If you are experiencing printing issues, verify you are using a supported printer from the links below, then try the below steps in order. Note: For a more complete list of Citrix compatible printers review What printers are compatible with Blackbaud Hosting Services.
  1. If you are on a Windows machine and did not see your printer in the list above, or see that it is unsupported, try turning off Advanced Printing in Devices & Printers
    • From Windows: Start, select Devices & Printers
    • Right-click your default printer and select Printer Properties
    • Click the Advanced tab. At the bottom, if Enable Advance Printing Features is marked, unmark the checkbox. 
    • Apply then OK. 
    • Log out and back into the Hosted application and try printing to this device. 
  2. Ensure the printer you are attempting to print to is in a "ready" status and marked as the "default" printer on your workstation, as the Citrix plug-in only detects your default printer.
  3. Log completely out of the hosted environment, and log back in.  This method often resolves printing issues, as your printer driver may not have been loaded properly upon initial login.  
    Note: To ensure that you are fully logged out, ensure that the program network neighborhood icon has closed from your system tray next to the system clock.
  4. Change the default printer on your workstation using the following steps to confirm the Citrix plug-in is correctly detecting the default printer:
    1. Log all the way out of the software and the hosted environment.
    2. Go to the Control Panel on the workstation.
    3. Open Printers and Faxes (this may differ slightly depending on what OS you are using).
    4. In the printers listed, one printer should have a check-mark on the icon. This is the Windows Default Printer, which is what the hosting environment recognizes by default.
    5. Right-click on another printer and select Set as Default Printer.
    6. Right-click on the original Default Printer, and set it back to the Default.
    7. Log back into the hosted environment, and attempt printing again.
  5. Use the default Universal Printer. This method is used when you need to access any printer(s), other than the default, in your local network.
  6. Ensure you are using up-to-date printer drivers for your local printer(s). 
  7. Uninstall and reinstall the Citrix client to eliminate a faulty Citrix installation as the cause of your printing issues.
  8. Ensure that installed printer drivers are compatible for the datacenter where your database is hosted.  
    Note: Boston, Orange County, Vancouver and EU (Amsterdam) datacenters: PCL 5e (64-bit) and PCL 6 (64-bit) drivers are compatible.
  9. If you are using McAfee anti-virus, ensure that the version is either 8.5i patch 1 or higher or 8.0i patch 11 or higher. 

    Windows OS:
  10. Log out of the hosted environment, go to the registry, and delete the Printer Properties folder under HKEY_CURRENT_USER\Software\Citrix.  When completed, log back in and attempt to print once again.  
  11. Follow the steps in the Citrix knowledgebase solution CTX115553. Note: We provide links to third-party websites in an effort to help you resolve your issue. We are not responsible for the information on third-party websites, and we cannot assist with implementing resolutions from these websites. Note : Incorrect changes to registry settings can cause serious system problems that may be irreversible without reinstallation of the operating system. You must back up your registry before making any registry changes. We are not responsible for damage resulting from incorrect use of the Registry Editor.