Forum Discussion
Not able to print from Google Docs
Hi Moombas
We are verifying if there are any known issues in regards to printing via Google Docs.
Are you able to share the app config string you used and is the app config assigned to each of these applications within the application panel of your EMM?
Thanks,
Reece
Hi ReeceK,
we don't provide any config string, we just tick the options on the MDM GUI (see last screenshot provided before) and then it's provided by the MDM (Soti Mobicontrol) to the devices. We provide apps only using the EMM, nothing else.
The printing itself may not the issue but the option to start a print is not there.
On my private device (with a private Google account) i have in general way more options available including printing. Which is not the case for the fully managed device (without an regular Google account) but with exactly same (managed app config) setup on same device for sheets and slides.
Just a short information, our MDM vendor thinks its an issue on their side after some tests, so still ongoing.
No, as there is still investigation ongoing. Normally they announce at some point that the next update (of the agent or MDM itself) will solve the issue.
Hey ReeceK,
i think i need to clarify something as I did some further testing after some hints from our MDM support:
- I figured out that my document (on the private device) got somehow (I never did “confirmed” that) transformed into a Google Docs document, so that’s the reason I was able to print from here.
- I copied the docx file created for my test device to my private one: I am not able to print it (it's in compatibility mode, why?)
- Created a new file in Micosoft 365 app on both devise: not able to print it via Google docs (it's in compatibility mode, why?)
- I also noticed that I have more possibilitys on my private device:
- I was able to choose on that Google docs docx file to save it as word docx file (i don't have this option on the managed device, why?)
- No option for that on the managed device, no Google drive app on both devices!
- Then I get again the docx tag on the top and I still can print it
So, finally it seems to make a difference in Google Docs to have a device with a “normal” Google account on it and one without.
As we don't have regular Google accounts and only the ones for providing the apps on the managed devices, i see the issue again on Google side as Sheets and Presentations don't show this issue.
Hi Moombas ,
Happy Friday!
Your insights got me thinking:
-
Do you suspect any unique settings or configurations on managed devices causing the compatibility mode issue with Google Docs?
-
Could differences in Google Docs versions between your private and managed devices be playing a role here?
-
Just to confirm, you mentioned the issue doesn't arise with Google Sheets, correct?
Lastly, despite having to include a normal account, are you able to print now? 😅
Thanks for getting back to me on this.
Reece-
ReeceK I unmarked my prior post from being a solution as it's not.
The issue more likely seem to be that sheets and presentations allow to print xlsx and pptx files created by Microsoft Office but docs doesn't allow it for docx created by Microsoft office.
So in my opinion this is an app issue (somehow) independent from managing a device even i have more possibilitys inside the app if it's unmanaged.
So, my request is more: Get it fixed, that i can print docx documents from Google docs which are originally from Microsoft Office and not transformed into a Google docs (or even back) which is the case for the other 2 mentioned Google apps.
Hi Moombas,
It appears that the issue could stem from compatibility and formatting concerns. There's a possibility that the content you're attempting to print contains elements incompatible with Google Docs.
To ensure we've covered all bases, have you performed software updates and attempted converting the file into a different format?. 😊
Thanks
Reece
No, i just created a docx file with Microsoft Office (no matter if the app of Windows program is used), having only a text content "Test bla" (yes i know very creative 🤣) and copied to the device and opened with Google docs.
haha very creative.
Last thing - have you sent the document to another colleague for them to try?. Just trying to cross out every option.
Thanks,
Reece
I tried on some devices and also our MDM support did.
They recorded a video trying to open such file on a private (and unmanaged) device of them as well: Example behavior (Zebra TC26 running with latest OEM version, Android 13)
My device is a Samsung A34 EE with Android 14 and our test devices are most likely Nokia 5.3 with Android 13.
Hmm its a challenging one for sure.
Just to confirm what was said earlier, having a normal account added allows you to print the device though?
ReeceI don't know if that would make a difference on the managing device but as we do not allow to add any other accounts on the managed devices, i can't check.
I can just say that i have more possibilitys on the private device.
1. The document opened on my private device:
2. The Office compatibility mode shown in Google docs
3. There i have (only on my private device) following additional option (save as) which lets me save the file as a Google Docs file (not available for the managed devcies, so from here on only private device!):
4. The Google Docs file now provides the possibility to print annd even more like "save as":
5.If i save that Google Docs file now as a word file i get following prompt which i now agree to:
6. Now the file is a docx file (again) but if i now go to share & exprt i have the same options like in (4) which means able to print and so on.
Again: In sheets and presentations i don't need to do any of these steps. just can print the xlsx and pptx files created by Microsoft on my private and on the managed device as well.
ReeceK Yes, but we all agree here that this is an app issue not an issue related to the MDM, so we need Google to investigate that.
Regarding the request of "my team" it doesn't make sense (my team is 2 people :P) but the users using our managed devices are reporting this a lot (we speak about thousands of devices).
Hey Moombas
haha small but mighty team! 😎
We've attempted to replicate this issue on our end without success. It seems the next step would be for you to request your MDM to raise a bug report to Google. Once raised, they can escalate the ticket for further investigation.
Sorry I couldn't find a direct solution for you, but that would be the best option. 😊
Hi ReeceK,
so you have created a test file (docx) with Microsoft Office, copied to the device (if not created with their app) and opened with Google docs and able to print without doing any additional action/transformation of the file?
As said, this issue is only on docs and anyone here i spoke to (i aksed some other collegues to do it the same way (on their private devices!) i already provided) can replicate it instantly.
I don't see why our MDM should raise a ticket as i can replicate the issue on my private mobile (as my screenshots above show)!?
