If the PDF file does not generate, it is likely there is a permissions issue with the location where the T1 or T2 templates are.

To resolve this issue

1. Close ProFile.
2. Navigate on the computer to the following location: C:\ProgramData\GreenPoint\ProFile.
3. Delete the FPZ folder.
4. Navigate on the computer the following location: C:\ProgramData.
5. Right-click on the GreenPoint folder and select Properties.
6. Uncheck the Read-only button.
7. Navigate to the Security tab.
8. Ensure the users have full control under the Permissions for Everyone section.
9. Select the Apply button.
10. Select the OK button.

Start ProFile and attempt the PDF print job again.

Manage the Windows registry

Be cautious when renaming items in the Windows registry. Customers may opt to get their IT professional's assistance with this step.

1. Select the Windows icon in the bottom-left corner of the screen.
2. Enter the term regedit in the search field. The regedit.exe file lists in the window.
3. Select regedit.exe; the Registry Editor window opens.
4. Select Export from the File drop-down menu in the top toolbar.
5. Select Desktop from the left-side menu as a destination for the file backup.
6. Assign a name of Backup in the File name field.
7. Click the Save button. The backup file saves to the desktop.
8. Navigate to the location HKEY_CURRENT_USER\Software\GreenPoint.

Note: If there is no GreenPoint registry, close the Registry Editor window and proceed to clean uninstall of ProFile.

9. Identify the GreenPoint folder.
10. Right-click on the GreenPoint folder and rename it as GreenPoint_old.
11. Close the Registry Editor window.
12. Restart ProFile and attempt to print again.

Additional support

If the above steps correct the PDF printing but not hardcopy printing, contact the ProFile support team.