Resolve Issues with Synergize Virtual Printers Offline in Citrix XenApp Sessions Due to Webroot Security
Use this article to resolve an issue where the Synergize Virtual Printers go offline in XenApp sessions. Synergize Virtual printer is designed to accept various document types such as PDF, JPEG, Microsoft Word DOC and DOCX, and Excel XLS or XLSX and to print out a Synergize compatible TIFF format. It operates in both 64-bit and 32-bit modes, uses BlackIce drivers, and depends on .NET Framework 4.0 to operate.
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Review this information to understand the root cause of this issue.
Synergize printer is often installed on one of the Synergize app servers and shared out for users. An instance of shared printer is added to the Citrix server and gets published to end users by Citrix. Webroot Security seems to interfere with all types of printer drivers. In Synergize Virtual Printer case, removing the printer instance from share and adding it back resolves the issue temporarily for individual users. Citrix support knowledge center published an article listing possible causes of the issue and steps to avoid this.
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Follow the instructions in this article ONLY if you have Webroot security installed on your network. Your virtual printer could go offline for several reasons and this article is very specific to Webroot security interference in XenApp sessions.
https://support.citrix.com/article/CTX218745
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If you do not have Webroot security or if the symptoms are different, please contact us for help.
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