Word freezes when printing gift letters

Martha Spiegel · November 2017

I am running the most current upgrade of RE7, Word version 14.0.6023.1000 (32-bit), Windows 10. When printing gift letters, Word will occasionally freeze in the print menu. I click File/Print and then Print Properties to select my print tray. The Print Properties goes grey and I have to close Word through the task manager and restart my PC in order to be able to go back and print the letter. I'll go along fine for a while (sometimes part of a day, sometimes several days), and then it happens again. I have had the issue printing to both my Kyocera and my Canon, so it does not seem to be a printer issue. It did not happen before updating both RE7 and Windows (from 7 to 10), but IT followed all the instructions give by Blackbaud in doing the updates. They have spent quite some time and tried multiple theories to fix it, but it keeps happening. Has anyone else had this trouble? If so, did you find a solution?

Claudia Sauers · December 2017

Martha Spiegel:

I am running the most current upgrade of RE7, Word version 14.0.6023.1000 (32-bit), Windows 10. When printing gift letters, Word will occasionally freeze in the print menu. I click File/Print and then Print Properties to select my print tray. The Print Properties goes grey and I have to close Word through the task manager and restart my PC in order to be able to go back and print the letter. I'll go along fine for a while (sometimes part of a day, sometimes several days), and then it happens again. I have had the issue printing to both my Kyocera and my Canon, so it does not seem to be a printer issue. It did not happen before updating both RE7 and Windows (from 7 to 10), but IT followed all the instructions give by Blackbaud in doing the updates. They have spent quite some time and tried multiple theories to fix it, but it keeps happening. Has anyone else had this trouble? If so, did you find a solution?

Are you running single letters or a batch of letters? I often have freezing issues when running a large number of letters, however might I suggest if it freezes when adjusting your settings you go into your computer settings and set those as your default that way you can just hit ok.

Andrew Ludwell · December 2017

Hi Claudia

Do you ever get an error message?

I've been having issues in the hosted environment, in case this helps. The error when printing for me happens in the background, and only occasionally (so of course I cannot reproduce it for Support), where the XPS Document Viewer crashes without letting me know and it looks like nothing is going on. A force quit of Word (using Task Manager) shows the hidden error message. Closing that down and starting again is all I can do, as at this stage I don't have a solution from Support.

Sonja Henry · December 2017

Martha Spiegel:

I am running the most current upgrade of RE7, Word version 14.0.6023.1000 (32-bit), Windows 10. When printing gift letters, Word will occasionally freeze in the print menu. I click File/Print and then Print Properties to select my print tray. The Print Properties goes grey and I have to close Word through the task manager and restart my PC in order to be able to go back and print the letter. I'll go along fine for a while (sometimes part of a day, sometimes several days), and then it happens again. I have had the issue printing to both my Kyocera and my Canon, so it does not seem to be a printer issue. It did not happen before updating both RE7 and Windows (from 7 to 10), but IT followed all the instructions give by Blackbaud in doing the updates. They have spent quite some time and tried multiple theories to fix it, but it keeps happening. Has anyone else had this trouble? If so, did you find a solution?

Because of problems in the past, I haven't printed letters from the mail module in quite some time. I copy and paste them into Microsoft Word out of the RE program before editing and printing.

ShawnAlis Cusato · December 2017

I had something very similar happen. My printer is Kyocera and I'm on RE 7.96 but my computer isn't on Windows 10 yet. It would print my envelopes in a tiny font centered in the upper part of the envelope. This tiny font printing on the wrong part of the envelope is what would lead me to Print Properties and going to there made it freeze, just like you describe. Very annoying. It was only on envelopes, never on letters if my memory serves.

My fix is to export the query that I use to pull for the Mail module to Excel and run a mail merge in Word with that as the data source. The letters are still run through Mail, but they are exported to a Word file for archival purposes and printed from that file.

Heather MacKenzie · December 2017

Martha Spiegel:

I am running the most current upgrade of RE7, Word version 14.0.6023.1000 (32-bit), Windows 10. When printing gift letters, Word will occasionally freeze in the print menu. I click File/Print and then Print Properties to select my print tray. The Print Properties goes grey and I have to close Word through the task manager and restart my PC in order to be able to go back and print the letter. I'll go along fine for a while (sometimes part of a day, sometimes several days), and then it happens again. I have had the issue printing to both my Kyocera and my Canon, so it does not seem to be a printer issue. It did not happen before updating both RE7 and Windows (from 7 to 10), but IT followed all the instructions give by Blackbaud in doing the updates. They have spent quite some time and tried multiple theories to fix it, but it keeps happening. Has anyone else had this trouble? If so, did you find a solution?

Check out this thread, https://community.blackbaud.com/forums/viewtopic/184/29162?post_id=112512#p112512, and perhaps do a bit of other searching. I know I've seen this topic pop up a couple times before.

Word freezes when printing gift letters

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